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Cited by

• 2002Service quality in a cellular telecommunications company: a South African experience180 cited
• 2004Sustainable homeservices? Toward household services that enhance ecological, social and economic sustainability108 cited
• 1995Improving the quality of services marketing: Service (Re) design is the critical link90 cited
• 2007Strategic Marketing: Planning and Control80 cited
• 1995Marketing high‐tech products: the emerging themes67 cited
• 2001New millennium, new segments: moving towards the segment of one?60 cited
• 2014The impact of frontline employees' perceptions of internal marketing on employee outcomes52 cited
• 2003Services marketing: taking up the sustainable development challenge46 cited
• 1997Investor relations: a Nordic School approach45 cited
• 2007An empirical examination of the pricing policies and their antecedents in the services sector41 cited
• 2003Internal Marketing in the UK Retail Banking Sector: Rhetoric or Reality34 cited
• 2000Information-Based Analysis of Service Quality Gaps–Managing Service Quality by Internal Marketing33 cited
• 2004UPAYA MENCAPAI LOYALITAS KONSUMEN DALAM PERSPEKTIF SUMBER DAYA MANUSIA31 cited
• 2009The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study