| Managing the transition from products to services | 2003/05/01 | English | 1,067 |
| The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study | 1996/10/01 | English | 796 |
| Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination | 1997/12/01 | English | 658 |
| Customer loyalty and complex services | 1998/03/01 | English | 619 |
| Managing Customer Relationships for Profit: The Dynamics of Relationship
Quality | 1994/12/01 | English | 505 |
| Determinants of user acceptance of Internet banking: an empirical study | 2003/12/01 | English | 492 |
| The determinants of service quality: satisfiers and dissatisfiers | 1995/12/01 | English | 491 |
| Customer contributions and roles in service delivery | 1997/08/01 | English | 482 |
| Consumer responses to compensation, speed of recovery and apology after a service failure | 2004/04/01 | English | 417 |
| What drives consumers to shop online? A literature review | 2004/02/01 | English | 382 |
| Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services | 2000/12/01 | English | 372 |
| Emotions in service satisfaction | 1997/05/01 | English | 364 |
| Customer orientation of service employees | 2004/12/01 | English | 359 |
| The contribution of emotional satisfaction to consumer loyalty | 2001/08/01 | English | 332 |
| Service portraits in service research: a critical review | 2005/02/01 | English | 326 |
| The influence of selected antecedents on frontline staff’s perceptions of service recovery performance | 2000/03/01 | English | 312 |
| Making Relationship Marketing Operational | 1994/12/01 | English | 292 |
| Consumers’ emotional responses to service encounters | 1995/08/01 | English | 279 |
| The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting | 2003/10/01 | English | 278 |
| The factor structure of customer satisfaction | 2002/10/01 | English | 271 |
| Consumer perceptions of Internet retail service quality | 2002/12/01 | English | 270 |
| Generating positive word‐of‐mouth communication through customer‐employee relationships | 2001/03/01 | English | 264 |
| Towards a Classification of Service Processes | 1992/09/01 | English | 263 |
| On the relationship between perceived service quality, service loyalty and switching costs | 1998/12/01 | English | 252 |
| Exploring consumer evaluations of e‐services: a portal site | 2001/10/01 | English | 234 |
| New service development: learning from and with customers | 2004/12/01 | English | 230 |
| Customer adoption of e‐service: an experimental study | 2001/05/01 | English | 225 |
| An experimental study of service recovery options | 1997/05/01 | English | 222 |
| The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mouth behaviour | 2002/05/01 | English | 221 |
| Online service quality dimensions and their relationships with satisfaction | 2004/07/01 | English | 218 |