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NL

prof. dr. W.M. (Willemijn) van Dolen

Faculty of Economics and Business
Section International Strategy & Marketing
Photographer: Ineke Oostveen

Visiting address
  • Plantage Muidergracht 12
  • Room number: M1.40
Postal address
  • Postbus 15953
    1001 NL Amsterdam
  • Profile

    Positions

    Professor of Marketing

    Director Corporate Relations Faculty of Economics and Business

    Member supervisory board Amsterdam Marketing (www.Iamsterdam.com)

    Member supervisory board Starbucks, EMEA, B.V.

    Member supervisory board AFM

    Research programme

    Marketing

    Research interests

    Social media, Corporate social responsibility & marketing, Social services to children

    zie oratie: http://www.oratiereeks.nl/upload/pdf/PDF-3464Oratie_Van_Dolen_webgalerij.pdf

    Media

    See tab 'Publications', tab 'Recognition'

    Dissertation title

    Close Encounters of Various Kinds: Empirical Studies of Customer-Firm Interactions. Maastricht University.

    International ties

    Joint research project with Professor Charles Weinberg, Sauder School of Business, The University of British Columbia, Vancouver.

    2001-2002 Visiting scholar, Haas School of Business, University of California, Berkeley. 2003, Visiting researcher at New York University.

  • Teaching

    Teaching activities

    Current year

    Master Course Social Media Marketing

    Previous years

    Master Course Online Marketing

    Master Course Consumer Behavior

    Master Course Theories of Marketing

    Thesis supervision

     

    Course materials are available through the UvA Blackboard Server

  • Other activities

    Participation in academic networks

    Research Child Helplines International with members from Africa, MENA, EU, Asia, Americas.

    Amsterdam Academic Alliance (AAA) Data Science Program.

    Membership editorial staff or referee activities

    Reviewer for International Journal of Service Industry Management, Reviewer for Journal of Marketing, Review panel of Journal of Business Ethics, Reviewer for International Business Review, Specials Issue on Corporate Social Responsibility. Reviewer for Journal of Service Research, Reviewer for Journal of Service Marketing (books)

    Various activities

    • 2018-present                Dissertation award Amsterdam Business School
    • 2016-present                Member Supervisory Board AFM
    • 2016-present                Member Supervisory Board Starbucks, EMEA, B.V.
    • 2014-present                Member Supervisory Board Amsterdam Marketing ( www.iamsterdam.com)
    • 2015-present                Amsterdam Business School Isaac Roet Prijs (chair)
    • 2015                               SWOCC thesis award jury member
    • 2014-2015                     H.K. Nieuwenhuis thesis award jury member
    • 2014-2018                     Advisory board Amsterdam Academic Club
    • 2014-2016                     Advisory board SEO (www.seo.nl)
    • 2013                               Jury Nationale Marketing Challenge, SEFA.
  • Publications

    2018

    • Verhagen, T., van Dolen, W. M., & Merikivi, J. (2018). The Influence of In-Store Personnel on Online Store Value: An Analogical Transfer Perspective. Psychology & Marketing, 1. DOI: 10.1002/mar.21172 
    • Demmers, J., van Dolen, W. M., & Weltevreden, J. (2018). Handling consumer messages on social networking sites: Customer service or privacy infringement? International Journal of Electronic Commerce, 22(1). DOI: 10.1080/10864415.2018.1396110 

    2017

    • Vonkeman, C., Verhagen, T., & van Dolen, W. (2017). Role of local presence in online impulse buying. Information & Management, 54(8), 1038-1048. DOI: 10.1016/j.im.2017.02.008  [details] 
    • van Dolen, W. M., & Weinberg, C. (2017). The Influence of Social Support and Controllability in Child Helpline Services changed into: Child Helplines: How Social Support and Controllability Influence Service Quality and Well-Being. Journal of Services Marketing, 31(4), 385-396. DOI: 10.1108/JSM-07-2016-0254 
    • Mehta, R., Demmers, J., van Dolen, W. M., & Weinberg, C. B. (2017). When red means go: non-normative effects of red under sensation seeking. Journal of Consumer Psychology, 27(1), 91-97. DOI: 10.1016/j.jcps.2016.04.004  [details] 
    • Overgoor, G., Mazloom, M., Worring, M., Rietveld, R., & van Dolen, W. (2017). A Spatio-Temporal Category Representation for Brand Popularity Prediction. In ICMR '17 : proceedings of the 2017 ACM International Conference on Multimedia Retrieval: June 6-9, 2017, Bucharest, Romania (pp. 233-241). New York, NY: Association for Computing Machinery. DOI: 10.1145/3078971.3078998 

