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• 2018Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?331 cited
• 2008Expanding Business-to-Business Customer Relationships: Modeling the Customer's Upgrade Decision179 cited
• 2013Service Quality, Corporate Brand Image, and Switching Behavior: The Mediating Role of Customer Satisfaction and Repurchase Intention178 cited
• 2006Customer retention management processes169 cited
• 2006Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs162 cited
• 2014Cross-Selling Performance in Complex Selling Contexts: An Examination of Supervisory- and Compensation-Based Controls139 cited
• 2007Size and Share of Customer Wallet132 cited
• 2012Is Customer Satisfaction an Indicator of Customer Loyalty?124 cited
• 2010The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria119 cited
• 2006Managing customer loyalty in liberalized residential energy markets: The impact of energy branding116 cited
• 2008An empirical analysis of the components of retailer customer loyalty programs114 cited
• 2009The Effect of Service Price Increases on Customer Retention105 cited
• 2007Service quality and customer satisfaction : antecedents of customer's re-patronage intentions