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Cited by

• 1995Constructing an Empirically Derived Measure for Customer Contact262 cited
• 2012Visualizing Service Operations199 cited
• 2007Prioritizing service quality dimensions179 cited
• 2003Physical distribution service quality in Internet retailing: service pricing, transaction attributes, and firm attributes172 cited
• 2009Service Attribute Boundary Conditions of the Service Climate–Customer Satisfaction Link168 cited
• 2000A typology of de‐coupling strategies in mixed services134 cited
• 1999HOW PROFESSORS OF OPERATIONS MANAGEMENT VIEW SERVICE OPERATIONS?134 cited
• 2007A typology of offshoring and outsourcing in electronically transmitted services133 cited
• 2007Facilitating offshoring with enterprise technologies: Reducing operational friction in the governance and production of services126 cited
• 1999Positioning services along the volume‐variety diagonal125 cited
• 1998Linking the customer contact model to service quality124 cited
• 2006Physical Distribution Service Quality In Internet Retailing: Service Pricing, Transaction Attributes, and Firm Attributes121 cited
• 2000An empirical analysis of management challenges in service factories, service shops, mass services and professional services114 cited
• 2014