Standout Papers
Citation Impact
Citing Papers
Customer Switching Behavior in Service Industries: An Exploratory Study
1995
Relationship Quality in Services Selling: An Interpersonal Influence Perspective
1990 Standout
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
1990 Standout
Market Orientation: Antecedents and Consequences
1993 Standout
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
1992 Standout
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
1990
A Gap Analysis of Professional Service Quality
1989
Trust and TAM in Online Shopping: An Integrated Model1
2003 Standout
Distributed practice in verbal recall tasks: A review and quantitative synthesis.
2006 Standout
Measuring Service Quality: A Reexamination and Extension
1992 Standout
Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
1994 Standout
Evolving to a New Dominant Logic for Marketing
2003 Standout
Costly Search and Mutual Fund Flows
1998 Standout
Network Structure and Knowledge Transfer: The Effects of Cohesion and Range
2003 Standout
Whence Consumer Loyalty?
1999 Standout
Understanding Customer Experience Throughout the Customer Journey
2016 Standout
A general framework for explaining internal vs. external exchange
1992
The Role of Consumer Confidence in Creating Customer Loyalty
2013
WHY PEOPLE STAY: USING JOB EMBEDDEDNESS TO PREDICT VOLUNTARY TURNOVER.
2001 Standout
Developing your company image into a corporate asset
1993
An assessment of the use of partial least squares structural equation modeling in marketing research
2011 Standout
The Sources and Consequences of Embeddedness for the Economic Performance of Organizations: The Network Effect
1996 Standout
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
1999 Standout
Examining service experiences and post‐consumption evaluations
2004
The Role of Social Capital in Financial Development
2004 Standout
The Behavioral Consequences of Service Quality
1996 Standout
Social Structure and Competition in Interfirm Networks: The Paradox of Embeddedness
1997 Standout
Toward a Theory of Social Judgments of Organizations: The Case of Legitimacy, Reputation, and Status
2011 Standout
Building a new academic field—The case of services marketing
1993
Customer Switching Behavior in Service Industries: An Exploratory Study
1995 Standout
Buyer‐Seller Relationships: Bonds, Relationship Management, and Sex‐Type
1998
Understanding the Structure of Consumers' Satisfaction Evaluations of Service Delivery
1991
The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research
2004
Retail relationships and store loyalty: A multi-level perspective
1997
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
1998 Standout
Antecedents to Customer Expectations for Service Recovery
1994
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
1990 Standout
Market Orientation: Antecedents and Consequences
1993 Standout
A Comparison of Alternative Direct and Discrepancy Approaches to Measuring Quality of Performance at a Festival
1997
A Gap Analysis of Professional Service Quality
1989
Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?
2009 Standout
On the complex nature of patient evaluations of general practice service
1998
Service Encounters as a Sequence of Events
2004
The Behavioral Consequences of Service Quality
1996 Standout
Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis
2006 Standout
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
2001 Standout
Quality, satisfaction and behavioral intentions
2000 Standout
The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration
2003 Standout
A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research
2003 Standout
Perceptions are relative
2015
Relationship Quality in Services Selling: An Interpersonal Influence Perspective
1990 Standout
The Company and the Product: Corporate Associations and Consumer Product Responses
1997 Standout
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
1992 Standout
An Examination of the Nature of Trust in Buyer-Seller Relationships
1997 Standout
Tracking the evolution of the services marketing literature
1993
Linking Empowering Leadership and Employee Creativity: The Influence of Psychological Empowerment, Intrinsic Motivation, and Creative Process Engagement
2010 Standout
Consumer Socialization of Children: A Retrospective Look At Twenty‐Five Years of Research
1999 Standout
Factors Affecting Trust in Market Research Relationships
1993 Standout
The role of employee effort in satisfaction with service transactions
1995
Alliances and networks
1998 Standout
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
1990 Standout
Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies
2003 Standout
Relationship Marketing of Services--Growing Interest, Emerging Perspectives
1995 Standout
Enhancing Memory of Television Commercials through Message Spacing
1994
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
1998
Consumer Trust, Value, and Loyalty in Relational Exchanges
2002 Standout
Relationship Marketing in Consumer Markets: Antecedents and Consequences
1995
Mitigating the effect of service encounters
1992
Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer
1995
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
1994 Standout
Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior
2000
An individual level analysis of the mutual fund investment decision
1996
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
2000 Standout
Service encounters and service relationships: Implications for research
1990
Partial least squares structural equation modeling (PLS-SEM)
2014 Standout
Works of Nancy Stephens being referenced
Media use and Media Attitude Changes with Age and with Time
1981
Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry
1987 Standout
Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry
1987
Preschoolers' Ability to Distinguish between Television Programming and Commercials
1982