Title	Publication Date	Language	Citations
The effects of emotional intelligence on service recovery and organizational loyalty: a case of flight attendants of South Korean airlines	2012/12/27	English	12
Live support by chatbots with artificial intelligence: A future research agenda	2022/11/10	English	12
Does quality management improve performance or vice versa? Evidence from the hotel industry	2015/11/27	English	12
Developing a new conceptual framework for experience and value creation	2018/07/23	English	12
Team innovation in retail services: the role of ambidextrous leadership and team learning	2020/01/24	English	12
The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services	2021/01/25	English	12
Customers’ zone of tolerance for retail stores	2011/04/12	English	12
Effects of demotion in loyalty programs on brand-switching intentions	2015/04/26	English	12
Multi-factor service design: identification and consideration of multiple factors of the service in its design process	2018/02/02	English	11
A dynamic forecasting model for nursing manpower requirements in the medical service industry	2009/12/30	English	11
Outsourcing agrochemical services: economic or strategic logic?	2009/11/26	English	11
The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations	2015/05/10	English	11
Modeling extended manufacturing processes with service-oriented entities	2008/12/16	English	11
Innovation and imitation effects in the mobile telecommunication service market	2012/05/15	English	11
A data mining approach for segmentation-based importance-performance analysis (SOM–BPNN–IPA): a new framework for developing customer retention strategies	2013/07/11	English	11
Impact of national culture on the quality of information delivery in services	2013/06/13	English	11
Performance effects of aligning service innovation and the strategic use of information technology	2013/06/14	English	11
Antecedents of intention to use CUSS system: moderating effects of self-efficacy	2013/10/25	English	11
Creating a commercially compelling smart service encounter	2017/10/16	English	11
The value relevance of brand equity in the financial services industry: an empirical analysis using quantile regression	2012/07/20	English	11
Customer equity: a creative tool for SMEs in the services industry	2009/11/11	English	11
Self-service innovativeness scale: introduction, development, and validation of scale	2015/08/14	English	11
Developing Gamcheon Cultural Village as a tourist destination through co-creation	2014/07/02	English	11
It’s never the same: the role of homogeneity in online services	2014/06/04	English	11
Service failure, time pressure, and conscientiousness of service providers: the dual processing model perspective	2013/10/29	English	10
Antecedents and consequences of external risk perception in franchising: evidence from the hospitality industry	2011/07/21	English	10
A network text analysis of published papers in service business, 2007–2017: research trends in the service sector	2018/05/30	English	10
Flying on the clouds: how mobile applications enhance impulsive buying of low cost carriers	2019/09/05	English	10
Customer interaction in environmental innovation: the case of cloth diaper laundering	2006/12/15	English	10
Do online discounts and free gifts damage brand image of service? The moderating role of promotion-proneness	2014/07/27	English	10