: Most-Cited Full-Text Articles http://jsr.sagepub.com/ Most-cited rankings are recalculated at the beginning of the month and are based on citations to articles on this journal site from articles in other HighWire-hosted journals. 2009-11-10 <![CDATA[Strengthening the Satisfaction-Profit Chain]]> http://jsr.sagepub.com/cgi/content/short/3/2/107?rss=1&ssource=mfc Nov 1, 2000; 3:107-120
Article]]> Eugene W. Anderson, Vikas Mittal 2000-11-01 10.1177/109467050032001 SAGE Publications <![CDATA[Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality]]> http://jsr.sagepub.com/cgi/content/short/4/3/230?rss=1&ssource=mfc Feb 1, 2002; 4:230-247
Article]]> Thorsten Hennig-Thurau, Kevin P. Gwinner, Dwayne D. Gremler 2002-02-01 10.1177/1094670502004003006 SAGE Publications <![CDATA[Customer-Employee Rapport in Service Relationships]]> http://jsr.sagepub.com/cgi/content/short/3/1/82?rss=1&ssource=mfc Aug 1, 2000; 3:82-104
Article]]> Dwayne D. Gremler, Kevin P. Gwinner 2000-08-01 10.1177/109467050031006 SAGE Publications <![CDATA[An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?]]> http://jsr.sagepub.com/cgi/content/short/1/1/65?rss=1&ssource=mfc Aug 1, 1998; 1:65-81
Article]]> Amy K. Smith, Ruth N. Bolton 1998-08-01 10.1177/109467059800100106 SAGE Publications <![CDATA[Customer Satisfaction and Word of Mouth]]> http://jsr.sagepub.com/cgi/content/short/1/1/5?rss=1&ssource=mfc Aug 1, 1998; 1:5-17
Article]]> Eugene W. Anderson 1998-08-01 10.1177/109467059800100102 SAGE Publications <![CDATA[Technology Readiness Index (Tri): A Multiple-Item Scale to Measure Readiness to Embrace New Technologies]]> http://jsr.sagepub.com/cgi/content/short/2/4/307?rss=1&ssource=mfc May 1, 2000; 2:307-320
Article]]> A. Parasuraman 2000-05-01 10.1177/109467050024001 SAGE Publications <![CDATA[The Four Service Marketing Myths: Remnants of a Goods-Based, Manufacturing Model]]> http://jsr.sagepub.com/cgi/content/short/6/4/324?rss=1&ssource=mfc May 1, 2004; 6:324-335
Article]]> Stephen L. Vargo, Robert F. Lusch 2004-05-01 10.1177/1094670503262946 SAGE Publications <![CDATA[An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery]]> http://jsr.sagepub.com/cgi/content/short/3/2/121?rss=1&ssource=mfc Nov 1, 2000; 3:121-137
Article]]> Michael A. McCollough, Leonard L. Berry, Manjit S. Yadav 2000-11-01 10.1177/109467050032002 SAGE Publications <![CDATA[Employee Satisfaction, Customer Loyalty, and Financial Performance: An Empirical Examination of the Service Profit Chain in Retail Banking]]> http://jsr.sagepub.com/cgi/content/short/1/1/18?rss=1&ssource=mfc Aug 1, 1998; 1:18-31
Article]]> Gary W. Loveman 1998-08-01 10.1177/109467059800100103 SAGE Publications <![CDATA[The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents]]> http://jsr.sagepub.com/cgi/content/short/4/1/60?rss=1&ssource=mfc Aug 1, 2001; 4:60-75
Article]]> L. Jean Harrison-Walker 2001-08-01 10.1177/109467050141006 SAGE Publications <![CDATA[Cultural Influences on Service Quality Expectations]]> http://jsr.sagepub.com/cgi/content/short/1/2/178?rss=1&ssource=mfc Nov 1, 1998; 1:178-186
Article]]> Naveen Donthu, Boonghee Yoo 1998-11-01 10.1177/109467059800100207 SAGE Publications <![CDATA[The Relationships between Culture and Service Quality Perceptions: Basis for Cross-Cultural Market Segmentation and Resource Allocation]]> http://jsr.sagepub.com/cgi/content/short/2/4/355?rss=1&ssource=mfc May 1, 2000; 2:355-371
