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• 2008An empirical analysis of the components of retailer customer loyalty programs114 cited
• 2007A proposed multi‐dimensional approach to evaluating service recovery113 cited
• 2017Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty105 cited
• 2007How to get lost customers back?100 cited
• 2018The importance of self‐efficacy and educational aspirations for academic achievement in resource‐limited countries: Evidence from Ghana69 cited
• 2015Customer win-back: the role of attributions and perceptions in customers’ willingness to return64 cited
• 2002Consumer demand for online food retailing: is it really a supply side issue?59 cited
• 2011Complex service recovery processes: how to avoid triple deviation59 cited
• 2011The harmful consequences of failed recoveries in the banking industry51 cited
• 2008Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships40 cited
• 2008Brand defection in a business-to-business financial service38 cited
• 2017Are you Back for Good or Still Shopping Around? Investigating Customers' Repeat Churn Behavior36 cited
• 2017Allocation of Salespeople's resources for generating new sales opportunities across four types of customers