    2016

    • Verhagen, T., Vonkeman, C., & van Dolen, W. M. (2016). Making Online Products More Tangible: The Effect of Product Presentation Formats on Product Evaluations. Cyberpsychology, Behavior, and Social Networking, 19(7), 460-464. DOI: 10.1089/cyber.2015.0520 
    • Kolk, A., Vock, M., & van Dolen, W. (2016). Microfoundations of partnerships: exploring the role of employees in trickle effects. Journal of Business Ethics, 135(1), 19-34. DOI: 10.1007/s10551-015-2727-9  [details] 
    • Mazloom, M., Rietveld, R., Rudinac, S., Worring, M., & van Dolen, W. (2016). Multimodal Popularity Prediction of Brand-related Social Media Posts. In MM'16: Proceedings of the 2016 ACM on Multimedia Conference : October 15-19, 2016, Amsterdam, The Netherlands (pp. 197-201). New York, NY: Association for Computing Machinery. DOI: 10.1145/2964284.2967210  [details] 
    • Rietveld, R., Mazloom, M., Worring, M., & van Dolen, W. (2016). Visual electronic Word of Mouth: a multimodal brand approach and case study. In EMAC Conference 2016

    2015

    2014

    • Ren, Z., Peetz, M. H., Liang, S., van Dolen, W., & de Rijke, M. (2014). Hierarchical multi-label classification of social text streams. In SIGIR '14: proceedings of the 37th International ACM SIGIR Conference on Research and Development in Information Retrieval: July 6-11 2014, Gold Coast, Queensland, Australia (pp. 213-222). New York, NY: ACM. DOI: 10.1145/2600428.2609595  [details] 
    • Vock, M., van Dolen, W., & Kolk, A. (2014). Micro-Level Interactions in Business-Nonprofit Partnerships. Business & Society, 53(4), 517-550. DOI: 10.1177/0007650313476030  [details] 
    • Verhagen, T., van Nes, J., Feldberg, F., & van Dolen, W. (2014). Virtual customer service agents: using social presence and personalization to shape online service encounters. Journal of Computer-Mediated Communication, 19(3), 529-545. DOI: 10.1111/jcc4.12066  [details] 

    2013

    • Lee, H. H., van Dolen, W., & Kolk, A. (2013). On the role of social media in the ‘responsible’ food business: blogger buzz on health and obesity issues. Journal of Business Ethics, 118(4), 695-707. DOI: 10.1007/s10551-013-1955-0  [details] 
    • Vock, M., van Dolen, W., & de Ruyter, K. (2013). Understanding willingness to pay for social network sites. Journal of Service Research, 16(3), 311-325. DOI: 10.1177/1094670512472729  [details] 
    • Vock, M., van Dolen, W., & Kolk, A. (2013). Changing behaviour through business-nonprofit collaboration? Consumer responses to social alliances. European Journal of Marketing, 47(9), 1476-1503. DOI: 10.1108/EJM-10-2011-0546  [details] 
    • van Dolen, W. M., Weinberg, C. B., & Ma, L. (2013). The influence of unemployment and divorce rate on child help-seeking behavior about violence, relationships, and other issues. Child Abuse & Neglect, 37(2-3), 172-180. DOI: 10.1016/j.chiabu.2012.09.014  [details] 

