# | Title | Journal | Year | Citations |
---|
1 | E-S-QUAL | Journal of Service Research | 2005 | 2,736 |
2 | Customer Engagement Behavior: Theoretical Foundations and Research Directions | Journal of Service Research | 2010 | 2,378 |
3 | Customer Engagement | Journal of Service Research | 2011 | 2,354 |
4 | Technology Readiness Index (Tri) | Journal of Service Research | 2000 | 1,992 |
5 | Understanding Relationship Marketing Outcomes | Journal of Service Research | 2002 | 1,730 |
6 | Customer Satisfaction and Word of Mouth | Journal of Service Research | 1998 | 1,484 |
7 | Artificial Intelligence in Service | Journal of Service Research | 2018 | 1,362 |
8 | Moving Forward and Making a Difference: Research Priorities for the Science of Service | Journal of Service Research | 2010 | 1,194 |
9 | The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents | Journal of Service Research | 2001 | 1,108 |
10 | Strengthening the Satisfaction-Profit Chain | Journal of Service Research | 2000 | 1,085 |
11 | Service Research Priorities in a Rapidly Changing Context | Journal of Service Research | 2015 | 1,065 |
12 | Consumer Cocreation in New Product Development | Journal of Service Research | 2010 | 1,020 |
13 | The Impact of New Media on Customer Relationships | Journal of Service Research | 2010 | 992 |
14 | Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value | Journal of Service Research | 2010 | 956 |
15 | Word-of-Mouth Processes within a Services Purchase Decision Context | Journal of Service Research | 2000 | 940 |
16 | SELECTION OF RATIONAL DISPUTE RESOLUTION METHOD BY APPLYING NEW STEP‐WISE WEIGHT ASSESSMENT RATIO ANALYSIS (SWARA) | Journal of Business Economics and Management | 2010 | 896 |
17 | Whither Services Marketing? | Journal of Service Research | 2004 | 870 |
18 | The Role of Customer Engagement Behavior in Value Co-Creation | Journal of Service Research | 2014 | 826 |
19 | Customer-Employee Rapport in Service Relationships | Journal of Service Research | 2000 | 817 |
20 | Challenges and Opportunities in Multichannel Customer Management | Journal of Service Research | 2006 | 812 |
21 | Health Care Customer Value Cocreation Practice Styles | Journal of Service Research | 2012 | 794 |
22 | Measuring Service Quality in E-Retailing | Journal of Service Research | 2006 | 780 |
23 | An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery | Journal of Service Research | 2000 | 761 |
24 | The Critical Incident Technique in Service Research | Journal of Service Research | 2004 | 730 |
25 | Customer Engagement as a New Perspective in Customer Management | Journal of Service Research | 2010 | 726 |
26 | Domo Arigato Mr. Roboto | Journal of Service Research | 2017 | 708 |
27 | Service Design for Experience-Centric Services | Journal of Service Research | 2010 | 675 |
28 | An Updated and Streamlined Technology Readiness Index | Journal of Service Research | 2015 | 673 |
29 | An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters | Journal of Service Research | 1998 | 665 |
30 | The Relationships between Culture and Service Quality Perceptions | Journal of Service Research | 2000 | 610 |
31 | Cultural Influences on Service Quality Expectations | Journal of Service Research | 1998 | 583 |
32 | The Role of Emotions in Service Encounters | Journal of Service Research | 2002 | 574 |
33 | A Hierarchical Model of Health Service Quality | Journal of Service Research | 2007 | 558 |
34 | Do We Really Need Multiple-Item Measures in Service Research? | Journal of Service Research | 2001 | 548 |
35 | Customer Orientation | Journal of Service Research | 2001 | 527 |
36 | Organizational resilience: a capability-based conceptualization | Business Research | 2020 | 511 |
37 | Employee Satisfaction, Customer Loyalty, and Financial Performance | Journal of Service Research | 1998 | 508 |
38 | When the Recipe Is More Important Than the Ingredients | Journal of Service Research | 2014 | 508 |
39 | Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis | Journal of Service Research | 2011 | 502 |
40 | Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting | Journal of Service Research | 2011 | 497 |
41 | Characterizing Value as an Experience | Journal of Service Research | 2012 | 491 |
42 | Modeling Customer Lifetime Value | Journal of Service Research | 2006 | 486 |
43 | Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research | Journal of Service Research | 2010 | 462 |
44 | The Quintuple Helix innovation model: global warming as a challenge and driver for innovation | Journal of Innovation and Entrepreneurship | 2012 | 438 |
45 | Quality of Electronic Services | Journal of Service Research | 2006 | 420 |
46 | An Examination of Moderator Effects in the Four-Stage Loyalty Model | Journal of Service Research | 2006 | 420 |
47 | The Path to Customer Centricity | Journal of Service Research | 2006 | 419 |
48 | Modeling and Managing Student Loyalty | Journal of Service Research | 2001 | 417 |
49 | Service Systems | Journal of Service Research | 2015 | 401 |
50 | The Role of Price Perceptions in an Integrated Model of Behavioral Intentions | Journal of Service Research | 2001 | 363 |
51 | Exploring Customer Loyalty Following Service Recovery | Journal of Service Research | 2008 | 362 |
