Standout Papers
Citation Impact
Citing Papers
A Conceptual Model of Service Quality and Its Implications for Future Research
1985 Standout
General Theories and the Fundamental Explananda of Marketing
1983
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
1990 Standout
Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1
2012 Standout
Understanding Information Systems Continuance: An Expectation-Confirmation Model1
2001 Standout
Critical Service Encounters: The Employee's Viewpoint
1994
Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services across Cultures
2010
Individual Psychological Ownership: Concepts, Evidence, and Implications for Research in Marketing
2015
Trust and TAM in Online Shopping: An Integrated Model1
2003 Standout
Service Quality: A Measure of Information Systems Effectiveness
1995
Going to Extremes: Managing Service Encounters and Assessing Provider Performance
1995
A new criterion for assessing discriminant validity in variance-based structural equation modeling
2014 Standout
Servitization: Disentangling the impact of service business model innovation on manufacturing firm performance
2013
Individual- and organizational-level consequences of organizational citizenship behaviors: A meta-analysis.
2009 Standout
Common method biases in behavioral research: A critical review of the literature and recommended remedies.
2003 Standout
A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.
2001
The job satisfaction–job performance relationship: A qualitative and quantitative review.
2001 Standout
The Applicability of SERVQUAL in Different Health Care Environments
1999
Measuring Service Quality: A Reexamination and Extension
1992 Standout
A Prospectus for Theory Construction in Marketing
1984
Is Science Marketing?
1983
Understanding Relationship Marketing Outcomes
2002 Standout
Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic
2014
Uncovering Collaborative Value Creation Patterns and Establishing Corresponding Customer Roles
2013
Evolving to a New Dominant Logic for Marketing
2003 Standout
Critical Service Encounters: The Employee's Viewpoint
1994
A Service Climate Synthesis and Future Research Agenda
2013
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
1999
Utopian Enterprise: Articulating the Meanings ofStar Trek's Culture of Consumption : Figure 1
2001 Standout
Technology Infusion in Service Encounters
2000
Services Management Research
2014
Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions
2006
Designing Multi-Interface Service Experiences
2008
Transformative service research: An agenda for the future
2012 Standout
Developing Buyer-Seller Relationships
1987 Standout
PLS-SEM: Indeed a Silver Bullet
2011 Standout
The impact of other customers on service experiences: A critical incident examination of “getting along”
1997
Customer Experience Management in Retailing: Understanding the Buying Process
2009
The influence of consumer traits and demographics on intention to use retail self‐service checkouts
2010
Service Problems and Recovery Stratégies: An Experiment
2000
The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda
2000
Testing the SERVQUAL scale in the business‐to‐business sector: The case of ocean freight shipping service
1999
The role of perceived risk in the quality-value relationship: A study in a retail environment
1999
An agenda for service research at the base of the pyramid
2013
Nomic necessity in marketing theory: The issue of counterfactual conditionals
1985
The nomological net of perceived service quality
1997
Caution in the Use of Difference Scores in Consumer Research
1993
Do Citizenship Behaviors Matter More for Managers Than for Salespeople?
