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Top Articles

#TitleJournalYearCitations
1E-S-QUALJournal of Service Research20052,736
2Customer Engagement Behavior: Theoretical Foundations and Research DirectionsJournal of Service Research20102,378
3Customer EngagementJournal of Service Research20112,354
4Technology Readiness Index (Tri)Journal of Service Research20001,992
5Understanding Relationship Marketing OutcomesJournal of Service Research20021,730
6Customer Satisfaction and Word of MouthJournal of Service Research19981,484
7Artificial Intelligence in ServiceJournal of Service Research20181,362
8Moving Forward and Making a Difference: Research Priorities for the Science of ServiceJournal of Service Research20101,194
9The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential AntecedentsJournal of Service Research20011,108
10Strengthening the Satisfaction-Profit ChainJournal of Service Research20001,085
11Service Research Priorities in a Rapidly Changing ContextJournal of Service Research20151,065
12Consumer Cocreation in New Product DevelopmentJournal of Service Research20101,020
13The Impact of New Media on Customer RelationshipsJournal of Service Research2010992
14Undervalued or Overvalued Customers: Capturing Total Customer Engagement ValueJournal of Service Research2010956
15Word-of-Mouth Processes within a Services Purchase Decision ContextJournal of Service Research2000940
16SELECTION OF RATIONAL DISPUTE RESOLUTION METHOD BY APPLYING NEW STEP‐WISE WEIGHT ASSESSMENT RATIO ANALYSIS (SWARA)Journal of Business Economics and Management2010896
17Whither Services Marketing?Journal of Service Research2004870
18The Role of Customer Engagement Behavior in Value Co-CreationJournal of Service Research2014826
19Customer-Employee Rapport in Service RelationshipsJournal of Service Research2000817
20Challenges and Opportunities in Multichannel Customer ManagementJournal of Service Research2006812
21Health Care Customer Value Cocreation Practice StylesJournal of Service Research2012794
22Measuring Service Quality in E-RetailingJournal of Service Research2006780
23An Empirical Investigation of Customer Satisfaction after Service Failure and RecoveryJournal of Service Research2000761
24The Critical Incident Technique in Service ResearchJournal of Service Research2004730
25Customer Engagement as a New Perspective in Customer ManagementJournal of Service Research2010726
26Domo Arigato Mr. RobotoJournal of Service Research2017708
27Service Design for Experience-Centric ServicesJournal of Service Research2010675
28An Updated and Streamlined Technology Readiness IndexJournal of Service Research2015673
29An Experimental Investigation of Customer Reactions to Service Failure and Recovery EncountersJournal of Service Research1998665
30The Relationships between Culture and Service Quality PerceptionsJournal of Service Research2000610
31Cultural Influences on Service Quality ExpectationsJournal of Service Research1998583
32The Role of Emotions in Service EncountersJournal of Service Research2002574
33A Hierarchical Model of Health Service QualityJournal of Service Research2007558
34Do We Really Need Multiple-Item Measures in Service Research?Journal of Service Research2001548
35Customer OrientationJournal of Service Research2001527
36Organizational resilience: a capability-based conceptualizationBusiness Research2020511
37Employee Satisfaction, Customer Loyalty, and Financial PerformanceJournal of Service Research1998508
38When the Recipe Is More Important Than the IngredientsJournal of Service Research2014508
39Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical AnalysisJournal of Service Research2011502
40Multilevel Service Design: From Customer Value Constellation to Service Experience BlueprintingJournal of Service Research2011497
41Characterizing Value as an ExperienceJournal of Service Research2012491
42Modeling Customer Lifetime ValueJournal of Service Research2006486
43Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth ResearchJournal of Service Research2010462
44The Quintuple Helix innovation model: global warming as a challenge and driver for innovationJournal of Innovation and Entrepreneurship2012438
45Quality of Electronic ServicesJournal of Service Research2006420
46An Examination of Moderator Effects in the Four-Stage Loyalty ModelJournal of Service Research2006420
47The Path to Customer CentricityJournal of Service Research2006419
48Modeling and Managing Student LoyaltyJournal of Service Research2001417
49Service SystemsJournal of Service Research2015401
50The Role of Price Perceptions in an Integrated Model of Behavioral IntentionsJournal of Service Research2001363
51Exploring Customer Loyalty Following Service RecoveryJournal of Service Research2008362
