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Cited by

• 1997Business relationships: an examination of the effects of buyer‐salesperson relationships on customer retention and willingness to refer and recommend123 cited
• 2016Customer relationship management115 cited
• 2008Relationship marketing112 cited
• 2016Perceived Service Quality and Student Loyalty in an Online University101 cited
• 2010Relationship Between Customer Satisfaction and Loyalty on the Internet90 cited
• 2016Impact of hotel service quality on the loyalty of customers77 cited
• 2007The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research70 cited
• 2011Impact of service personal values on service value and customer loyalty: a cross-service industry study66 cited
• 2001The Strategic Role of the Salesperson in Reducing Customer Defection in Business Relationships63 cited
• 1998Relationship Marketing: Its Key Role in Entrepreneurship60 cited
• 2011An integrated model of value creation based on the refined Kano's model and the blue ocean strategy59 cited
• 2006Success factors in key accounts58 cited
• 2003Factors associated with customer willingness to refer leads to salespeople57 cited
• 1996What national account decision makers would tell salespeople about building relationships