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Cited by

• 1997The Nature and Social Uses of the Internet: A Qualitative Investigation186 cited
• 1996Project marketing and the management of discontinuity176 cited
• 2008Building customer relationships in an electronic age: The role of interactivity of E‐commerce Web sites169 cited
• 2003Relationship marketing: customer commitment and trust as a strategy for the smaller Hong Kong corporate banking sector160 cited
• 2008The Impact of Strategic Orientation on Intellectual Capital Investments in Customer Service Firms122 cited
• 2005Market orientation, strategic flexibility, and performance: implications for services providers121 cited
• 2005Improving performance of customer‐processes with knowledge management113 cited
• 2000Relationship Marketing — Some Reflections on the State-of-the-Art of the Relational Concept111 cited
• 1999Patterns of Emotional Responses and Behavioural Consequences of Dissatisfaction102 cited
• 2005The impact of customer relationship marketing on the firm performance: a Spanish case100 cited
• 1996Striving for quality: The key role of internal and external customers99 cited
• 2006A Framework for Supplier Relationship Management (SRM)91 cited
• 1998Integrating internal and external customer relationships through relationship management: A strategic response to a changing global environment