Standout Papers
- Putting the Service-Profit Chain to Work (1994)
- Why Satisfied Customers Defect (1995)
- Why Satisfied Customers Defect (1996)
Immediate Impact
81 standout
Citing Papers
An Open‐Environment Tactile Sensing System: Toward Simple and Efficient Material Identification
2022 Standout
Understanding the effect of social media marketing activities: The mediation of social identification, perceived value, and satisfaction
2018 Standout
Works of Thomas O. Jones being referenced
Putting the Service-Profit Chain to Work
1994 Standout
Author Peers
| Author | Last Decade | Papers | Cites | |||||
|---|---|---|---|---|---|---|---|---|
| Thomas O. Jones | 35 | 1094 | 1 | 3082 | 2097 | 7 | 3.9k | |
| Frederick F. Reichheld | 26 | 1304 | 2 | 3638 | 2770 | 9 | 4.5k | |
| Anthony J. Zahorik | 20 | 806 | 1 | 2849 | 2265 | 13 | 3.7k | |
| Barbara Everitt Bryant | 32 | 1157 | 1 | 2696 | 2108 | 11 | 3.9k | |
| James H. Drew | 25 | 1007 | 2742 | 1997 | 10 | 3.4k | ||
| Gary W. Loveman | 40 | 683 | 1 | 2084 | 1260 | 14 | 2.9k | |
| G. Lynn Shostack | 26 | 749 | 2031 | 2064 | 13 | 3.2k | ||
| Leonard A. Schlesinger | 76 | 1414 | 5 | 3387 | 2634 | 25 | 5.3k | |
| Deborah Cowles | 41 | 1982 | 1 | 3754 | 2353 | 16 | 4.8k | |
| Michael D. Hartline | 61 | 1169 | 2851 | 1442 | 20 | 3.6k | ||
| John A. Czepiel | 48 | 1314 | 2409 | 1819 | 18 | 3.4k |
All Works
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