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• 2015Out of control: A self-control perspective on the link between surface acting and abusive supervision.175 cited
• 2012A Systematic Approach to Scale Development in Tourist Shopping Satisfaction173 cited
• 2019From transactions to journeys and beyond: The evolution of B2B buying process modeling126 cited
• 2011Customer experiences with brands: Literature review and research directions95 cited
• 2011When Exporting Manufacturers Compete on the Basis of Service: Resources and Marketing Capabilities Driving Service Advantage and Performance87 cited
• 2012Return on relationships: conceptual understanding and measurement of mutual gains from relational business engagements86 cited
• 2006Demand chain effectiveness – supply chain efficiencies77 cited
• 2012Identifying and ranking critical success factors of customer experience in banks73 cited
• 2017Mapping the landscape of strategy tools: A review on strategy tools published in leading journals within the past 25 years68 cited
• 2011Experience Marketing: An Empirical Investigation66 cited
• 2009Living up to the value agenda: the empirical realities of through‐life value creation in construction66 cited
• 1999THE MARKET SHARE IMPACT OF SERVICE FAILURES58 cited
• 2020Corporate brand strategy: Drivers and outcomes of hotel industry’s brand orientation