52The Concept of Sustainable Development: From its Beginning to the Contemporary IssuesZagreb International Review of Economics and Business2018356
53The Impact of Empowerment on Customer Contact Employees’ Roles in Service OrganizationsJournal of Service Research2000355
54Engaged to a Robot? The Role of AI in ServiceJournal of Service Research2021353
55Customer Integration and Value CreationJournal of Service Research2008344
56Service Customization Through Employee AdaptivenessJournal of Service Research2005340
57Forming Successful Business-to-Business Services in Goods-Dominant FirmsJournal of Service Research2005338
58The Role of Culture in the Service Evaluation ProcessJournal of Service Research1999337
59The Positive and Negative Effects of Switching Costs on Relational OutcomesJournal of Service Research2007331
60Analytics for Customer EngagementJournal of Service Research2010327
61When Customers Receive Support From Other Customers: Exploring the Influence of Intercustomer Social Support on Customer Voluntary PerformanceJournal of Service Research2007324
62A Meta-Analysis of Organizational Complaint Handling and Customer ResponsesJournal of Service Research2011323
63The theory contribution of case study research designsBusiness Research2017321
64The Service Provider Switching Model (SPSM)Journal of Service Research1999317
65Customer Effort in Value Cocreation ActivitiesJournal of Service Research2015308
66Service Quality in Multichannel Services Employing Virtual ChannelsJournal of Service Research2006306
67Transformative Service ResearchJournal of Service Research2015305
68Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail SettingJournal of Service Research2007303
69PICTURE FUZZY CROSS-ENTROPY FOR MULTIPLE ATTRIBUTE DECISION MAKING PROBLEMSJournal of Business Economics and Management2016299
70Exploring the Social Supportive Role of Third Places in Consumers' LivesJournal of Service Research2006286
71Designing Multi-Interface Service ExperiencesJournal of Service Research2008286
72Measuring Internal Market OrientationJournal of Service Research2005278
73High Tech and High TouchJournal of Service Research2013269
74Service Delivery InnovationJournal of Service Research2009264
75Linking Service-Dominant Logic and Strategic Business PracticeJournal of Service Research2012260
76Entrepreneurial intention among engineering students: The role of entrepreneurship educationEuropean Research on Management and Business Economics2018260
77Linking Brand Equity to Customer EquityJournal of Service Research2006255
78Exploring Service SabotageJournal of Service Research2002252
79The Relationships between Culture and Behavioral Intentions toward ServicesJournal of Service Research2001250
80Service Recovery Paradox: A Meta-AnalysisJournal of Service Research2007249
81Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing CompaniesJournal of Service Research2010248
82Reassessing the Foundations of Customer DelightJournal of Service Research2005247
83Switching Processes in Customer RelationshipsJournal of Service Research1999246
84The Effect of Corporate Image in the Formation of Customer LoyaltyJournal of Service Research1998243
85Revenue and Profit Implications of Industrial Service StrategiesJournal of Service Research2014241
86Getting SmartJournal of Service Research2017241
87Social responsibility and financial performance: The role of good corporate governanceBRQ Business Research Quarterly2016240
88Service LoyaltyJournal of Service Research2008235
89Relating Brandand Customer Perspectives on Marketing ManagementJournal of Service Research2002234
90Stock market index prediction using artificial neural networkJournal of Economics, Finance and Administrative Science2016234
91Competitive Advantage Achievement through Innovation and KnowledgeJournal of Competitiveness2013231
92Managing Engagement Behaviors in a Network of Customers and StakeholdersJournal of Service Research2014231
93Comparing Service Delivery to What Might Have BeenJournal of Service Research1999230
94On the Role of Empathy in Customer-Employee InteractionsJournal of Service Research2012230
95Relationships between Service Providers and Their Impact on CustomersJournal of Service Research2002228
96Cocreating Customer Value Through Hyperreality in the Prepurchase Service ExperienceJournal of Service Research2005224
97A Service Climate Synthesis and Future Research AgendaJournal of Service Research2014223
98Y and Z Generations at WorkplacesJournal of Competitiveness2016221
99Consequences of Forcing Consumers to Use Technology-Based Self-ServiceJournal of Service Research2008215
100Sustainable supply chain management: Review and research opportunitiesIIMB Management Review2011215