: Most-Read Full-Text Articles http://jsr.sagepub.com/ Most-read rankings are recalculated at the beginning of the month based on usage of full-text and PDF views for the previous month. 2009-11-10 <![CDATA[Whither Services Marketing?: In Search of a New Paradigm and Fresh Perspectives]]> http://jsr.sagepub.com/cgi/content/short/7/1/20?rss=1&ssource=mfc Aug 1, 2004; 7:20-41
Article]]> Christopher Lovelock, Evert Gummesson 2004-08-01 10.1177/1094670504266131 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[Service Delivery Innovation: Antecedents and Impact on Firm Performance]]> http://jsr.sagepub.com/cgi/content/short/12/1/36?rss=1&ssource=mfc Aug 1, 2009; 12:36-55
Article]]> Ja-Shen Chen, Hung Tai Tsou, Astrid Ya-Hui Huang 2009-08-01 SAGE Publications <![CDATA[Drivers of Service Satisfaction: Linking Customer Satisfaction to the Service Concept and Customer Characteristics]]> http://jsr.sagepub.com/cgi/content/short/10/4/365?rss=1&ssource=mfc May 1, 2008; 10:365-381
Article]]> Shannon Anderson, Lisa Klein Pearo, Sally K. Widener 2008-05-01 10.1177/1094670508314575 SAGE Publications <![CDATA[Knowledge Creation Through Mobile Social Networks and Its Impact on Intentions to Use Innovative Mobile Services]]> http://jsr.sagepub.com/cgi/content/short/12/1/15?rss=1&ssource=mfc Aug 1, 2009; 12:15-35
Article]]> Mirella Kleijnen, Annouk Lievens, Ko de Ruyter, Martin Wetzels 2009-08-01 SAGE Publications <![CDATA[Linking Brand Equity to Customer Equity]]> http://jsr.sagepub.com/cgi/content/short/9/2/125?rss=1&ssource=mfc Nov 1, 2006; 9:125-138
Article]]> Robert P. Leone, Vithala R. Rao, Kevin Lane Keller, Anita Man Luo, Leigh McAlister, Rajendra Srivastava 2006-11-01 10.1177/1094670506293563 SAGE Publications <![CDATA[How to Make Switching Costly: The Role of Marketing and Relationship Characteristics]]> http://jsr.sagepub.com/cgi/content/short/12/2/119?rss=1&ssource=mfc Nov 1, 2009; 12:119-137
]]> Yolanda Polo, F. Javier Sese 2009-11-01 SAGE Publications <![CDATA[Unifying Service Marketing and Operations With Service Experience Management]]> http://jsr.sagepub.com/cgi/content/short/11/4/389?rss=1&ssource=mfc May 1, 2009; 11:389-406
Article]]> Robert J. Kwortnik Jr, Gary M. Thompson 2009-05-01 SAGE Publications <![CDATA[Dashboards as a Service: Why, What, How, and What Research Is Needed?]]> http://jsr.sagepub.com/cgi/content/short/12/2/175?rss=1&ssource=mfc Nov 1, 2009; 12:175-189
]]> Koen Pauwels, Tim Ambler, Bruce H. Clark, Pat LaPointe, David Reibstein, Bernd Skiera, Berend Wierenga, Thorsten Wiesel 2009-11-01 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[The Impact of the Customer Orientation of Call Center Employees on Customers' Affective Commitment and Loyalty]]> http://jsr.sagepub.com/cgi/content/short/10/2/161?rss=1&ssource=mfc Nov 1, 2007; 10:161-173
Article]]> Alison M. Dean 2007-11-01 10.1177/1094670507309650 SAGE Publications <![CDATA[Predicting the Likelihood of Voiced Complaints in the Self-Service Technology Context]]> http://jsr.sagepub.com/cgi/content/short/12/1/100?rss=1&ssource=mfc Aug 1, 2009; 12:100-116
Article]]> Nichola Robertson, Robin N. Shaw 2009-08-01 SAGE Publications <![CDATA[CRM Implementation: Effectiveness Issues and Insights]]> http://jsr.sagepub.com/cgi/content/short/9/2/184?rss=1&ssource=mfc Nov 1, 2006; 9:184-194
Article]]> Timothy Bohling, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani, Rajan Varadarajan 2006-11-01 10.1177/1094670506293573 SAGE Publications <![CDATA[Perceived Service Quality and Customer Trust: Does Enhancing Customers' Service Knowledge Matter?]]> http://jsr.sagepub.com/cgi/content/short/10/3/256?rss=1&ssource=mfc Feb 1, 2008; 10:256-268
Article]]> Andreas B. Eisingerich, Simon J. Bell 2008-02-01 SAGE Publications <![CDATA[Organizational Service Climate Drivers of the American Customer Satisfaction Index (ACSI) and Financial and Market Performance]]> http://jsr.sagepub.com/cgi/content/short/12/1/3?rss=1&ssource=mfc Aug 1, 2009; 12:3-14
Article]]> Benjamin Schneider, William H. Macey, Wayne C. Lee, Scott A. Young 2009-08-01 SAGE Publications <![CDATA[A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model]]> http://jsr.sagepub.com/cgi/content/short/10/2/123?rss=1&ssource=mfc Nov 1, 2007; 10:123-142
