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• 2004Is “service with a smile” enough? Authenticity of positive displays during service encounters844 cited
• 2007Festivalscapes and patrons' emotions, satisfaction, and loyalty662 cited
• 2006An Examination of Moderator Effects in the Four-Stage Loyalty Model563 cited
• 2009The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value545 cited
• 2001The Role of Price Perceptions in an Integrated Model of Behavioral Intentions535 cited
• 2013Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research517 cited
• 2006Marketing Models of Service and Relationships507 cited
• 2006The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective477 cited
• 2003Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations473 cited
• 2003Service Failure in Online Retailing470 cited
• 2011Patterns of tourists' emotional responses, satisfaction, and intention to recommend395 cited
• 2008Comparing the perceived value of information and entertainment mobile services371 cited
• 2003Customer Satisfaction in Virtual Environments: A Study of Online Investing370 cited