    2012

    • Kolk, A., Lee, H. H. M., & van Dolen, W. (2012). A fat debate on Big Food? Unraveling blogosphere reactions. California Management Review, 55(1), 47-73. DOI: 10.1525/cmr.2012.55.1.47  [details] 
    • van Dolen, W. M., de Cremer, D., & de Ruyter, K. (2012). Consumer cynicism toward collective buying: the interplay of others’ outcomes, social value orientation, and mood. Psychology & Marketing, 29(5), 306-321. DOI: 10.1002/mar.20523  [details] 

    2011

    • Verhagen, T., & van Dolen, W. (2011). The influence of online store beliefs on consumer online impulse buying: A model and empirical application. Information & Management, 48(8), 320-327. DOI: 10.1016/j.im.2011.08.001  [details] 

    2010

    • Kolk, A., Hong, P., & van Dolen, W. (2010). Corporate social responsibility in China: an analysis of domestic and foreign retailers' sustainability dimensions. Business Strategy and the Environment, 19(5), 289-303. DOI: 10.1002/bse.630  [details] 
    • Kolk, A., van Dolen, W., & Vock, M. (2010). Trickle effects of cross-sector social partnerships. Journal of Business Ethics, 94(1 Suppl.), 123-137. DOI: 10.1007/s10551-011-0783-3  [details] 

    2009

    • Dabholkar, P. A., van Dolen, W. M., & de Ruyter, K. (2009). A dual-sequence framework for B2C relationship formation: moderating effects of employee communication style in online group chat. Psychology & Marketing, 26(2), 145-174. DOI: 10.1002/mar.20265  [details] 
    • Verhagen, T., & van Dolen, W. (2009). Online purchase intentions: A multi-channel store image perspective. Information & Management, 46(2), 77-82. DOI: 10.1016/j.im.2008.12.001  [details] 

    2008

    • van Dolen, W. M., de Ruyter, K., & Streukens, S. (2008). The effect of humor in electronic service encounters. Journal of Economic Psychology, 29(2), 160-179. DOI: 10.1016/j.joep.2007.05.001  [details] 
    • van Birgelen, M. J. H., Wetzels, M. G. M., & van Dolen, W. M. (2008). Effectiveness of corporate employment web sites: How content and form influence intentions to apply. International Journal of Manpower, 29(8), 731-751. DOI: 10.1108/01437720810919323  [details] 

    2007

    • van Dolen, W. M., Dabholkar, P. A., & de Ruyter, K. (2007). La Satisfaction Envers Les Discussions en Ligne de Clients : l'Influence des Attributs Technologiques, des Caracterstiques du Groupe de Discussion et du Style de Communication du Conseiller. Recherche et Applications en Marketing, 22(3), 83-112. DOI: 10.1177/076737010702200306 
    • van Dolen, W. M., Dabholkar, P. A., & de Ruyter, J. C. (2007). Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style. Journal of Retailing, 83(3), 339-358. DOI: 10.1016/j.jretai.2007.03.004  [details] 

    2006

    • van Dolen, W. M., de Ruyter, J. C., & Carman, J. M. (2006). The role of self- and group-efficacy in moderated group chat. Journal of Economic Psychology, 27(3), 324-343. DOI: 10.1016/j.joep.2005.05.007 

    2005

    • van Dolen, W. M. (2005). Moderated group chat: An empirical assessment of a new E-service encounter. In S. Feinberg (Ed.), Empirical research of online spaces Illinois: Illiois Institute of Technology.
    • van Dolen, W. M., & Dabholkhar, P. A. (2005). Online Commercial Chat: A New Tool for E-Business. The E-business Review, 5, 41-44.

    2004

    • van Dolen, W. M., de Ruyter, J. C., & Lemmink, J. G. A. M. (2004). An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction. Journal of Business Research, 57(4), 437-444. DOI: 10.1016/S0148-2963(02)00277-1 
    • van Dolen, W. M., de Ruyter, J. C., & Streukens, S. (2004). The impact of humor in face-to-face and electronic encounters. Advances in Consumer Research, XXXI, 132-139.

