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Cited by

• 2010Drivers of customers' service experiences: a study in the restaurant industry206 cited
• 2020Inter-organizational collaboration and SMEs’ innovation: A systematic review and future research directions145 cited
• 2012The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions133 cited
• 2005The changing nature of operations flexibility117 cited
• 2011Service delivery system design: characteristics and contingencies113 cited
• 2012Service Systems as a Foundation for Resource Integration and Value Co-Creation112 cited
• 2016Asylum Seekers and the Co-production of Public Services: Understanding the Implications for Social Inclusion and Citizenship83 cited
• 2019The role of customer delight and customer equity for loyalty in upscale hotels77 cited
• 2020Service Failure and Recovery in B2B Markets – A Morphological Analysis72 cited
• 2009Bridge over troubled water or long and winding road?72 cited
• 2012Exploring internal mechanisms forming customer servicescape experiences69 cited
• 2014Business concepts of systemic service innovations in e-Healthcare59 cited
• 2011Linking long-term capacity management for manufacturing and service operations58 cited