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Cited by

• 1999The Academic as Service Provider: is the customer ‘always right?116 cited
• 2002Guest editorial87 cited
• 1997Do Brands Benefit Consumers?69 cited
• 2005Cultural Impact on the Relationship Among Perceived Service Quality, Brand Name Value, and Customer Loyalty66 cited
• 2000Valuing customers and loyalty: The rhetoric of customer focus versus the reality of alienation and exclusion of (de valued) customers65 cited
• 1997Relationship Marketing — Ein neues Paradigma im Marketing?61 cited
• 2001How to implement a customer satisfaction program57 cited
• 1998Measuring service quality: A hybrid methodology54 cited
• 2014A VSM improvement-based approach for lean operations in an Indian manufacturing SME52 cited
• 2008Enhancing Luxury Cruise Liner Operators' Competitive Advantage: A Study Aimed at Improving Customer Loyalty and Future Patronage48 cited
• 2015Examining mobile based payment services adoption issues47 cited
• 2010Exploring Customer Value Formation: A Customer Dominant Logic Perspective47 cited
• 2014A DMAIRC approach to lead time reduction in an aerospace engine assembly process46 cited
• 2008Calculating customer intimacy: accounting numbers in a sales and marketing department