    2003

    • van Dolen, W. M. (2003). Book review of ''Practice what you preach: What managers must do to create a high achievement culture'' by Maister, David H. [Review of: D.H. Maister (2001) Practice what you preach: What managers must do to create a high achievement culture]. International Journal of Service Industry Management, 14(4), 364-369. DOI: 10.1108/09564230310478873 
    • van Dolen, W. M., & de Ruyter, J. C. (2003). Moderated group chat: An empirical assessment of a new e-service encounter. International Journal of Service Industry Management, 13(5), 496-511. DOI: 10.1108/09564230210447959 

    2002

    • van Dolen, W. M., Lemmink, J. G. A. M., de Ruyter, J. C., & de Jong, A. (2002). Customer-sales employee encounters: a dyadic perspective. Journal of Retailing, 78(4), 265-279. DOI: 10.1016/S0022-4359(02)00067-2 

    2001

    • van Dolen, W. M., Lemmink, J. G. A. M., Mattsson, J., & Rhoen, I. (2001). Affective consumer responses in service encounters: The emotional content in narratives of critical incidents. Journal of Economic Psychology, 22(3), 359-376. DOI: 10.1016/S0167-4870(01)00038-1 

    2019

    • Siegel, J., van Dolen, W. M., Kanoulas, E., & Efthymiou, A. (Accepted/In press). Empowering Service Employees to Manage Deceptive Consumer Behavior. Paper presented at Quis 16, Karlstad, Sweden.

    2018

    • Overgoor, G., Rand, W., & van Dolen, W. M. (2018). The Champion of Images: Understanding the Role of Images in the Decision-making Process of Online Hotel Bookings. Paper presented at AMA Winter Academic Conference, Texas, United States.
    • Overgoor, G., Rand, W., & van Dolen, W. M. (2018). The Champion of Images: Understanding the Role of Images in the Decision-making Process of Online Hotel Bookings. Paper presented at Winter Conference on Business Analytics, Utah, United States.
    • Overgoor, G., Rand, W., van Dolen, W. M., & Mazloom, M. (2018). Simplicity is not Key: Automatically Identifying Concepts in Firm-Generated Social Media Images that Engage Consumers. Paper presented at AMA Winter Academic Conference, New Orleans, United States.
    • Overgoor, G., Rand, W., van Dolen, W. M., & Mazloom, M. (2018). Simplicity is not Key: Automatically Identifying Concepts in Firm-Generated Social Media Images that Engage Consumers. Paper presented at SCECR, Rotterdam, Netherlands.
    • Overgoor, G., Rand, W., van Dolen, W. M., & Mazloom, M. (2018). Simplicity is not Key: Understanding Firm-Generated Social Media Images and Consumer Engagement. Paper presented at EMAC 2018, Glasgow, United Kingdom.
    • van Dolen, W. M., & Siegel, J. (2018). Service Encounter Satisfaction from Both Sides: A Study of Reciprocal Influence. Paper presented at La Londe Conference, La Londe les Maures, France.

    2017

    • Overgoor, G., Rand, W., van Dolen, W. M., & Mazloom, M. (2017). Simplicity is not Key: Automatically Identifying Concepts in Firm-Generated Social Media Images that Engage Consumers. Paper presented at WISE, Seoul, Korea, Republic of.
    • Overgoor, G., Rand, W., van Dolen, W. M., & Mazloom, M. UNC Chapel Hill Marketing Seminar: Simplicity is not Key: Automatically Identifying Concepts in Firm-Generated Social Media Images that Engage Consumers

    2012

    • Vock, M., van Dolen, W., & de Ruyter, K. (2012). Members' willingness to invest in niche social network sites. 251. Paper presented at 41th EMAC Conference: Marketing to citizens: going beyond customers and consumers, .

