Service management and marketing: managing the moments of truth in service competition

Managing the co-creation of value

Payne, A. F., Storbacka, K., & Frow, P. (2008) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0070-0 · Cited by 3,502

Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality

Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301

The value concept and relationship marketing

Ravald, A., & Grönroos, C. (1996) · European Journal of Marketing · doi:10.1108/03090569610106626 · Cited by 2,180

Customer engagement: exploring customer relationships beyond purchase.

Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012) · Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679200201 · Cited by 2,089

From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing

Grönroos, C. (1994) · Management Decision · doi:10.1108/00251749410054774 · Cited by 1,410

Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services

Anderson, E. W., Fornell, C., & Rust, R. T. (1997) · Marketing Science · doi:10.1287/mksc.16.2.129 · Cited by 1,378

Defining Quality: Alternatives and Implications

Reeves, C. A., & Bednar, D. A. (1994) · The Academy of Management Review · doi:10.2307/258934 · Cited by 1,207

Relationship quality as a predictor of B2B customer loyalty

Rauyruen, P., & Miller, K. E. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2005.11.006 · Cited by 1,123

Trust me, trust me not: A nuanced view of influencer marketing on social media

Kim, D. Y., & Kim, H.-Y. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.05.024 · Cited by 804

Co-creation of tourist experiences: a literature review

Campos, A. C., Mendes, J., Valle, P. O. D., & Scott, N. (2018) · Current Issues in Tourism · doi:10.1080/13683500.2015.1081158 · Cited by 655

Individual Psychological Ownership: Concepts, Evidence, and Implications for Research in Marketing

Jussila, I., Tarkiainen, A., Sarstedt, M., & Hair, J. F. (2015) · Journal of Marketing Theory and Practice · doi:10.1080/10696679.2015.1002330 · Cited by 361

A comparison of social media marketing between B2B, B2C and mixed business models

Iankova, S., Davies, I., Archer-Brown, C., Marder, B., & Yau, A. (2019) · Industrial Marketing Management · doi:10.1016/j.indmarman.2018.01.001 · Cited by 338

Perceived relationship quality and post‐purchase perceived value: An integrative framework

Moliner, M. A., Sánchez, J., Rodríguez, R. M., & Callarisa, L. (2007) · European Journal of Marketing · doi:10.1108/03090560710821233 · Cited by 277

Customer loyalty to a commercial website: descriptive meta-analysis of the empirical literature and proposal of an integrative model.

Toufaily, E., Ricard, L., & Perrien, J. (2013) · Journal of Business Research · doi:10.1016/j.jbusres.2012.05.011 · Cited by 263

Stakeholder marketing: theoretical foundations and required capabilities

Hillebrand, B., Driessen, P. H., & Koll, O. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0424-y · Cited by 257

How may I help you? Driving brand engagement through the warmth of an initial chatbot message

Kull, A. J., Romero, M., & Monahan, L. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.03.005 · Cited by 237

Loyalty, perceived value and relationship quality in healthcare services

Moliner, M. A. (2009) · Journal of Service Management · doi:10.1108/09564230910936869 · Cited by 227

HRM – A Service Perspective: Towards a Customer‐focused HRM

Schneider, B. (1994) · International Journal of Service Industry Management · doi:10.1108/09564239410051911 · Cited by 146

The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty

Alshurideh, D. M. T., Al-Hawary, S. I. S., Mohammad, A. M. E., Al-Hawary, A. A., & Al Kurdi, B. H. (2017) · Journal of Management Research · doi:10.5296/jmr.v9i2.10664 · Cited by 65

Your Hometown Matters: Popularity-Difference Bias in Online Reputation Platforms

Kokkodis, M., & Lappas, T. (2020) · Information Systems Research · doi:10.1287/isre.2019.0895 · Cited by 48

Managing customer relationships: Account manager turnover and effective account management

Madill, J. J., Haines, G. H., & Riding, A. L. (2007) · Industrial Marketing Management · doi:10.1016/j.indmarman.2005.05.015 · Cited by 30

Design for Dignity and Procedural Justice

Hagan, M., & Kim, M. (2018) · Advances in Intelligent Systems and Computing · doi:10.1007/978-3-319-60495-4_15 · Cited by 8