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Cited by

• 2011Customer management and CRM: addressing the dark side135 cited
• 2019Deviance, deviant behaviour and hospitality management: Sources, forms and drivers132 cited
• 2002Market orientation and business performance126 cited
• 1999The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure center customers.125 cited
• 1997The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspective114 cited
• 1999Customer Satisfaction in the Hong Kong Mobile Phone Industry106 cited
• 1998The impact of employee empowerment on the quality of a service recovery effort94 cited
• 2007Trading places redux: employees as customers, customers as employees87 cited
• 2015Defective co-creation83 cited
• 2016Status seeking and perceived similarity: A consideration of homophily in the social servicescape80 cited
• 2012Dibs! Customer Territorial Behaviors79 cited
• 2010The effect of service convenience on post‐purchasing behaviours77 cited
• 2011Strategy and structure configurations for services within product‐centric businesses63 cited
• 2002Addressing services’ intangibility through integrated marketing communication: an exploratory study