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• 2005Service Climate in Self‐Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business‐to‐Business Setting63 cited
• 2009The service triad: modelling dialectic tensions in service encounters39 cited
• 2011Work Environment, Service Climate, and Customer Satisfaction: Examining Theoretical and Empirical Connections33 cited
• 2012Evaluation of oral performance in outsourced call centres: An exploratory case study30 cited
• 2006Service Climate, Employee Identification, and Customer Outcomes in Hotel Property Rebrandings26 cited
• 2008Human factors and usability in service quality measurement25 cited
• 2005Marketing management in services20 cited
• 2006Service Networks: A Framework to Match Customer Needs, Service Offer, and Operational Activities17 cited
• 2006The New Economy of the United States: A New Mode of Production?0 cited