3.8(top 10%)
impact factor
1.6K(top 10%)
papers
80.0K(top 5%)
citations
136(top 5%)
h-index
4.1(top 10%)
impact factor
1.8K
all documents
88.3K
doc citations
203(top 5%)
g-index

Top Articles

#TitleJournalYearCitations
1Customer satisfaction with services: putting perceived value into the equationJournal of Services Marketing20001,225
2The effect of the servicescape on customers’ behavioral intentions in leisure service settingsJournal of Services Marketing1996627
3SERVQUAL revisited: a critical review of service qualityJournal of Services Marketing1996602
4The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in FranceJournal of Services Marketing2001576
5Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logicJournal of Services Marketing2010563
6The relationship between service quality and customer satisfaction – a factor specific approachJournal of Services Marketing2002535
7Self‐service technology adoption: comparing three technologiesJournal of Services Marketing2005500
8The determinants of perceived service quality and its relationship with satisfactionJournal of Services Marketing2000498
9Service recovery: Impact on satisfaction and intentionsJournal of Services Marketing1995480
10Tracking service failures and employee recovery effortsJournal of Services Marketing1995479
11The Importance of Servicescapes in Leisure Service SettingsJournal of Services Marketing1994465
12The impact of communication effectiveness and service quality on relationship commitment in consumer, professional servicesJournal of Services Marketing1999450
13Market orientation and performance in service firms: role of innovationJournal of Services Marketing2003440
14Why do customers switch? The dynamics of satisfaction versus loyaltyJournal of Services Marketing1998435
15A customer‐oriented new service development processJournal of Services Marketing2002434
16Compatibility Management: Customer‐to‐Customer Relationships in Service EnvironmentsJournal of Services Marketing1989430
17A model of fan identification: antecedents and sponsorship outcomesJournal of Services Marketing2003426
18The impact of service failure severity on service recovery evaluations andpost‐recovery relationshipsJournal of Services Marketing2004418
19Transaction‐specific satisfaction and overall satisfaction: an empirical analysisJournal of Services Marketing2000414
20Advances in the internal marketing concept: definition, synthesis and extensionJournal of Services Marketing2000412
21Service quality, customer satisfaction, and behavioral intentions in the service factoryJournal of Services Marketing2006411
22Determinants of trust in a service provider: the moderating role of length of relationshipJournal of Services Marketing2002395
23An examination of perceived risk, information search and behavioral intentions in search, experience and credence servicesJournal of Services Marketing1999382
24Modeling consumer satisfaction and word‐of‐mouth: restaurant patronage in KoreaJournal of Services Marketing2005369
25Customer satisfaction in the restaurant industry: an examination of the transaction‐specific modelJournal of Services Marketing2006367
26The effectiveness of service recovery in a multi‐industry settingJournal of Services Marketing2001354
27Word‐of‐mouth communication in the service marketplaceJournal of Services Marketing1999332
28The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainantsJournal of Services Marketing2006329
29Customer experience management: a critical review of an emerging ideaJournal of Services Marketing2010329
30A cross‐sectional test of the effect and conceptualization of service valueJournal of Services Marketing1997322
31A Proposed Model for New Service DevelopmentJournal of Services Marketing1989316
32A cost/benefit approach to understanding service loyaltyJournal of Services Marketing2001311
33The impact of experiential consumption cognitions and emotions on behavioral intentionsJournal of Services Marketing2008310
34The effects of customer service on consumer complaining behaviorJournal of Services Marketing1995306
35Customer loyalty to content‐based Web sites: the case of an online health‐care serviceJournal of Services Marketing2004302
36Jaycustomer behavior: an exploration of types and motives in the hospitality industryJournal of Services Marketing2004292
37Online servicescapes, trust, and purchase intentionsJournal of Services Marketing2010289
38Service quality perspectives and satisfaction in private bankingJournal of Services Marketing2000282
39A model of customer loyalty and corporate social responsibilityJournal of Services Marketing2011273
40Perceived value: a critical examination of definitions, concepts and measures for the service industryJournal of Services Marketing2011269
41Service quality and customer loyalty perspectives on two levels of retail relationshipsJournal of Services Marketing2003267
42Image segmentation: the case of a tourism destinationJournal of Services Marketing2001265
43A conceptual approach to classifying sports fansJournal of Services Marketing1999260
44“Futurizing” smart service: implications for service researchers and managersJournal of Services Marketing2015260
45The impact of perceived justice on consumers' emotional responses to service complaint experiencesJournal of Services Marketing2005253
46Determinants of customer‐perceived service quality: a confirmatory factor analysis approachJournal of Services Marketing2002251
47Trust in humanoid robots: implications for services marketingJournal of Services Marketing2019249
48Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty StoresJournal of Services Marketing1994245
49Internet banking adoption among mature customers: early majority or laggards?Journal of Services Marketing2003244
50Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sitesJournal of Services Marketing2010241