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Cited by

• 2011Performance comparison based on customer relationship management using analytic network process77 cited
• 2011Rejuvenating importance‐performance analysis65 cited
• 2001Delivering Quality Service: Diagnosing Favorable and Unfavorable Service Encounters in Restaurants57 cited
• 2004Retaining and divesting customers: an exploratory study of right customers, “at‐risk” right customers, and wrong customers54 cited
• 2009Service failures and recovery strategies of chain restaurants in Taiwan53 cited
• 2009Importance‐performance analysis as a tool in evaluating town centre management effectiveness44 cited
• 2000Satisfied customers: Profitable customer relationships: Pharmaceutical marketing: How pharmaceutical sales representatives can achieve economic success through relationship management with settled general practitioners—an empirical study37 cited
• 2006A study of customer loyalty and the image of the fine dining restaurant26 cited
• 2019Utilizing relative weight analysis in customer satisfaction research18 cited
• 2000Analysis, Findings and Conclusions7 cited