52 | The Concept of Sustainable Development: From its Beginning to the Contemporary Issues | Zagreb International Review of Economics and Business | 2018 | 356 |
53 | The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations | Journal of Service Research | 2000 | 355 |
54 | Engaged to a Robot? The Role of AI in Service | Journal of Service Research | 2021 | 353 |
55 | Customer Integration and Value Creation | Journal of Service Research | 2008 | 344 |
56 | Service Customization Through Employee Adaptiveness | Journal of Service Research | 2005 | 340 |
57 | Forming Successful Business-to-Business Services in Goods-Dominant Firms | Journal of Service Research | 2005 | 338 |
58 | The Role of Culture in the Service Evaluation Process | Journal of Service Research | 1999 | 337 |
59 | The Positive and Negative Effects of Switching Costs on Relational Outcomes | Journal of Service Research | 2007 | 331 |
60 | Analytics for Customer Engagement | Journal of Service Research | 2010 | 327 |
61 | When Customers Receive Support From Other Customers: Exploring the Influence of Intercustomer Social Support on Customer Voluntary Performance | Journal of Service Research | 2007 | 324 |
62 | A Meta-Analysis of Organizational Complaint Handling and Customer Responses | Journal of Service Research | 2011 | 323 |
63 | The theory contribution of case study research designs | Business Research | 2017 | 321 |
64 | The Service Provider Switching Model (SPSM) | Journal of Service Research | 1999 | 317 |
65 | Customer Effort in Value Cocreation Activities | Journal of Service Research | 2015 | 308 |
66 | Service Quality in Multichannel Services Employing Virtual Channels | Journal of Service Research | 2006 | 306 |
67 | Transformative Service Research | Journal of Service Research | 2015 | 305 |
68 | Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting | Journal of Service Research | 2007 | 303 |
69 | PICTURE FUZZY CROSS-ENTROPY FOR MULTIPLE ATTRIBUTE DECISION MAKING PROBLEMS | Journal of Business Economics and Management | 2016 | 299 |
70 | Exploring the Social Supportive Role of Third Places in Consumers' Lives | Journal of Service Research | 2006 | 286 |
71 | Designing Multi-Interface Service Experiences | Journal of Service Research | 2008 | 286 |
72 | Measuring Internal Market Orientation | Journal of Service Research | 2005 | 278 |
73 | High Tech and High Touch | Journal of Service Research | 2013 | 269 |
74 | Service Delivery Innovation | Journal of Service Research | 2009 | 264 |
75 | Linking Service-Dominant Logic and Strategic Business Practice | Journal of Service Research | 2012 | 260 |
76 | Entrepreneurial intention among engineering students: The role of entrepreneurship education | European Research on Management and Business Economics | 2018 | 260 |
77 | Linking Brand Equity to Customer Equity | Journal of Service Research | 2006 | 255 |
78 | Exploring Service Sabotage | Journal of Service Research | 2002 | 252 |
79 | The Relationships between Culture and Behavioral Intentions toward Services | Journal of Service Research | 2001 | 250 |
80 | Service Recovery Paradox: A Meta-Analysis | Journal of Service Research | 2007 | 249 |
81 | Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing Companies | Journal of Service Research | 2010 | 248 |
82 | Reassessing the Foundations of Customer Delight | Journal of Service Research | 2005 | 247 |
83 | Switching Processes in Customer Relationships | Journal of Service Research | 1999 | 246 |
84 | The Effect of Corporate Image in the Formation of Customer Loyalty | Journal of Service Research | 1998 | 243 |
85 | Revenue and Profit Implications of Industrial Service Strategies | Journal of Service Research | 2014 | 241 |
86 | Getting Smart | Journal of Service Research | 2017 | 241 |
87 | Social responsibility and financial performance: The role of good corporate governance | BRQ Business Research Quarterly | 2016 | 240 |
88 | Service Loyalty | Journal of Service Research | 2008 | 235 |
89 | Relating Brandand Customer Perspectives on Marketing Management | Journal of Service Research | 2002 | 234 |
90 | Stock market index prediction using artificial neural network | Journal of Economics, Finance and Administrative Science | 2016 | 234 |
91 | Competitive Advantage Achievement through Innovation and Knowledge | Journal of Competitiveness | 2013 | 231 |
92 | Managing Engagement Behaviors in a Network of Customers and Stakeholders | Journal of Service Research | 2014 | 231 |
93 | Comparing Service Delivery to What Might Have Been | Journal of Service Research | 1999 | 230 |
94 | On the Role of Empathy in Customer-Employee Interactions | Journal of Service Research | 2012 | 230 |
95 | Relationships between Service Providers and Their Impact on Customers | Journal of Service Research | 2002 | 228 |
96 | Cocreating Customer Value Through Hyperreality in the Prepurchase Service Experience | Journal of Service Research | 2005 | 224 |
97 | A Service Climate Synthesis and Future Research Agenda | Journal of Service Research | 2014 | 223 |
98 | Y and Z Generations at Workplaces | Journal of Competitiveness | 2016 | 221 |
99 | Consequences of Forcing Consumers to Use Technology-Based Self-Service | Journal of Service Research | 2008 | 215 |
100 | Sustainable supply chain management: Review and research opportunities | IIMB Management Review | 2011 | 215 |