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Cited by

• 1993The effects of information and company reputation on intentions to buy a business service472 cited
• 2000The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations455 cited
• 1995Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer441 cited
• 1999The Service Provider Switching Model (SPSM)419 cited
• 2002An Empirical Investigation of the Relationships Between Service Quality, Satisfaction and Behavioral Intentions among Visitors to a Wildlife Refuge379 cited
• 2002Antecedents and consequences of relationship quality in hotel industry365 cited
• 1998Service quality to service loyalty: A relationship which goes beyond customer services328 cited
• 1993Gender Differences in the Impact of Core and Relational Aspects of Services on the Evaluation of Service Encounters324 cited
• 2007Promoting Consumer's Participation in Virtual Brand Communities: A New Paradigm in Branding Strategy320 cited
• 2006Examining the mediating role of festival visitors’ satisfaction in the relationship between service quality and behavioral intentions309 cited
• 1996Determinants of relationship quality: An artificial neural network analysis307 cited
• 2001Effects of Relationship Marketing on Repeat Purchase and Word of Mouth301 cited
• 2011Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?