| Customer journeys: a systematic literature review |
17 |
| Drivers, types and value outcomes of customer-to-customer interaction: An integrative review and research agenda |
9 |
| Customer value co-creation over the relationship life cycle |
9 |
| Positive and negative valence influencing consumer engagement |
8 |
| From victim to saboteur Testing a moderated mediation model of perceived undermining, state hostility, and service sabotage |
8 |
| Designing gamified transformative and social marketing services An investigation of serious m-games |
8 |
| Incorporating visual methods in longitudinal transformative service research |
7 |
| The impact of other customer perception on consumer-brand relationships |
7 |
| Fintech: research directions to explore the digital transformation of financial service systems |
6 |
| Using data to advance service: managerial issues and theoretical implications from action research |
6 |
| Engagement, satisfaction and customer behavior-based CRM performance: An empirical study of mobile instant messaging |
5 |
| Business customers' readiness to adopt manufacturer's new services |
5 |
| The dynamic outcomes of service quality: a longitudinal investigation |
5 |
| Go home and kick the dog: Spillover effects of experienced coworker incivility on customer-directed counterproductive work behavior |
5 |
| The impact of switching costs on customer complaint behavior and service recovery evaluation |
5 |
| How CSR impact meaning of work and dysfunctional customer behavior |
5 |
| Motivating service employee creativity: regulatory focus and emotional labour |
5 |
| How customer participation influences service failure attribution: The moderating effect of self-efficacy |
5 |
| A service network perspective to evaluate service matching in early design |
5 |
| A transformative value co-creation framework for online services |
5 |
| Customer value cocreation activities An exploration of psychological drivers and quality of life outcomes |
5 |
| To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers |
4 |
| Does online service failure matter to offline customer loyalty in the integrated multi-channel context? The moderating effect of brand strength |
4 |
| Activating multiple roles of customer-firm relationships in service failures |
4 |
| Transformative gamification services for social behavior brand equity: a hierarchical model |
4 |
| How leaders' perceived emotional labor leads to followers' job performance A serial mediation model |
4 |
| Moderating effects of service separation on customer relationships with service firms A social-exchange perspective |
4 |
| Cyborgs as frontline service employees: a research agenda |
4 |
| Role of commercial friendship, initiation and co-creation types |
3 |
| The doer effect of failure and recovery in multi-agent cases: service supply chain perspective |
3 |
| Exploring the determinants and consequences of salesperson market orientation behavior An empirical study in the financial service industry |
3 |
| What to say on social media and how Effects of communication style and function on online customer engagement in China |
2 |
| Managing engagement in an emerging economy service |
2 |
| Is transparency a double-edged sword in citizen satisfaction with public service? Evidence from China's public healthcare |
2 |
| When service failure leads to sin: Exploring service transgression and customer forgiveness in a multi-faith context |
2 |
| Does transformational leadership always matter in frontline service roles? |
2 |
| The role of health locus of control in value co-creation for standardized screening services |
2 |
| Professional identity in service work: why front-line employees do what they do |
2 |
| Customers' value co-creation with healthcare service network partners The moderating effect of consumer vulnerability |
2 |
| The role of proto-institutions within the change of service ecosystems |
2 |
| Read into the lines: the positive effects of queues |
2 |
| Customer deference to service providers in ordinary service encounters |
2 |
| The effects of social undermining on employee voice and silence and on organizational deviant behaviors in the hotel industry |
2 |
| Benchmarking hotel service quality using two-dimensional importance-performance benchmark vectors (IPBV) |
2 |
| Reacting to negative online customer reviews Effects of accommodative management responses on potential customers |
2 |
| Friend or foe? Chat as a double-edged sword to assist customers |
2 |
| Volunteer engagement: conceptual extensions and value-in-context outcomes |
1 |
| An exploratory study of online review management in hospitality services |
1 |
| A critical review on value co-creation: towards a contingency framework and research agenda |
1 |
| Executive ethical decisions initiating organizational culture and values |
1 |
