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Cited by

• 2008Antecedents of internal marketing practice: some preliminary empirical evidence141 cited
• 2005Service operations management: from the roots up134 cited
• 2008Exploring e‐service quality: a study of Irish online banking119 cited
• 2001Modeling relationship strength across service types in an Eastern culture118 cited
• 2004A contingency model of behavioural intentions in a services context88 cited
• 2001Organizing for the effective introduction of new distribution channels in retail banking79 cited
• 2019How do customers respond to the hotel servicescape?77 cited
• 2014Exploring the impact of customer feedback on the well-being of service entities71 cited
• 2017A review of service quality and service delivery70 cited
• 2009Employees’ Willingness to Report Service Complaints69 cited
• 2018Extending consumer ethnocentrism theory: the moderating effect test66 cited
• 2006Revisiting the Concept of a Societal Orientation: Conceptualization and Delineation66 cited
• 2016Enabling a transformative service system by modeling quality dynamics65 cited
• 2017Models and Methods of Measuring the Quality of Logistic Service65 cited