References

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• 1954The critical incident technique.8,184 cited
• 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
• 2007Critical Incident Technique5,287 cited
• 2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,414 cited
• 1990Longitudinal Field Research on Change: Theory and Practice4,219 cited
• 2002Diary Methods: Capturing Life as it is Lived3,834 cited
• 2015Institutions and axioms: an extension and update of service-dominant logic3,692 cited
• 1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
• 2008Identity construction on Facebook: Digital empowerment in anchored relationships1,848 cited
• 1989Putting Consumer Experience Back into Consumer Research: The Philosophy and Method of Existential-Phenomenology1,669 cited
• 1992Suggestions for studying strategy process: A research note1,507 cited
• 2022Systematic Approaches to a Successful Literature Review1,173 cited
• 2004The Critical Incident Technique in Service Research1,079 cited
• 2005Fifty years of the critical incident technique: 1954-2004 and beyond