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(2014)Examining e-loyalty towards online shopping platforms (2017)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Examining online social brand engagement: A social presence theory perspective (2017)Chat now… Examining the variables influencing the use of online live chat (2019)The role of augmented reality in shaping purchase intentions and WOM for luxury products (2023)Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. (2000)Service-dominant logic: continuing the evolution (2007)Operating without operations: how is technology changing the role of the firm? (2018)More than a feeling? Toward a theory of customer delight (2020)Smart remanufacturing: a review and research framework (2020)Qualitative research and evaluation methods (1980)Three Approaches to Qualitative Content Analysis (2005)Nostalgic experiences in time-honored restaurants: Antecedents and outcomes (2021)Customer experience management strategies in upscale restaurants: Lessons from the Covid-19 pandemic (2022)Can perceived coolness enhance memorable customer experience? The role of customer engagement (2023)
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  • 2006A history of research in service operations: What's the big idea ?254 cited
  • 2006POM Forum: Transfer of Changing Production Know‐How183 cited
  • 2009The Impact of Service System Design and Flow Experience on Customer Satisfaction in Online Financial Services169 cited
  • 2017Examining satisfaction with the experience during a live chat service encounter-implications for website providers135 cited
  • 2008The human element in airline service quality: contact personnel and the customer119 cited
  • 2020Measuring memorable dining experiences and related emotions in fine dining restaurants104 cited
  • 2005Pre-sale vs. Post-sale e-satisfaction: Impact on repurchase intention and overall satisfaction101 cited
  • 2018Service operations: what’s next?100 cited
  • 2007OM Forum—Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters98 cited
  • 2010A framework for evaluating the customer wait experience97 cited
  • 2010Toward a Science of Service Systems Value and Symbols95 cited
  • 2011The Science of Service Systems93 cited
  • 2017Customer experience design: a case study in the cultural sector83 cited
  • 2015The Design of Experiential Services with Acclimation and Memory Decay: Optimal Sequence and Duration

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81 cited
  • 2013Sequence effects in service bundles: Implications for service design and scheduling78 cited
  • 2012When Disfluency Signals Competence: The Effect of Processing Difficulty on Perceptions of Service Agents75 cited