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• 2003Convergent interviewing to build a theory in under‐researched areas: principles and an example investigation of Internet usage in inter‐firm relationships201 cited
• 2007An exploratory study of implementation of customer relationship management strategy165 cited
• 2001A model of e-commerce use by internationalizing SMEs128 cited
• 2014Integrating Fuzzy C-Means and TOPSIS for performance evaluation: An application and comparative analysis90 cited
• 2002The antecedents of Web site performance80 cited
• 2001Pathways to e-business leadership : getting from bricks to clicks79 cited
• 2004User Involvement in Change Management: A Review of the Literature45 cited
• 2004A framework for the identification of electronic commerce design elements that enable trust within the small hotel industry41 cited
• 2011A study on exploring the relationship between customer satisfaction and loyalty in the fast food industry: With relationship inertia as a mediator41 cited
• 1999Disintermediation and Reintermediation in the U.S. Air Travel Distribution Industry: A Delphi Study38 cited
• 2008Service dominant logic31 cited
• 2006Customer-centric strategy: a longitudinal study of implementation of a customer relationship management solution25 cited
• 2011Patterns of gaining and sharing of knowledge about customers: a study of an Express Parcel Delivery Company