| Getting Smart | 2016/12/02 | English | 191 |
| The Service Delivery Network (SDN) | 2013/03/20 | English | 189 |
| On the Role of Empathy in Customer-Employee Interactions | 2012/04/27 | English | 188 |
| Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature | 2020/06/02 | English | 187 |
| The Relationships between Culture and Behavioral Intentions toward Services | 2001/11/01 | English | 185 |
| The Effect of Corporate Image in the Formation of Customer Loyalty | 1998/08/01 | English | 185 |
| Advance Pricing of Services and Other Implications of Separating Purchase and Consumption | 2000/02/01 | English | 180 |
| High Tech and High Touch | 2012/06/11 | English | 179 |
| A Cup of Coffee With a Dash of Love | 2007/08/01 | English | 176 |
| Service Loyalty | 2008/06/16 | English | 175 |
| Has Revenue Management become Acceptable? | 2003/11/01 | English | 174 |
| Consequences of Forcing Consumers to Use Technology-Based Self-Service | 2008/10/22 | English | 172 |
| Relationships between Service Providers and Their Impact on Customers | 2002/05/01 | English | 171 |
| Differential Effects of Preferential Treatment Levels on Relational Outcomes | 2007/02/01 | English | 169 |
| The Transformative Value of a Service Experience | 2015/05/15 | English | 166 |
| Linking Brand Equity to Customer Equity | 2006/11/01 | English | 166 |
| Doing Good and Doing Better despite Negative Information?: The Role of Corporate Social Responsibility in Consumer Resistance to Negative Information | 2010/12/08 | English | 165 |
| The Impact of Value Congruence on Consumer-Service Brand Relationships | 2008/08/28 | English | 164 |
| Switching Processes in Customer Relationships | 1999/08/01 | English | 164 |
| The Effect of Service Evaluations on Behavioral Intentions and Quality of Life | 2006/08/01 | English | 163 |
| Does Customer Knowledge Affect How Loyalty is Formed? | 2002/11/01 | English | 161 |
| Expectation Processes in Satisfaction Formation | 1999/02/01 | English | 161 |
| Cocreating Customer Value Through Hyperreality in the Prepurchase Service Experience | 2005/11/01 | English | 160 |
| Communal Service Delivery | 2009/06/10 | English | 160 |
| A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes | 2014/06/11 | English | 160 |
| Relating Brandand Customer Perspectives on Marketing Management | 2002/08/01 | English | 159 |
| The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research | 2018/12/25 | English | 157 |
| Perceived Service Quality and Customer Trust | 2008/02/01 | English | 156 |
| Service Robots: Drivers of Perceived Responsibility for Service Outcomes | 2019/04/07 | English | 155 |
| Effect of Customer Participation on Service Outcomes | 2014/09/26 | English | 155 |