Article]]> Olivier Furrer, Ben Shaw-Ching Liu, D. Sudharshan 2000-05-01 10.1177/109467050024004 SAGE Publications <![CDATA[E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality]]> http://jsr.sagepub.com/cgi/content/short/7/3/213?rss=1&ssource=mfc Feb 1, 2005; 7:213-233
Article]]> A. Parasuraman, Valarie A. Zeithaml, Arvind Malhotra 2005-02-01 10.1177/1094670504271156 SAGE Publications <![CDATA[The Impact of Empowerment on Customer Contact Employees' Roles in Service Organizations]]> http://jsr.sagepub.com/cgi/content/short/3/1/66?rss=1&ssource=mfc Aug 1, 2000; 3:66-81
Article]]> Jean-Charles Chebat, Paul Kollias 2000-08-01 10.1177/109467050031005 SAGE Publications <![CDATA[The Role of Culture in the Service Evaluation Process]]> http://jsr.sagepub.com/cgi/content/short/1/3/250?rss=1&ssource=mfc Feb 1, 1999; 1:250-261
Article]]> Anna S. Mattila 1999-02-01 10.1177/109467059913006 SAGE Publications <![CDATA[The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment]]> http://jsr.sagepub.com/cgi/content/short/6/1/37?rss=1&ssource=mfc Aug 1, 2003; 6:37-50
Article]]> Timothy L. Keiningham, Tiffany Perkins-Munn, Heather Evans 2003-08-01 10.1177/1094670503254275 SAGE Publications <![CDATA[Relating Brandand Customer Perspectives on Marketing Management]]> http://jsr.sagepub.com/cgi/content/short/5/1/13?rss=1&ssource=mfc Aug 1, 2002; 5:13-25
Article]]> Tim Ambler, C. B. Bhattacharya, Julie Edell, Kevin Lane Keller, Katherine N. Lemon, Vikas Mittal 2002-08-01 10.1177/1094670502005001003 SAGE Publications <![CDATA[Customer Equity Management: Charting New Directions for the Future of Marketing]]> http://jsr.sagepub.com/cgi/content/short/5/1/4?rss=1&ssource=mfc Aug 1, 2002; 5:4-12
Article]]> John E. Hogan, Katherine N. Lemon, Roland T. Rust 2002-08-01 10.1177/1094670502005001002 SAGE Publications <![CDATA[The Role of Emotions in Service Encounters]]> http://jsr.sagepub.com/cgi/content/short/4/4/268?rss=1&ssource=mfc May 1, 2002; 4:268-277
Article]]> Anna S. Mattila, Cathy A. Enz 2002-05-01 10.1177/1094670502004004004 SAGE Publications <![CDATA[Do We Really Need Multiple-Item Measures in Service Research?]]> http://jsr.sagepub.com/cgi/content/short/3/3/196?rss=1&ssource=mfc Feb 1, 2001; 3:196-204
Article]]> Aimee L. Drolet, Donald G. Morrison 2001-02-01 10.1177/109467050133001 SAGE Publications <![CDATA[An Examination of Moderator Effects in the Four-Stage Loyalty Model]]> http://jsr.sagepub.com/cgi/content/short/8/4/330?rss=1&ssource=mfc May 1, 2006; 8:330-345
Article]]> Heiner Evanschitzky, Maren Wunderlich 2006-05-01 10.1177/1094670506286325 SAGE Publications <![CDATA[The Critical Incident Technique in Service Research]]> http://jsr.sagepub.com/cgi/content/short/7/1/65?rss=1&ssource=mfc Aug 1, 2004; 7:65-89
Article]]> Dwayne D. Gremler 2004-08-01 10.1177/1094670504266138 SAGE Publications <![CDATA[Switching Processes in Customer Relationships]]> http://jsr.sagepub.com/cgi/content/short/2/1/68?rss=1&ssource=mfc Aug 1, 1999; 2:68-85
Article]]> Inger Roos 1999-08-01 10.1177/109467059921006 SAGE Publications <![CDATA[Application of Fairness Theory to Service Failures and Service Recovery]]> http://jsr.sagepub.com/cgi/content/short/5/3/251?rss=1&ssource=mfc Feb 1, 2003; 5:251-266
Article]]> Janet R. Mccoll-Kennedy, Beverley A. Sparks 2003-02-01 10.1177/1094670502238918 SAGE Publications <![CDATA[Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes]]> http://jsr.sagepub.com/cgi/content/short/5/3/209?rss=1&ssource=mfc Feb 1, 2003; 5:209-224
