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• 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,720 cited
• 2003Service engineering—methodical development of new service products474 cited
• 1997Marketing Information: A Competitive Analysis100 cited
• 2007Service Orientation: Its Impact on Business Performance in the Medical Service Industry97 cited
• 2003Analysing the Commitment – Service Quality Relationship: A Comparative Study of Retail Banking Call Centres and Branches69 cited
• 1994‘Internal Marketing’ As an Approach to Human Resource Management: A New Perspective Or A Metaphor Too Far?55 cited
• 2007Burnout and Service Employees' Willingness to Deliver Quality Service54 cited
• 2000The Importance of Internal Relationship Marketing for External Relationship Success53 cited
• 2013Analyzing the sustainability of a newly developed service: An activity theory perspective44 cited
• 2000Revising quality awareness through internal marketing: An exploratory study among French and English medium-sized enterprises44 cited
• 2005Pricing Diagnostic Information32 cited
• 2006How human resource outsourcing affects organizational learning in the knowledge economy31 cited
• 2008Product-Service Systems: Konstruktion und Anwendung einer Entwicklungsmethodik30 cited