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• 2016Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior1,432 cited
• 2017A study on the effects of social media marketing activities on brand equity and customer response in the airline industry662 cited
• 2015Social media and human need satisfaction: Implications for social media marketing436 cited
• 2009Service quality, satisfaction, and behavioural intentions347 cited
• 2006Student satisfaction and quality of service in Italian universities300 cited
• 2006Where To Go From Here? Thoughts on Future Directions for Research on Individual‐Level Technology Adoption with a Focus on Decision Making*283 cited
• 2015Why do servitized firms fail? A risk-based explanation274 cited
• 1995A framework for strategic service management266 cited
• 2017Technology-driven service strategy263 cited
• 2013How do consumers co-create their experiences? An exploration in the heritage sector262 cited
• 1995Constructing an Empirically Derived Measure for Customer Contact262 cited
• 2006A history of research in service operations: What's the big idea ?254 cited
• 2005An investigation into the use of ERP systems in the service sector237 cited
• 2004Service Businesses and Productivity*