    2011

    • van Dolen, W. (2011). [Review of: A. Lindgreen, J. Vanhamme (2009) Memorable customer experiences: a research anthology]. Journal of Service Marketing, 25(5), 393-393. DOI: 10.1108/08876041111149748  [details] 

    2009

    • Verhagen, T., & van Dolen, W. (2009). The influence of online store characteristics on consumer impulsive decision-making: a model and empirical application. (VU Research Memorandum; No. 2009-8). Amsterdam: Vrije Universiteit Amsterdam. [details] 

    2007

    • van Dolen, W. M., Dabholkar, P. A., & de Ruyter, J. C. (2007). La satisfaction envers les discussions en ligne de clients: l' influence des attributs technologiques percus, des caractéristiques du groupe de discussion et du style de communcation du conseiller. Recherche et Applications en Marketing, 22(3), 83-112. [details] 

    1995

    • Hommes, M., van Dolen, W. M., Oosterveld, G., van der Molen, H., & Kluytmans, F. (1995). Gespreksvoering. Zelfinstructieprogramma. Open University of the Netherlands.

    2014

    • Demmers, J., van Dolen, W. M., & Weltevreden, J. (2014). Bedankt voor het Compliment!” Het Effect van Bedrijfsreacties op Positieve Online Word-of-Mouth. In A. E. Bronner, P. Dekker, E. de Leeuw, L. J. Paas, K. de Ruyter, A. Smidts, & J. E. Wieringa (Eds.), Ontwikkelingen in het marktonderzoek: Jaarboek Markt Onderzoek Associatie 2014 (Vol. 39, pp. 55-70). Spaar en Hout.

    2013

    • van Dolen, W. M. (2013). Buzz-gedrag voorspeld aan de hand van klantkarakteristieken. (research report for ING). ING.
    • van Dolen, W. M. (2013). Zing, post, huil, tweet, lach, like en verwonder. Amsterdam University Press / Salomé.

    2005

    • van Dolen, W. M. (2005). High Touch met High Tech; De chatmethodiek van de Kindertelefoon. onbekend: Afdeling Business Studies.

