References

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• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1954The critical incident technique.8,184 cited
• 2007Service-dominant logic: continuing the evolution7,615 cited
• 1981Criteria for assessing the trustworthiness of naturalistic inquiries5,520 cited
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• 2009Social media: The new hybrid element of the promotion mix4,108 cited
• 2015Institutions and axioms: an extension and update of service-dominant logic3,692 cited
• 1989Who is the Celebrity Endorser? Cultural Foundations of the Endorsement Process3,192 cited
• 1987Consumer Ethnocentrism: Construction and Validation of the CETSCALE2,991 cited
• 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 2005The Ties That Bind: Measuring the Strength of Consumers’ Emotional Attachments to Brands