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• 2000Untangling the tangibles: 'physical evidence' and customer satisfaction in local authority leisure centres69 cited
• 2008Professional service firms entering emerging markets: the role of network relationships65 cited
• 2006Can internal marketing be implemented within bureaucratic organisations?55 cited
• 2000An investigation of marketing problems across service typologies55 cited
• 2021Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction50 cited
• 2010What are the fundamental features supporting service quality?47 cited
• 2007An empirical examination of the pricing policies and their antecedents in the services sector41 cited
• 2010Two component customer relationship management model for healthcare services39 cited
• 2001Service System36 cited
• 2009Pricing objectives and their antecedents in the services sector26 cited
• 2011The Effect of Service Failure and Recovery on Airline-Passenger Relationships: A Comparison Between South African and United States Airline Passengers23 cited
• 2016Cultural values and consumers’ expectations and perceptions of service encounter quality23 cited
• 2014Value based Pricing: A Research on Service Sector Using Van Westendorp Price Sensitivity Scale