    Media appearance

    • van Dolen, W. (03-02-2019). https://nos.nl/artikel/2270396-modellen-genoemd-in-rechtszaak-fyre-festival-ze-begaven-zich-op-glad-ijs.html [Web] Nos online. Modellen genoemd in rechtszaak Fyre Festival, 'ze begaven zich op glad ijs'.
    • van Dolen, W. (31-01-2019). Ondanks schandalen verdient facebook nog altijd geld als water hoe kan dat? [Web] Nos online. Ondanks schandalen verdient facebook nog altijd geld als water hoe kan dat?.
    • van Dolen, W. (31-01-2019). Groei van Facebook [Television] NOS journaal 20.00 uur. Groei van Facebook.
    • van Dolen, W. (31-01-2019). De groei van Facebook, ondanks de schandalen [Radio] Nieuws & Co NPO Radio 1 (18 uur). De groei van Facebook, ondanks de schandalen.
    • van Dolen, W. (15-01-2019). Mysterieuze eigenaar Insta-ei heeft goud in handen met miljoenen likes en volgers [Web] RTLz. Mysterieuze eigenaar Insta-ei heeft goud in handen met miljoenen likes en volgers.
    • van Dolen, W. (24-12-2018). Nieuwe format van 3FM Serious Request [Television] NOS Journaal. Nieuwe format van Serious Request.
    • van Dolen, W. (24-12-2018). De nieuwe opzet van Serious Request is sympathiek, maar wat mist is het gevoel van saamhorigheid [Radio] NOS Radio 1 Journaal. Glazen Huis doet het beter op instragram maar Lifeline is sympathieker.
    • van Dolen, W. (21-09-2018). De lol van het uitpakken is het nieuwe spelen [Print] NRC. De lol van het uitpakken.
    • van Dolen, W. (10-09-2018). Supermarktketen Lidl boort nieuwe doelgroep aan op de catwalk [Print] Financieel Dagblad (FD). Supermarktketen Lidl boort nieuwe doelgroep aan op de catwalk.
    • van Dolen, W. (06-09-2018). Veel ophef over nieuwe Nike-reclame [Television] Jeugdjournaal. Veel ophef over nieuwe Nike-reclame.
    • van Dolen, W. (05-09-2018). Waarom Nike niet schrikt van een tweet van Trump [Print] Algemeen Dagblad (AD). Waarom Nike niet schrikt van een tweet van Trump.
    • van Dolen, W. (15-10-2016). Dit maakt merkgerelateerde berichten op sociale media populair [Print] Tijdschrift voor Marketing. Dit maakt merkgerelateerde berichten op sociale media populair.
    • van Dolen, W. (27-09-2016). Eén goede foto en de winkelmandjes lopen vol [Print] NRC. Eén goede foto en de winkelmandjes lopen vol.
    • van Dolen, W. (20-07-2016). Deze 12 artikelen moet u volgens 4 wetenschappers lezen [Print] Tijdschrift voor Marketing. Deze 12 artikelen moet u volgens 4 wetenschappers lezen.
    • van Dolen, W. (16-07-2016). Marketing als sluitpost [Print] Financieel Dagblad (FD). Marketing als sluitpost.
    • van Dolen, W. (16-06-2016). Red might encourage rule breaking-study [Print] Vancouver News. Red might encourage rule breaking-study.
    • van Dolen, W. (20-01-2016). Amsterdamse musea lopen marketingkansen mis [Web] NAPnieuws. Amsterdamse musea lopen marketingkansen mis.
    • van Dolen, W. (07-10-2015). Banners in de ban [Print] Het Parool. Banners in de ban.
    • van Dolen, W. (03-10-2015). Rumag bereikt met ongecompliceerde slogans bijna een miljoen fans [Print] Het Parool. Rumag bereikt met ongecompliceerde slogans bijna een miljoen fans.
    • van Dolen, W. (06-07-2015). Werktips voor BNR Werkverkenners [Radio] BNR Nieuwsradio. Werkverkenners BNR.
    • van Dolen, W. (01-01-2010). Social Network Marketing Symposium 2009 [Print] InforMAAtie, Magazine Marketing Associatie. Social Network Marketing Symposium 2009.
    • van Dolen, W. (21-09-2009). Graaigedrag managers moeilijk uit te bannen [Print] Het Parool. Graaigedrag managers moeilijk uit te bannen.
    • van Dolen, W. (28-06-2008). Dieren en jazzy muziek geven speciale sfeer [Print] Financieel Dagblad. Dieren en jazzy muziek geven speciale sfeer.

    2018

    2002

    • van Dolen, W. M. (2002). Close Encounters of Various Kinds: Empirical Studies of Customer-Firm Interactions Datawyse - Universitaire Pers Maastricht

    2007

    • Verhagen, T., & van Dolen, W. M. (2007). Explaining online purchase intentions: A multi-channel store image perspective. (Research Memorandum; No. 2007-8). Amsterdam: Vrije Universiteit. [details] 
    • van Birgelen, M. J. H., Wetzels, M. G. M., & van Dolen, W. M. (2007). Effectiveness of Corporate Employment Websites: How content and form influence intentions to apply. Amsterdam: Faculteit Economie en Bedrijfskunde. [details] 

    2006

    • van Dolen, W. M., Dabholkar, P. A., & de Ruyter, J. C. (2006). A relational framework for service encounters: Moderating effects of employee communication style. (Working Paper). Amsterdam: Faculteit Economie en Bedrijfskunde.
    • van Dolen, W. M., de Ruyter, J. C., & Streukens, S. (2006). The Effect of Humor in Electronic Service Encounters. (Working Paper). Amsterdam: Faculteit Economie en Bedrijfskunde.
    This list of publications is extracted from the UvA-Current Research Information System. Questions? Ask the library  or the Pure staff  of your faculty / institute. Log in to Pure  to edit your publications. Log in to Personal Page Publication Selection tool  to manage the visibility of your publications on this list.
  • Ancillary activities
    • Autoriteit Financiële Markten
      Raad van Toezicht
    • Starbucks Coffee EMEA, B.V.
      Commissariaat
    • Stichting Amsterdam Marketing
      Raad van Toezicht