Citation Impact
Citing Papers
Demystifying customer brand engagement: Exploring the loyalty nexus
2010
A Proposed Conceptual Framework For Identifying The Logic Of Digital Services
2011
The Formation and Value of IT-Enabled Resources: Antecedents and Consequences of Synergistic Relationships1
2010
State-of-the-art in artificial neural network applications: A survey
2018 Standout
Food waste matters - A systematic review of household food waste practices and their policy implications
2018 Standout
How different is professional service operations management?
2011
Measuring Customer Experience
2014
Customer experiences in the age of artificial intelligence
2020
How Live Streaming Features Impact Consumers’ Purchase Intention in the Context of Cross-Border E-Commerce? A Research Based on SOR Theory
2021 Standout
Expanding Business-to-Business Customer Relationships: Modeling the Customer's Upgrade Decision
2008
Regimes of Critique and Conflicts of “Worlds”: A Conventionalist Approach to Loyalty Programs
2012
Service Systems
2014
Reexamining the Market Share–Customer Satisfaction Relationship
2013
Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic
2014
Evolving to a New Dominant Logic for Marketing
2003 Standout
Customer Engagement: A Framework for Assessing Customer-Brand Relationships: The Case of the Restaurant Industry
2009
Critical service logic: making sense of value creation and co-creation
2012 Standout
Product services for a resource-efficient and circular economy – a review
2013 Standout
Critical Incidents and the Impact of Satisfaction on Customer Share
2008
Service innovation in product-centric firms: a multidimensional business model perspective
2014
Service as business logic: implications for value creation and marketing
2011
Content or Community? A Digital Business Strategy for Content Providers in the Social Age1
2013 Standout
Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value
2010 Standout
Understanding Customer Experience Throughout the Customer Journey
2016 Standout
Transformative service research: An agenda for the future
2012 Standout
The service quality–loyalty relationship in retail services: does commitment matter?
2004
The Role of Relational Information Processes and Technology Use in Customer Relationship Management
2005 Standout
Customer Experience: Are We Measuring the Right Things?
2011
Corporate social responsibility for sustainable service dominant logic
2010
The Role of Consumer Confidence in Creating Customer Loyalty
2013
An assessment of the use of partial least squares structural equation modeling in marketing research
2011 Standout
Strengthening Farmers–Hotel Supply Chain Relationships: A Service Management Approach
2016
Service Research in the Hospitality Literature
2014
Value co-creation in service logic: A critical analysis
2011 Standout
Research Commentary—The New Organizing Logic of Digital Innovation: An Agenda for Information Systems Research
2010 Standout
Adopting a service logic for marketing
2006
Examining consumers’ usage intention of contactless payment systems
2019
The influence of packaging attributes on consumer behaviour in food-packaging life cycle assessment studies - a neglected topic
2013
Corporate Social Responsibility, Customer Satisfaction, and Market Value
2006 Standout
A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach
2011
Enhancing consumer engagement in e-commerce live streaming via relational bonds
2020
A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go
2005
The effect of service quality on trust and commitment varying across generations
2009
Synthesizing information systems knowledge: A typology of literature reviews
2014 Standout
A comprehensive review of big data analytics throughout product lifecycle to support sustainable smart manufacturing: A framework, challenges and future research directions
2018 Standout
Servitization and deservitization: Overview, concepts, and definitions
2017 Standout
Customer Engagement
2011 Standout
Intelligent influencer marketing: how AI-powered virtual influencers outperform human influencers
2023 Standout
How information technology automates and augments processes: Insights from Artificial‐Intelligence‐based systems in professional service operations
2022 Standout
Cashless Transactions: A Study on Intention and Adoption of e-Wallets
2021 Standout
Customer Experience Creation: Determinants, Dynamics and Management Strategies
2009 Standout
Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness
2014 Standout
Visualizing Service Operations
2012
The Process of Customer Engagement: A Conceptual Framework
2008
The Critical Incident Technique in Service Research
2004
Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation
2014 Standout
Developing a General Extended Technology Acceptance Model for E-Learning (GETAMEL) by analysing commonly used external factors
2015 Standout
Consumer engagement in a virtual brand community: An exploratory analysis
2011 Standout
Consumers' captive service experiences: it's YOU and ME
2015
Bibliometric studies in tourism
2016 Standout
The Effects of Online Shopping Context Cues on Consumers’ Purchase Intention for Cross-Border E-Commerce Sustainability
2019 Standout
The Evolution of Loyalty Intentions
2006
Assessing the impact of big data on firm innovation performance: Big data is not always better data
2019 Standout
Service logic revisited: who creates value? And who co‐creates?
