13.8(top 1%)
impact factor
661(top 20%)
papers
90.9K(top 5%)
citations
149(top 2%)
h-index
17.1(top 1%)
impact factor
861
all documents
98.6K
doc citations
278(top 2%)
g-index

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
16Whither Services Marketing?Journal of Service Research2004870
17The Role of Customer Engagement Behavior in Value Co-CreationJournal of Service Research2014826
18Customer-Employee Rapport in Service RelationshipsJournal of Service Research2000817
19Challenges and Opportunities in Multichannel Customer ManagementJournal of Service Research2006812
20Health Care Customer Value Cocreation Practice StylesJournal of Service Research2012794
21Measuring Service Quality in E-RetailingJournal of Service Research2006780
22An Empirical Investigation of Customer Satisfaction after Service Failure and RecoveryJournal of Service Research2000761
23The Critical Incident Technique in Service ResearchJournal of Service Research2004730
24Customer Engagement as a New Perspective in Customer ManagementJournal of Service Research2010726
25Domo Arigato Mr. RobotoJournal of Service Research2017708
26Service Design for Experience-Centric ServicesJournal of Service Research2010675
27An Updated and Streamlined Technology Readiness IndexJournal of Service Research2015673
28An Experimental Investigation of Customer Reactions to Service Failure and Recovery EncountersJournal of Service Research1998665
29The Relationships between Culture and Service Quality PerceptionsJournal of Service Research2000610
30Cultural Influences on Service Quality ExpectationsJournal of Service Research1998583
31The Role of Emotions in Service EncountersJournal of Service Research2002574
32A Hierarchical Model of Health Service QualityJournal of Service Research2007558
33Do We Really Need Multiple-Item Measures in Service Research?Journal of Service Research2001548
34Customer OrientationJournal of Service Research2001527
35Employee Satisfaction, Customer Loyalty, and Financial PerformanceJournal of Service Research1998508
36When the Recipe Is More Important Than the IngredientsJournal of Service Research2014508
37Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical AnalysisJournal of Service Research2011502
38Multilevel Service Design: From Customer Value Constellation to Service Experience BlueprintingJournal of Service Research2011497
39Characterizing Value as an ExperienceJournal of Service Research2012491
40Modeling Customer Lifetime ValueJournal of Service Research2006486
41Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth ResearchJournal of Service Research2010462
42Quality of Electronic ServicesJournal of Service Research2006420
43An Examination of Moderator Effects in the Four-Stage Loyalty ModelJournal of Service Research2006420
44The Path to Customer CentricityJournal of Service Research2006419
45Modeling and Managing Student LoyaltyJournal of Service Research2001417
46Service SystemsJournal of Service Research2015401
47The Role of Price Perceptions in an Integrated Model of Behavioral IntentionsJournal of Service Research2001363
48Exploring Customer Loyalty Following Service RecoveryJournal of Service Research2008362
49The Impact of Empowerment on Customer Contact Employees’ Roles in Service OrganizationsJournal of Service Research2000355
50Engaged to a Robot? The Role of AI in ServiceJournal of Service Research2021353