# | Title | Journal | Year | Citations |
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1 | Customer satisfaction with services: putting perceived value into the equation | Journal of Services Marketing | 2000 | 1,225 |
2 | The effect of the servicescape on customers’ behavioral intentions in leisure service settings | Journal of Services Marketing | 1996 | 627 |
3 | SERVQUAL revisited: a critical review of service quality | Journal of Services Marketing | 1996 | 602 |
4 | The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France | Journal of Services Marketing | 2001 | 576 |
5 | Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic | Journal of Services Marketing | 2010 | 563 |
6 | The relationship between service quality and customer satisfaction – a factor specific approach | Journal of Services Marketing | 2002 | 535 |
7 | Self‐service technology adoption: comparing three technologies | Journal of Services Marketing | 2005 | 500 |
8 | The determinants of perceived service quality and its relationship with satisfaction | Journal of Services Marketing | 2000 | 498 |
9 | Service recovery: Impact on satisfaction and intentions | Journal of Services Marketing | 1995 | 480 |
10 | Tracking service failures and employee recovery efforts | Journal of Services Marketing | 1995 | 479 |
11 | The Importance of Servicescapes in Leisure Service Settings | Journal of Services Marketing | 1994 | 465 |
12 | The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services | Journal of Services Marketing | 1999 | 450 |
13 | Market orientation and performance in service firms: role of innovation | Journal of Services Marketing | 2003 | 440 |
14 | Why do customers switch? The dynamics of satisfaction versus loyalty | Journal of Services Marketing | 1998 | 435 |
15 | A customer‐oriented new service development process | Journal of Services Marketing | 2002 | 434 |
16 | Compatibility Management: Customer‐to‐Customer Relationships in Service Environments | Journal of Services Marketing | 1989 | 430 |
17 | A model of fan identification: antecedents and sponsorship outcomes | Journal of Services Marketing | 2003 | 426 |
18 | The impact of service failure severity on service recovery evaluations andpost‐recovery relationships | Journal of Services Marketing | 2004 | 418 |
19 | Transaction‐specific satisfaction and overall satisfaction: an empirical analysis | Journal of Services Marketing | 2000 | 414 |
20 | Advances in the internal marketing concept: definition, synthesis and extension | Journal of Services Marketing | 2000 | 412 |
21 | Service quality, customer satisfaction, and behavioral intentions in the service factory | Journal of Services Marketing | 2006 | 411 |
22 | Determinants of trust in a service provider: the moderating role of length of relationship | Journal of Services Marketing | 2002 | 395 |
23 | An examination of perceived risk, information search and behavioral intentions in search, experience and credence services | Journal of Services Marketing | 1999 | 382 |
24 | Modeling consumer satisfaction and word‐of‐mouth: restaurant patronage in Korea | Journal of Services Marketing | 2005 | 369 |
25 | Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model | Journal of Services Marketing | 2006 | 367 |
26 | The effectiveness of service recovery in a multi‐industry setting | Journal of Services Marketing | 2001 | 354 |
27 | Word‐of‐mouth communication in the service marketplace | Journal of Services Marketing | 1999 | 332 |
28 | The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants | Journal of Services Marketing | 2006 | 329 |
29 | Customer experience management: a critical review of an emerging idea | Journal of Services Marketing | 2010 | 329 |
30 | A cross‐sectional test of the effect and conceptualization of service value | Journal of Services Marketing | 1997 | 322 |
31 | A Proposed Model for New Service Development | Journal of Services Marketing | 1989 | 316 |
32 | A cost/benefit approach to understanding service loyalty | Journal of Services Marketing | 2001 | 311 |
33 | The impact of experiential consumption cognitions and emotions on behavioral intentions | Journal of Services Marketing | 2008 | 310 |
34 | The effects of customer service on consumer complaining behavior | Journal of Services Marketing | 1995 | 306 |
35 | Customer loyalty to content‐based Web sites: the case of an online health‐care service | Journal of Services Marketing | 2004 | 302 |
36 | Jaycustomer behavior: an exploration of types and motives in the hospitality industry | Journal of Services Marketing | 2004 | 292 |
37 | Online servicescapes, trust, and purchase intentions | Journal of Services Marketing | 2010 | 289 |
38 | Service quality perspectives and satisfaction in private banking | Journal of Services Marketing | 2000 | 282 |
39 | A model of customer loyalty and corporate social responsibility | Journal of Services Marketing | 2011 | 273 |
40 | Perceived value: a critical examination of definitions, concepts and measures for the service industry | Journal of Services Marketing | 2011 | 269 |
41 | Service quality and customer loyalty perspectives on two levels of retail relationships | Journal of Services Marketing | 2003 | 267 |
42 | Image segmentation: the case of a tourism destination | Journal of Services Marketing | 2001 | 265 |
43 | A conceptual approach to classifying sports fans | Journal of Services Marketing | 1999 | 260 |
44 | “Futurizing” smart service: implications for service researchers and managers | Journal of Services Marketing | 2015 | 260 |
45 | The impact of perceived justice on consumers' emotional responses to service complaint experiences | Journal of Services Marketing | 2005 | 253 |
46 | Determinants of customer‐perceived service quality: a confirmatory factor analysis approach | Journal of Services Marketing | 2002 | 251 |
47 | Trust in humanoid robots: implications for services marketing | Journal of Services Marketing | 2019 | 249 |
48 | Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores | Journal of Services Marketing | 1994 | 245 |
49 | Internet banking adoption among mature customers: early majority or laggards? | Journal of Services Marketing | 2003 | 244 |
50 | Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites | Journal of Services Marketing | 2010 | 241 |