References

• 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
• 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
• 1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
• 2001Consumer perceived value: The development of a multiple item scale6,635 cited
• 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
• 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
• 1994Putting the Service-Profit Chain to Work3,732 cited
• 2000Emotional regulation in the workplace: A new way to conceptualize emotional labor.3,497 cited
• 2002The Ripple Effect: Emotional Contagion and its Influence on Group Behavior3,357 cited
• 1993Emotional Labor in Service Roles: The Influence of Identity3,271 cited
• 2006Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research3,226 cited
• 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
• 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
• 2002Understanding Relationship Marketing Outcomes