Title	Publication Date	Language	Citations
User generated content: the use of blogs for tourism organisations and tourism consumers	2008/12/11	English	225
“Untact”: a new customer service strategy in the digital age	2019/09/07	English	153
Network collaboration and performance in the tourism sector	2011/10/12	English	126
Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?	2015/02/27	English	111
A global approach to the analysis of user behavior in mobile payment systems in the new electronic environment	2017/02/08	English	94
Airline customer satisfaction and loyalty: impact of in-flight service quality	2009/07/11	English	92
Healthcare wearable devices: an analysis of key factors for continuous use intention	2020/10/15	English	91
The development of a stakeholder-based scale for measuring corporate social responsibility in the banking industry	2012/10/06	English	75
The effect of the servicescape on customers’ behavioral intentions in an international airport service environment	2012/02/10	English	74
HEALTHQUAL: a multi-item scale for assessing healthcare service quality	2016/06/13	English	73
Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index	2008/12/11	English	73
The effects of interaction behaviors of service frontliners on customer participation in the value co-creation: a study of health care service	2016/03/16	English	73
Impacts of service robots on service quality	2020/08/07	English	71
Reversed servitization paths: a case analysis of two manufacturers	2013/01/19	English	61
Exploring mobile banking services for user behavior in intention adoption: using new hybrid MADM model	2014/06/08	English	60
Developing service innovation capability in the hotel industry	2013/12/03	English	59
Servitization and networking: large-scale survey findings on product-related services	2012/06/02	English	57
Investing in customer loyalty: the moderating role of relational characteristics	2013/11/09	English	57
Developing a process of concept generation for new product-service systems: a QFD and TRIZ-based approach	2012/02/22	English	56
Beyond the crisis: the social economy, prop of a new model of sustainable economic development	2011/11/26	English	55
Product-service systems evolution in the era of Industry 4.0	2021/02/12	English	51
Entrepreneurial orientation and the performance of service business	2008/11/26	English	51
Services and innovation systems: European models of Technology Centres	2006/12/13	English	50
The effect of self-checkout quality on customer satisfaction and repatronage in a retail context	2016/01/23	English	49
Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator	2012/09/01	English	49
Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness	2020/09/11	English	49
Can complaint-handling efforts promote customer engagement?	2015/09/05	English	48
Customer-to-customer interactions on customer citizenship behavior	2016/02/01	English	47
Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale	2007/05/25	English	47
The effects of motivations, trust, and privacy concern in social networking	2012/07/19	English	46