1999
Service Design for Experience-Centric Services
2009
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
2000 Standout
A TRIZ-Based Method for New Service Design
2005
Consequences of Forcing Consumers to Use Technology-Based Self-Service
2008
The Behavioral Consequences of Service Quality
1996 Standout
Modeling the Determinants of Customer Satisfaction for Business-to-Business Professional Services
1996
Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic
2010
The Role of Parent Brand Quality for Service Brand Extension Success
2010
How call center location impacts expectations of service from reputable versus lesser known firms
2007
It’s all at the mall: exploring adolescent girls’ experiences
2004
The role of personalization in service encounters
1996
Mapping of Journal of Service Research Themes: A 22-Year Review
2020
Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research
2000 Standout
An investigation of positive affect, prosocial behaviors and service quality
1997
The Service Delivery Network (SDN)
2013
Health Care Customer Value Cocreation Practice Styles
2012
Touch versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters
2014
New approaches to dark tourism inquiry: A response to Isaac
2015
Customer Experience Creation: Determinants, Dynamics and Management Strategies
2009 Standout
Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services
2004
A revised view of service quality dimensions: An empirical investigation
1994
On the Evaluation of Structural Equation Models
1988 Standout
Dystopian dark tourism: An exploratory examination
2015
Service-Dominant Logic: Premises, Perspectives, Possibilities
2014
Understanding Organization-Customer Links in Service Settings
2005
High Tech and High Touch
2012
A Comparison of Alternative Direct and Discrepancy Approaches to Measuring Quality of Performance at a Festival
1997
Excitement at the mall: Determinants and effects on shopping response
1998
Consumers' captive service experiences: it's YOU and ME
2015
Electronic word-of-mouth in hospitality and tourism management
2007 Standout
Consumers’ emotional responses to service encounters
1995
Assessment of the Three-Column Format SERVQUAL
2000
Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments
2000
Customization of the service experience: the role of the frontline employee
1996
A Service Lens on Value Creation: Marketing's Role in Achieving Strategic Advantage
2014
A Grand Gender Convergence: Its Last Chapter
2014 StandoutNobel
Modeling the determinants of customer satisfaction for business-to-business professional services
1997
Delays and the Dynamics of Service Evaluations
1994
Sources of Method Bias in Social Science Research and Recommendations on How to Control It
2011 Standout
On the complex nature of patient evaluations of general practice service
1998
The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—The service encounter prospective
2007
How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service
2014
From Iron Cage to Iron Shield? How Bureaucracy Enables Temporal Flexibility for Professional Service Workers
2007
Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting
2011
Intermediation and the role of intermediaries in innovation
2006 Standout
Putting Consumer Experience Back into Consumer Research: The Philosophy and Method of Existential-Phenomenology
1989
The Behavioral Consequences of Service Quality
1996 Standout
Emotional Labor in Service Roles: The Influence of Identity
1993 Standout
A retrospective evaluation of Marketing Intelligence and Planning: 1983–2019
2020
Developing service research – paving the way to transdisciplinary research
2016
Measuring service quality: current thinking and future requirements
1999
The role of affect in consumer satisfaction judgments of credence-based services
1996
A Conceptual Model of Service Quality and Its Implications for Future Research
1985 Standout
Service Performance Gap
1999
The employee-organization relationship, organizational citizenship behaviors, and superior service quality
2002
A cross‐sectional test of the effect and conceptualization of service value
1997
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
2001 Standout
Service Sweethearting: Its Antecedents and Customer Consequences
2011
Quality, satisfaction and behavioral intentions
2000 Standout
Modern Marketing Theory: Critical Issues in the Philosophy of Marketing Science
1991
When Good Brands Do Bad
2004
Use of partial least squares (PLS) in strategic management research: a review of four recent studies
1999 Standout
The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development
1997
On the evaluation of structural equation models
1988 Standout
Self-service technology effectiveness: the role of design features and individual traits
2007
Social Identity and Self-Categorization Processes in Organizational Contexts
2000 Standout
Service quality perspectives and satisfaction in private banking
2000
Satisfiers and Dissatisfiers in the Online Environment
2008
Construction and Validation of a Scale to Measure Celebrity Endorsers' Perceived Expertise, Trustworthiness, and Attractiveness
1990 Standout
Early Modern Ottoman Coffeehouse Culture and the Formation of the Consumer Subject
2010 Standout
Domo Arigato Mr. Roboto
2016 Standout
Customer expectation dimensions of voice‐to‐voice service encounters: a scale‐development study
2000
Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling
2003
The Beautiful, the Cheerful, and the Helpful: The Effects of Service Employee Attributes on Customer Satisfaction
2013
The dynamics of the service delivery process: A value-based approach
1997
Service Systems Engineering
2014
Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing Companies
2010
Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria
1994
INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation
2000
Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures
2010
The Service Revolution and the Transformation of Marketing Science
2014
SERVQUAL revisited: a critical review of service quality
1996
The changing role of employees in service theory and practice: An interdisciplinary view
2015
The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies
2013
Advertising Sex-Typed Services: The Effects of Sex, Service Type, and Employee Type on Consumer Attitudes
1998
Patient perceptions of service quality: combining the dimensions
2000
Structural equation modeling in practice: A review and recommended two-step approach.
