References

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• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
• 1994The Capabilities of Market-Driven Organizations6,532 cited
• 1994Does Competitive Environment Moderate the Market Orientation-Performance Relationship?2,621 cited
• 2002Customer loyalty in e-commerce: an exploration of its antecedents and consequences2,339 cited
• 1999Net gain: Expanding markets through virtual communities1,673 cited
• 2003Customer repurchase intention1,602 cited
• 2004The Effect of Corporate Social Responsibility on Customer Donations to Corporate-Supported Nonprofits1,590 cited
• 1995THE ASA FRAMEWORK: AN UPDATE1,346 cited
• 2004A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.1,185 cited
• 1999Marketing Management: The Millennium Edition1,176 cited
• 1990Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context.918 cited
• 2010Winning the Service Game859 cited
• 1998Net Gain: Expanding Markets Through Virtual Communities