| Priorities in Services Marketing | 1991/08/01 | English | 12 |
| The real cost of making customers wait | 2002/08/01 | English | 12 |
| Assessing the market valuation of e‐service initiatives | 2007/07/03 | English | 12 |
| Promotion Strategies for Hierarchically Organised Professional Service Firms: Is “Up or Out” Always the Best? | 1990/12/01 | English | 11 |
| Expanding the Role of CSM in Total Quality | 1991/08/01 | English | 11 |
| Application of root cause analysis in a service delivery operational environment | 1997/10/01 | English | 11 |
| Service Quality: An Investigation of Customer Care in Major UK Organisations | 1990/08/01 | English | 11 |
| Understanding demographic effects on marketing communications in services | 1996/08/01 | English | 11 |
| A customer contact measurement model: an extension | 2000/03/01 | English | 11 |
| ISO 9000 and quality emphasis ‐ An empirical study of front‐room versus back‐room dominant service industries | 2001/05/01 | English | 10 |
| Scientific identity in top journals of services marketing: review and evaluation | 2008/03/14 | English | 10 |
| Cost benefit factor analysis in e‐services | 2003/12/01 | English | 10 |
| Factory Focus in Hospital‐owned Ambulatory Surgery | 1992/12/01 | English | 10 |
| The Service Profit Chain: | 1998/08/01 | English | 10 |
| Replication strategies, knowledge and attention: a study of coffee chains | 2008/06/20 | English | 10 |
| Perceived uncertainty in self‐managed service teams: an empirical assessment | 2001/05/01 | English | 10 |
| Developing operational understanding of service quality through a simulation environment | 2008/04/25 | English | 9 |
| Connecting organizational human resource practices to consumer satisfaction | 2005/07/01 | English | 9 |
| Risk Management in a Service Business | 1991/08/01 | English | 9 |
| The need for more multidisciplinary research | 2005/02/01 | English | 8 |
| Operational loss and new service design | 2005/12/01 | English | 8 |
| Foreign ownership structure of service equity joint ventures in China | 2002/05/01 | English | 8 |
| Professional Service Firms and Total Quality Management:A Good Fit? | 1994/08/01 | English | 8 |
| Telecommunication services in context | 1997/12/01 | English | 8 |
| Designing services: an information‐processing approach | 1995/03/01 | English | 8 |
| A process‐oriented contingency approach to responsibility in professional services | 1997/10/01 | English | 8 |
| Management of core capabilities in Mexican and European banks | 1999/12/01 | English | 8 |
| Progress and prospects of services management in Latin America | 1999/12/01 | English | 7 |
| Barriers to customer‐oriented management accounting in financial services | 2000/08/01 | English | 7 |
| JIT Implementation within a Service Industry: A Case Study | 1990/12/01 | English | 7 |