1988 Standout
Performance and job satisfaction effects on salesperson turnover: A replication and extension
1988
Organizational Citizenship Behaviors and Organizational Effectiveness: Examining Relationships in Taiwanese Banks
2004
Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting
2007
Alternative Indexes for Monitoring Customer Perceptions of Service Quality: A Comparative Evaluation in a Retail Context
1998
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
1998
Consumer Trust, Value, and Loyalty in Relational Exchanges
2002 Standout
Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer
1995
Incivility in the workplace: Incidence and impact.
2001 Standout
Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality
1993
“Futurizing” smart service: implications for service researchers and managers
2015
Consuming symbolism: marketing D-Day and Normandy
2016
How to conduct a bibliometric analysis: An overview and guidelines
2021 Standout
Developing a deeper understanding of post-purchase perceived risk and behavioral intentions in a service setting
2007
A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study
2000
Service Research Priorities in a Rapidly Changing Context
2015 Standout
The Nature and Determinants of Customer Expectations of Service
1993 Standout
An Updated and Streamlined Technology Readiness Index
2014
High-Performance Human Resource Practices, Citizenship Behavior, and Organizational Performance: A Relational Perspective
2007 Standout
Relational Benefits in Services Industries: The Customer's Perspective
1998 Standout
Strategy and structure configurations for services within product‐centric businesses
2011
Cancer resource centers as third places
2013
An examination of consumer sentiment toward offshored services
2010 Standout
Progress in dark tourism and thanatourism research: An uneasy relationship with heritage tourism
2017 Standout
Health Care
2007
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
1999 Standout
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
2000 Standout
A customer‐dominant logic of service
2010
Is the Resource-Based “View” a Useful Perspective for Strategic Management Research?
2001 Standout
A model of destination image formation
1999 Standout
Works of Stephen Brown being referenced
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
1998
On Explaining and Predicting the Effectiveness of Celebrity Endorsers
1981
The Future Perfect Declined: Utopian Studies and Consumer Research
2001
Marketing theory : distinguished contributions
1984
A Gap Analysis of Professional Service Quality
1989
Postmodern Marketing Research: No Representation without Taxation
1995
Manufacturers forming successful complex business services
2008
Utilizing Effort and Task Difficulty Information in Evaluating Salespeople
1985
Service recovery: its value and limitations as a retail strategy
1996
A general framework for explaining internal vs. external exchange
1992
Forming Successful Business-to-Business Services in Goods-Dominant Firms
2005
Are we nearly there yet? On the retro-dominant logic of marketing
2007
Service expectations: the consumer versus the provider
1995
Service Customization Through Employee Adaptiveness
2005
The secret to true service innovation
2012
Client Co-Production in Knowledge-Intensive Business Services
2002
A Gap Analysis of Professional Service Quality
1989
The evolution and discovery of services science in business schools
2006
Consumer satisfaction and perceived quality: Complementary or divergent constructs?
1994
The service imperative
2008
Dark marketing: ghost in the machine or skeleton in the cupboard?
2012
SHOPPER CIRCULATION IN A PLANNED SHOPPING CENTRE
1991
Institutional Change in Retailing: A Review and Synthesis
1987
From goods to great: Service innovation in a product-dominant firm
2013
Consumer and provider expectations and experiences in evaluating professional service quality
1989
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies
2005
Consumer Medical Complaint Behavior: Determinants of and Alternatives to Malpractice Litigation
1984
Tracking the evolution of the services marketing literature
1993
Moving Forward and Making a Difference: Research Priorities for the Science of Service
2010
Service quality : multidisciplinary and multinational perspectives
1998
The Center Cannot Hold: Consuming the Utopian Marketplace: Figure 1
2005
Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors
1997
Marketing Theory: Conceptual Foundations of Research in Marketing
1977
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
1998 Standout
Retro‐marketing: yesterday’s tomorrows, today!
1999
Generating positive word‐of‐mouth communication through customer‐employee relationships
2001
Marcadia postponed: Marketing, utopia and the millennium
1996
Paradigms in service research
2011
Consumer satisfaction and perceived quality: Complementary or divergent constructs?
1994
The loyalty ripple effect
1999
The Development and Emergence of Services Marketing Thought
1994