Article]]> James M. Curran, Matthew L. Meuter, Carol F. Surprenant 2003-02-01 10.1177/1094670502238916 SAGE Publications <![CDATA[Regaining Service Customers: Costs and Benefits of Regain Management]]> http://jsr.sagepub.com/cgi/content/short/1/4/347?rss=1&ssource=mfc May 1, 1999; 1:347-361
Article]]> Bernd Stauss, Christian Friege 1999-05-01 10.1177/109467059914006 SAGE Publications <![CDATA[The Strategic Levers of Yield Management]]> http://jsr.sagepub.com/cgi/content/short/1/2/156?rss=1&ssource=mfc Nov 1, 1998; 1:156-166
Article]]> Sheryl E. Kimes, Richard B. Chase 1998-11-01 10.1177/109467059800100205 SAGE Publications <![CDATA[The Path to Customer Centricity]]> http://jsr.sagepub.com/cgi/content/short/9/2/113?rss=1&ssource=mfc Nov 1, 2006; 9:113-124
Article]]> Denish Shah, Roland T. Rust, A. Parasuraman, Richard Staelin, George S. Day 2006-11-01 10.1177/1094670506294666 SAGE Publications <![CDATA[Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts]]> http://jsr.sagepub.com/cgi/content/short/6/4/336?rss=1&ssource=mfc May 1, 2004; 6:336-346
Article]]> Anna S. Mattila, Paul G. Patterson 2004-05-01 10.1177/1094670503262947 SAGE Publications <![CDATA[When Does Commitment Lead to Loyalty?]]> http://jsr.sagepub.com/cgi/content/short/5/4/333?rss=1&ssource=mfc May 1, 2003; 5:333-344
Article]]> Gordon Fullerton 2003-05-01 10.1177/1094670503005004005 SAGE Publications <![CDATA[Linking Customer Assets to Financial Performance]]> http://jsr.sagepub.com/cgi/content/short/5/1/26?rss=1&ssource=mfc Aug 1, 2002; 5:26-38
Article]]> John E. Hogan, Donald R. Lehmann, Maria Merino, Rajendra K. Srivastava, Jacquelyn S. Thomas, Peter C. Verhoef 2002-08-01 10.1177/1094670502005001004 SAGE Publications <![CDATA[The Service Provider Switching Model (SPSM): A Model of Consumer Switching Behavior in the Services Industry]]> http://jsr.sagepub.com/cgi/content/short/2/2/200?rss=1&ssource=mfc Nov 1, 1999; 2:200-218
Article]]> Harvir S. Bansal, Shirley F. Taylor 1999-11-01 10.1177/109467059922007 SAGE Publications <![CDATA[Recovsat: An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery]]> http://jsr.sagepub.com/cgi/content/short/1/3/236?rss=1&ssource=mfc Feb 1, 1999; 1:236-249
Article]]> Christo Boshoff 1999-02-01 10.1177/109467059913005 SAGE Publications <![CDATA[What Is the True Value of a Lost Customer?]]> http://jsr.sagepub.com/cgi/content/short/5/3/196?rss=1&ssource=mfc Feb 1, 2003; 5:196-208
Article]]> John E. Hogan, Katherine N. Lemon, Barak Libai 2003-02-01 10.1177/1094670502238915 SAGE Publications <![CDATA[Relationships between Service Providers and Their Impact on Customers]]> http://jsr.sagepub.com/cgi/content/short/4/4/299?rss=1&ssource=mfc May 1, 2002; 4:299-311
Article]]> Jody Hoffer Gittell 2002-05-01 10.1177/1094670502004004007 SAGE Publications <![CDATA[The Relationships between Culture and Behavioral Intentions toward Services]]> http://jsr.sagepub.com/cgi/content/short/4/2/118?rss=1&ssource=mfc Nov 1, 2001; 4:118-129
Article]]> Ben Shaw-Ching Liu, Olivier Furrer, D. Sudharshan 2001-11-01 10.1177/109467050142004 SAGE Publications <![CDATA[The Rise of E-Service]]> http://jsr.sagepub.com/cgi/content/short/3/4/283?rss=1&ssource=mfc May 1, 2001; 3:283-284
Article]]> Roland Rust 2001-05-01 10.1177/109467050134001 SAGE Publications <![CDATA[Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors]]> http://jsr.sagepub.com/cgi/content/short/3/3/241?rss=1&ssource=mfc Feb 1, 2001; 3:241-251
