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Cited by

• 2009Bodies of Knowledge for Research in Behavioral Operations340 cited
• 2007Waiting time influence on the satisfaction‐loyalty relationship in services307 cited
• 2016Customer satisfaction and its measurement in hospitality enterprises: a revisit and update263 cited
• 2011The Labor Illusion: How Operational Transparency Increases Perceived Value256 cited
• 2006A history of research in service operations: What's the big idea ?254 cited
• 2010New directions for customer‐to‐customer interaction research236 cited
• 2010Effects of perceived service fairness on emotions, and behavioral intentions in restaurants225 cited
• 2010Toward a Science of Service Systems201 cited
• 2015Timeflow: How Consumption Practices Shape Consumers’ Temporal Experiences201 cited
• 2011Failure to deliver? Linking online order fulfillment glitches with future purchase behavior191 cited
• 2015Waiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department189 cited
• 2006Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction*188 cited
• 2004Managing customer expectations in the service encounter185 cited
• 2017Omnichannel Service Operations with Online and Offline Self-Order Technologies