Citation Impact
Citing Papers
Impact of Online Consumer Reviews on Sales: The Moderating Role of Product and Consumer Characteristics
2010 Standout
Influencer marketing on TikTok: The effectiveness of humor and followers’ hedonic experience
2022 Standout
Digital transformation: A multidisciplinary reflection and research agenda
2019 Standout
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
2006
Individual- and organizational-level consequences of organizational citizenship behaviors: A meta-analysis.
2009 Standout
Integrating motivational, social, and contextual work design features: A meta-analytic summary and theoretical extension of the work design literature.
2007 Standout
When supervisors feel supported: Relationships with subordinates' perceived supervisor support, perceived organizational support, and performance.
2006 Standout
Brand Experience: What is It? How is it Measured? Does it Affect Loyalty?
2009 Standout
A Tale of Two Countries’ Conservatism, Service Quality, and Feedback on Customer Satisfaction
2004
An empirical comparison of the efficacy of covariance-based and variance-based SEM
2009 Standout
Evolving to a New Dominant Logic for Marketing
2003 Standout
Brave new world: service robots in the frontline
2018 Standout
Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges
2005
Critical service logic: making sense of value creation and co-creation
2012 Standout
Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value
2010 Standout
Conceptualising 'value for the customer': an attributional, structural and dispositional analysis
2003
Understanding Customer Experience Throughout the Customer Journey
2016 Standout
The Role of Relational Information Processes and Technology Use in Customer Relationship Management
2005 Standout
The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda
2000
Responsive and Proactive Market Orientation and New‐Product Success*
2004
The Role of Emotions in Service Encounters
2002
What We Know and Don’t Know About Corporate Social Responsibility
2012 Standout
Value co-creation in service logic: A critical analysis
2011 Standout
Corporate Social Responsibility, Customer Satisfaction, and Market Value
2006 Standout
Customer Metrics and Their Impact on Financial Performance
2006 Standout
Setting the future of digital and social media marketing research: Perspectives and research propositions
2020
Marketing Models of Service and Relationships
2006
Social media: The new hybrid element of the promotion mix
2009 Standout
Authentic leadership development: Getting to the root of positive forms of leadership
2005 Standout
Customer delight in a retail context: investigating delightful and terrible shopping experiences
2004
Customer Engagement
2011 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
Why pass on viral messages? Because they connect emotionally
2007
Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay
2005
Building a model of local food consumption on trips and holidays: A grounded theory approach
2009 Standout
The Process of Customer Engagement: A Conceptual Framework
2008
Online Travel Service Quality: the Role of Pre-Transaction Services
2004
Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation
2014 Standout
Consumer engagement in a virtual brand community: An exploratory analysis
2011 Standout
Electronic word-of-mouth in hospitality and tourism management
2007 Standout
Appraisal Determinants of Tourist Emotional Responses
2011
Exploring consumer evaluations of e‐services: a portal site
2001
Customer value: a review of recent literature and an integrative configuration
2004
CROWDSOURCING A WORD–EMOTION ASSOCIATION LEXICON
2012 Standout
Can Humanoid Service Robots Perform Better Than Service Employees? A Comparison of Innovative Behavior Cues
2018
Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?
2009 Standout
How does hotel employees’ satisfaction with the organization’s COVID-19 responses affect job insecurity and job performance?
2020 Standout
Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive, Procedural, and Interactional Justice1
2006
Patterns of tourists' emotional responses, satisfaction, and intention to recommend
2011
The employee-organization relationship, organizational citizenship behaviors, and superior service quality
2002
Customer happiness as a function of perceived loyalty program benefits - A quantile regression approach
2021
Emotional intelligence: A meta-analytic investigation of predictive validity and nomological net
2003 Standout
Are computers good or bad for business? How mediated customer–computer interaction alters emotions, impressions, and patronage toward organizations
2013
Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions
2018 Standout
Customer Referral Management: Optimal Reward Programs
2001
The role of customer delight and customer equity for loyalty in upscale hotels
2019
Delight by Design: The Role of Hedonic Versus Utilitarian Benefits
2008
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 COVID-19 pandemic on information management research and practice: Transforming education, work and life
2020 Standout
The role of tourists' emotional experiences and satisfaction in understanding behavioral intentions
2013 Standout
Effects of COVID-19 on hotel marketing and management: a perspective article
2020 Standout
From Marketing Mix to Relationship Marketing
1994 Standout
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
2004
Can banks improve customer relationships with high quality online services?
2007
Emotion in the workplace: The new challenge for managers
2002
Emotions in consumer behavior: a hierarchical approach
2004 Standout
Understanding Customer Delight
2011
Trust and Electronic Government Success: An Empirical Study
2008 Standout
A Cognitive Appraisal Process of Customer Delight: The Moderating Effect of Place Identity
2019
The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs
2007 Standout
THE IMPACT OF PSYCHOLOGICAL CONTRACT BREACH ON WORK‐RELATED OUTCOMES: A META‐ANALYSIS
2007 Standout
Formative versus reflective measurement models: Two applications of formative measurement
2008 Standout
Service Research Priorities in a Rapidly Changing Context
2015 Standout
Benchmarking Marketing Capabilities for Sustainable Competitive Advantage
2004 Standout
Impact of Online Consumer Reviews on Sales: The Moderating Role of Product and Consumer Characteristics
2010 Standout
Corporate Social Responsibility, Customer Satisfaction, and Market Value
2006 Standout
Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context
2013 Standout
Inducing word-of-mouth by eliciting surprise – a pilot investigation
2002
Can we predict customer lifetime value?
2005
The WOW factor: Creating value through win-back offers to reacquire lost customers
2006
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
2006
Over-the-top (OTT) retailing in the post pandemic world. Unveiling consumer drivers and barriers using a qualitative study
2023 Standout
Works of Rick Oliver being referenced
Should We Delight the Customer?
2000