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• 2000A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study345 cited
• 2009Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions335 cited
• 1998Service quality to service loyalty: A relationship which goes beyond customer services328 cited
• 2007Internal branding: Exploring the employee's perspective324 cited
• 2005Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons317 cited
• 2001Measuring and managing service quality: integrating customer expectations294 cited
• 2002The effect of relationship marketing orientation on business performance in a service‐oriented economy273 cited
• 2002Relationship marketing orientation: scale development and cross-cultural validation267 cited
• 2006The development of an employee satisfaction model for higher education263 cited
• 2004Conceptualizing total quality management in higher education263 cited
• 2002Realizing innovation in services256 cited
• 2009TOURISM AND HOTEL COMPETITIVENESS RESEARCH253 cited
• 2009The relationship between internal and external service quality252 cited
• 2007Examining the effect of salesperson service behavior in a competitive context