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Cited by

• 1999An examination of service-related antecedents to retail store performance294 cited
• 1989Assessing Operations Management from a Strategic Perspective289 cited
• 1994It's Showtime: On the Workplace Geographies of Display in a Restaurant in Southeast England285 cited
• 1989Quality in the Service Sector: A Review245 cited
• 1991Operations as marketing: A competitive service strategy225 cited
• 2000Building customer relationships: do discount cards work?189 cited
• 2006The WOW factor: Creating value through win-back offers to reacquire lost customers164 cited
• 2004Market orientation, brand investment, new service development, market position and performance for service organisations163 cited
• 1995“Service logic”: achieving service system integration150 cited
• 2005Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry148 cited
• 1994HRM – A Service Perspective146 cited
• 2013THE IMPACT OF CORPORATE IMAGE AND REPUTATION ON SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: TESTING THE MEDIATING ROLE (CASE ANALYSIS IN AN INTERNATIONAL SERVICE COMPANY)136 cited
• 1994Towards Validation of the Service Orientation Construct135 cited
• 2004