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• 2007Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry174 cited
• 2006The emergence of service operations management as an academic discipline151 cited
• 2017Understanding the Impact of Green Initiatives and Green Performance on Financial Performance in the US135 cited
• 2001A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality129 cited
• 2015Differences in service quality perceptions of stakeholders in the hotel industry128 cited
• 1991Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality122 cited
• 2011Service delivery system design: characteristics and contingencies113 cited
• 2002Market‐oriented value creation in service firms113 cited
• 1990An analysis of customer satisfaction with waiting times in a two‐stage service process111 cited
• 2011The Science of Service Systems93 cited
• 2012A Web-based Product Service System for aerospace maintenance, repair and overhaul services91 cited
• 2012Waiting for service at the checkout89 cited
• 1991How Long Should a Customer Wait for Service?84 cited
• 2008