| Consumer-to-Consumer Conversations in Service Settings | 2004/02/01 | English | 107 |
| Replaced by a Robot: Service Implications in the Age of the Machine | 2020/06/29 | English | 106 |
| Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfaction | 2008/06/16 | English | 105 |
| Socializing to Co-Produce | 2013/04/11 | English | 104 |
| Dashboards as a Service | 2009/08/17 | English | 103 |
| Identifying Appropriate Compensation Types for Service Failures | 2013/10/18 | English | 103 |
| The Evolution and Prospects of Service-Dominant Logic | 2017/07/12 | English | 103 |
| Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes | 2000/02/01 | English | 103 |
| Recovsat | 1999/02/01 | English | 102 |
| The Emergent Field of Organizational Frontlines | 2016/12/08 | English | 102 |
| Visualizing Service Operations | 2012/04/16 | English | 101 |
| The MINDS Method | 2016/11/28 | English | 101 |
| Service Ecosystem Design: Propositions, Process Model, and Future Research Agenda | 2020/09/02 | English | 100 |
| Big Data, Big Insights? Advancing Service Innovation and Design With Machine Learning | 2017/12/11 | English | 100 |
| Managing Service Innovation and Interorganizational Relationships for Firm Performance | 2008/12/29 | English | 99 |
| Satisfiers and Dissatisfiers in the Online Environment | 2008/03/13 | English | 99 |
| The Impact of the Customer Orientation of Call Center Employees on Customers' Affective Commitment and Loyalty | 2007/11/01 | English | 99 |
| Customer Integration—A Key to an Implementation Perspective of Service Provision | 2008/10/22 | English | 98 |
| A Bayesian Network Model of the Consumer Complaint Process | 2000/05/01 | English | 98 |
| A TRIZ-Based Method for New Service Design | 2005/08/01 | English | 97 |
| How Often Versus How Long | 2008/12/29 | English | 96 |
| Comment: Customer Engagement | 2011/08/01 | English | 95 |
| Customer Delight | 2011/12/28 | English | 95 |
| The Impact of Service System Design and Flow Experience on Customer Satisfaction in Online Financial Services | 2009/11/19 | English | 95 |
| A Service Perspective on the Drivers of Complaint Intentions | 2005/11/01 | English | 94 |
| Online Reviewer Engagement | 2016/12/27 | English | 94 |
| Linking Customer Assets to Financial Performance | 2002/08/01 | English | 94 |
| The Role of Narratives in the Advertising of Experiential Services | 2000/08/01 | English | 94 |
| How Relationship Age Moderates Loyalty Formation | 2008/10/22 | English | 94 |
| Understanding Customer Switching Behavior in a Liberalizing Service Market | 2007/11/01 | English | 93 |