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• 2006Commercial Scenarios for the Web: Opportunities and Challenges812 cited
• 2005Internal-market orientation and its measurement356 cited
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• 2005Maintaining a committed online customer: A study across search-experience-credence products325 cited
• 2002Understanding the online consumer: A typology of online relational norms and behavior317 cited
• 2009Education as Service: The Understanding of University Experience Through the Service Logic303 cited
• 2007The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—The service encounter prospective299 cited
• 2006Choice of foreign market entry mode in service firms261 cited
• 2009The impact of customer experience on brand equity in a business-to-business services setting251 cited
• 2011Social exchanges as motivators of hotel employees’ organizational citizenship behavior: The proposition and application of a new three-dimensional framework225 cited
• 2006Measuring perceived service quality in urgent transport service212 cited
• 2007Developing a multidimensional and hierarchical service quality model for the travel agency industry212 cited
• 1995Measuring quality in restaurant operations: an application of the SERVQUAL instrument