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• 2004From relationships to experiences in retail financial services129 cited
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• 2006Relationships in the purchasing of business to business professional services: The role of personal relationships85 cited
• 2006The exploration of customer satisfaction model from a comprehensive perspective82 cited
• 1999Customer loyalty – a relevant concept for libraries?77 cited
• 2012Understanding the Hospitality Consumer72 cited
• 2005An exploratory study on the use of banking technology in the UK71 cited
• 2016Consumer Behavior towards Decision Making and Loyalty to Particular Brands66 cited
• 2002Service quality: gaps in the Malaysian telemarketing industry56 cited
• 2004The relationship between emotional intelligence and job performance in a call centre environment51 cited
• 2011Senior Customers' Service Encounter Preferences50 cited
• 2006