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• 2020PERFORMANCE PRODUCTIVITY AND QUALITY FRONTLINE EMPLOYEES IN SERVICE ORGANIZATIONS516 cited
• 2002The employee-organization relationship, organizational citizenship behaviors, and superior service quality488 cited
• 2003The Impact of Perceived Organizational Support on the Relationship Between Boundary Spanner Role Stress and Work Outcomes484 cited
• 1997The impact of music on consumers' reactions to waiting for services471 cited
• 2008The impact of employee satisfaction on quality and profitability in high‐contact service industries456 cited
• 2000The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations455 cited
• 1989Compatibility Management: Customer‐to‐Customer Relationships in Service Environments429 cited
• 2007The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality415 cited
• 1997The service experience in two cultures: A behavioral perspective404 cited
• 2014A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention354 cited
• 1993Service Quality Measurement347 cited
• 2009Bodies of Knowledge for Research in Behavioral Operations340 cited
• 2002Using Job Satisfaction and Pride as Internal-marketing Tools338 cited