2008
Institutions and axioms: an extension and update of service-dominant logic
2015 Standout
Users as service innovators: The case of banking services
2011
The PSO triangle: designing product, service and organisation to create value
2009
Human Trust in Artificial Intelligence: Review of Empirical Research
2020 Standout
The role of social support on relationship quality and social commerce
2014
Leveraging the capabilities of service-oriented decision support systems: Putting analytics and big data in cloud
2012
Developing service research – paving the way to transdisciplinary research
2016
Modeling and analysis of bank customer satisfaction using neural networks approach
2015
Attracted to or Locked In? Predicting Continuance Intention in Social Virtual World Services
2012
Customer engagement, buyer‐seller relationships, and social media
2012
Satisfaction with Virtual Communities of Interest: Effect on Members' Visit Frequency*
2006
Understanding digital transformation: A review and a research agenda
2019 Standout
Customer intention to return online: price perception, attribute‐level performance, and satisfaction unfolding over time
2005
Customer loyalty marketing research: A comparative approach between hospitality and business journals
2012
Value co-creation: concept and measurement
2014
Conceptualizing Resource Orchestration - The Role of Service Platforms in Facilitating Service Systems
2018
Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods
2017 Standout
Domo Arigato Mr. Roboto
2016 Standout
Impact of national traumatic events on consumer purchasing
2010
From Marketing Mix to Relationship Marketing
1994 Standout
EXQ: a multiple‐item scale for assessing service experience
2012
How gamification marketing activities motivate desirable consumer behaviors: Focusing on the role of brand love
2018 Standout
Decoding Customer–Firm Relationships: How Attachment Styles Help Explain Customers' Preferences for Closeness, Repurchase Intentions, and Changes in Relationship Breadth
2012
Service Innovation: A Service-Dominant Logic Perspective1
2015 Standout
The dark side of customer relationship management: Exploring the underlying reasons for pitfalls, exploitation and unfairness
2012
Achieving sustainable performance in a data-driven agriculture supply chain: A review for research and applications
2019 Standout
A Strategic Framework for Customer Relationship Management
2005 Standout
Value co‐creation as a determinant of success in public transport services
2010
Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge
2002 Standout
Risk evaluation approaches in failure mode and effects analysis: A literature review
2012 Standout
Monitoring value‐in‐use of e‐service
2009
Solutions offerings: a critical review and reconceptualisation
2010
Consumer-Related Food Waste: Causes and Potential for Action
2015 Standout
The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs
2007 Standout
Customer community and co‐creation: a case study
2007
What Drives Social Commerce: The Role of Social Support and Relationship Quality
2011
Neglected Outcomes of Customer Satisfaction
2006
Service Research Priorities in a Rapidly Changing Context
2015 Standout
Benchmarking Marketing Capabilities for Sustainable Competitive Advantage
2004 Standout
A sustainability paradox? Sustainable operations in the offshore oil and gas industry: The case of Petrobras
2016 Standout
Strategies for designing and developing services for manufacturing firms
2010
A Systematic Review of Co-Creation and Co-Production: Embarking on the social innovation journey
2014 Standout
A customer‐dominant logic of service
2010
Managing the co-creation of value
2007 Standout
Works of Inger Roos being referenced
Understanding Frequent Switching Patterns A Crucial Element in Managing Customer Relationships
2007
Critical incident techniques
2001
Emotions and stability in telecom‐customer relationships
2009
Customer Switching Patterns in Competitive and Noncompetitive Service Industries
2004
The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
2005
Methods of Investigating Critical Incidents
2002
Emotional experiences in customer relationships – a telecommunication study
2008
Customer‐relationship levels – from spurious to true relationships
2002
Understanding Frequent Switching Patterns
2007
Service portraits in service research: a critical review
2005
Switching Processes in Customer Relationships
1999
Customer clubs in a relationship perspective: a telecom case
2004