Article]]> Michael K. Brady, J. Joseph Cronin Jr. 2001-02-01 10.1177/109467050133005 SAGE Publications <![CDATA[Retail Service Branding in Electronic-Commerce Environments]]> http://jsr.sagepub.com/cgi/content/short/3/2/178?rss=1&ssource=mfc Nov 1, 2000; 3:178-186
Article]]> Robert Davis, Margo Buchanan-Oliver, Roderick J. Brodie 2000-11-01 10.1177/109467050032006 SAGE Publications <![CDATA[Climbing the Commitment Ladder: The Role of Expectations Disconfirmation on Customers' Behavioral Intentions]]> http://jsr.sagepub.com/cgi/content/short/2/3/240?rss=1&ssource=mfc Feb 1, 2000; 2:240-253
Article]]> Susan S. White, Benjamin Schneider 2000-02-01 10.1177/109467050023002 SAGE Publications <![CDATA[What Drives Customer Loyalty with Complaint Resolution?]]> http://jsr.sagepub.com/cgi/content/short/1/4/324?rss=1&ssource=mfc May 1, 1999; 1:324-332
Article]]> Tor Wallin Andreassen 1999-05-01 10.1177/109467059914004 SAGE Publications <![CDATA[Managing Dissatisfaction: How to Decrease Customer Opportunism by Partial Refunds]]> http://jsr.sagepub.com/cgi/content/short/1/2/140?rss=1&ssource=mfc Nov 1, 1998; 1:140-155
Article]]> Wujin Chu, Eitan Gerstner, James D. Hess 1998-11-01 10.1177/109467059800100204 SAGE Publications <![CDATA[Customer Switching Patterns in Competitive and Noncompetitive Service Industries]]> http://jsr.sagepub.com/cgi/content/short/6/3/256?rss=1&ssource=mfc Feb 1, 2004; 6:256-271
Article]]> Inger Roos, Bo Edvardsson, Anders Gustafsson 2004-02-01 10.1177/1094670503255850 SAGE Publications <![CDATA[Service Failure in Online Retailing: A Recovery Opportunity]]> http://jsr.sagepub.com/cgi/content/short/6/1/92?rss=1&ssource=mfc Aug 1, 2003; 6:92-105
Article]]> Betsy B. Holloway, Sharon E. Beatty 2003-08-01 10.1177/1094670503254288 SAGE Publications <![CDATA[Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations]]> http://jsr.sagepub.com/cgi/content/short/5/3/184?rss=1&ssource=mfc Feb 1, 2003; 5:184-195
Article]]> Line Lervik Olsen, Michael D. Johnson 2003-02-01 10.1177/1094670502238914 SAGE Publications <![CDATA[Seven Barriers to Customer Equity Management]]> http://jsr.sagepub.com/cgi/content/short/5/1/77?rss=1&ssource=mfc Aug 1, 2002; 5:77-85
Article]]> David Bell, John Deighton, Werner J. Reinartz, Roland T. Rust, Gordon Swartz 2002-08-01 10.1177/1094670502005001008 SAGE Publications <![CDATA[Marketing Actions and the Value of Customer Assets: A Framework for Customer Asset Management]]> http://jsr.sagepub.com/cgi/content/short/5/1/39?rss=1&ssource=mfc Aug 1, 2002; 5:39-54
Article]]> Paul D. Berger, Ruth N. Bolton, Douglas Bowman, Elten Briggs, V. Kumar, A. Parasuraman, Creed Terry 2002-08-01 10.1177/1094670502005001005 SAGE Publications <![CDATA[Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes]]> http://jsr.sagepub.com/cgi/content/short/2/3/285?rss=1&ssource=mfc Feb 1, 2000; 2:285-300
Article]]> Hooman Estelami 2000-02-01 10.1177/109467050023006 SAGE Publications <![CDATA[Expectation Processes in Satisfaction Formation: A Field Study]]> http://jsr.sagepub.com/cgi/content/short/1/3/196?rss=1&ssource=mfc Feb 1, 1999; 1:196-214
Article]]> Richard L. Oliver, Raymond R. Burke 1999-02-01 10.1177/109467059913002 SAGE Publications <![CDATA[Customer Heterogeneity in Service Management]]> http://jsr.sagepub.com/cgi/content/short/1/2/129?rss=1&ssource=mfc Nov 1, 1998; 1:129-139
Article]]> Peter J. Danaher 1998-11-01 10.1177/109467059800100203 SAGE Publications