References

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• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 2008Qualitative Data Analysis17,372 cited
• 2007Theory Building From Cases: Opportunities And Challenges16,654 cited
• 1998The Relational View: Cooperative Strategy and Sources of Interorganizational Competitive Advantage9,956 cited
• 1986Organizational Information Requirements, Media Richness and Structural Design9,719 cited
• 1987Developing Buyer-Seller Relationships9,139 cited
• 2007Service-dominant logic: continuing the evolution7,615 cited
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• 2002Systematic combining: an abductive approach to case research4,931 cited
• 2007Persuasion With Case Studies4,252 cited
• 2002Case research in operations management4,049 cited
• 2002Do formal contracts and relational governance function as substitutes or complements?3,663 cited
• 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
• 1987Three Types of Perceived Uncertainty About the Environment: State, Effect, and Response Uncertainty