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• 1996Goal constructs in psychology: Structure, process, and content.2,311 cited
• 2002Ambiguity and Self-Evaluation: The Role of Idiosyncratic Trait Definitions in Self-Serving Assessments of Ability678 cited
• 2005Do Intentions Really Predict Behavior? Self-Generated Validity Effects in Survey Research657 cited
• 2007Attitude Construction: Evaluation in Context627 cited
• 2002Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision611 cited
• 2017Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens490 cited
• 1997Unpacking, repacking, and anchoring: Advances in support theory.426 cited
• 2004Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting425 cited
• 2002Incorporating the Irrelevant: Anchors in Judgments of Belief and Value415 cited
• 2002Two Systems of Reasoning413 cited
• 2008The Happiness of Giving: The Time-Ask Effect411 cited
• 2007The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet407 cited
• 1995When less is more: Counterfactual thinking and satisfaction among Olympic medalists.369 cited