Article]]> Tracey S. Dagger, Jillian C. Sweeney, Lester W. Johnson 2007-11-01 10.1177/1094670507309594 SAGE Publications <![CDATA[The Impact of Value Congruence on Consumer-Service Brand Relationships]]> http://jsr.sagepub.com/cgi/content/short/11/2/161?rss=1&ssource=mfc Nov 1, 2008; 11:161-178
Article]]> Jing Zhang, Josee M. M. Bloemer 2008-11-01 SAGE Publications <![CDATA[Managing Service Innovation and Interorganizational Relationships for Firm Performance: To Commit or Diversify?]]> http://jsr.sagepub.com/cgi/content/short/11/4/344?rss=1&ssource=mfc May 1, 2009; 11:344-356
Article]]> Andreas B. Eisingerich, Gaia Rubera, Matthias Seifert 2009-05-01 SAGE Publications <![CDATA[Service Loyalty: An Integrative Model and Examination across Service Contexts]]> http://jsr.sagepub.com/cgi/content/short/11/1/22?rss=1&ssource=mfc Aug 1, 2008; 11:22-42
Article]]> Xiaoyun Han, Robert J. Kwortnik Jr, Chunxiao Wang 2008-08-01 SAGE Publications <![CDATA[Measuring Service Quality in E-Retailing]]> http://jsr.sagepub.com/cgi/content/short/8/3/260?rss=1&ssource=mfc Feb 1, 2006; 8:260-275
Article]]> Joel E. Collier, Carol C. Bienstock 2006-02-01 10.1177/1094670505278867 SAGE Publications <![CDATA[Regulatory Focus Theory, Trust, and Privacy Concern]]> http://jsr.sagepub.com/cgi/content/short/12/2/190?rss=1&ssource=mfc Nov 1, 2009; 12:190-207
]]> Jochen Wirtz, May O. Lwin 2009-11-01 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[Modeling Customer Lifetime Value]]> http://jsr.sagepub.com/cgi/content/short/9/2/139?rss=1&ssource=mfc Nov 1, 2006; 9:139-155
Article]]> Sunil Gupta, Dominique Hanssens, Bruce Hardie, Wiliam Kahn, V. Kumar, Nathaniel Lin, Nalini Ravishanker, S. Sriram 2006-11-01 10.1177/1094670506293810 SAGE Publications <![CDATA[The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage: A Longitudinal Analysis]]> http://jsr.sagepub.com/cgi/content/short/11/4/357?rss=1&ssource=mfc May 1, 2009; 11:357-370
Article]]> Katherine N. Lemon, Florian v. Wangenheim 2009-05-01 SAGE Publications <![CDATA[Issues and Perspectives in Global Customer Relationship Management]]> http://jsr.sagepub.com/cgi/content/short/9/2/195?rss=1&ssource=mfc Nov 1, 2006; 9:195-207
Article]]> B. Ramaseshan, David Bejou, Subhash C. Jain, Charlotte Mason, Joseph Pancras 2006-11-01 10.1177/1094670506293574 SAGE Publications <![CDATA[The Relationship of Employee Perceptions of Organizational Climate to Business-Unit Outcomes: An MPLS Approach]]> http://jsr.sagepub.com/cgi/content/short/11/3/277?rss=1&ssource=mfc Feb 1, 2009; 11:277-294
Article]]> Bruce Cooil, Lerzan Aksoy, Timothy L. Keiningham, Kiersten M. Maryott 2009-02-01 10.1177/1094670508328984 SAGE Publications <![CDATA[Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework]]> http://jsr.sagepub.com/cgi/content/short/12/2/227?rss=1&ssource=mfc Nov 1, 2009; 12:227-242
]]> Piyush Sharma, Jackie L. M. Tam, Namwoon Kim 2009-11-01 SAGE Publications <![CDATA[Offshore Outsourcing of Services: A Stakeholder Perspective]]> http://jsr.sagepub.com/cgi/content/short/12/1/56?rss=1&ssource=mfc Aug 1, 2009; 12:56-72
Article]]> Wendy L. Tate, Lisa M. Ellram, Stephen W. Brown 2009-08-01 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[Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfaction]]> http://jsr.sagepub.com/cgi/content/short/11/1/63?rss=1&ssource=mfc Aug 1, 2008; 11:63-73
Article]]> Martin Reimann, Ulrich F. Lunemann, Richard B. Chase 2008-08-01 SAGE Publications <![CDATA[Twenty Years of Service Guarantee Research: A Synthesis]]> http://jsr.sagepub.com/cgi/content/short/11/4/322?rss=1&ssource=mfc May 1, 2009; 11:322-343
Article]]> Jens Hogreve, Dwayne D. Gremler 2009-05-01 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[It Depends: Moderating the Relationships Among Perceived Waiting Time, Anger, and Regret]]> http://jsr.sagepub.com/cgi/content/short/12/2/138?rss=1&ssource=mfc Nov 1, 2009; 12:138-155
]]> Clay M. Voorhees, Julie Baker, Brian L. Bourdeau, E. Deanne Brocato, J. Joseph Cronin Jr 2009-11-01 SAGE Publications <![CDATA[Employees' Willingness to Report Service Complaints]]> http://jsr.sagepub.com/cgi/content/short/12/2/156?rss=1&ssource=mfc Nov 1, 2009; 12:156-174
]]> Gil Luria, Iddo Gal, Dana Yagil 2009-11-01 SAGE Publications <![CDATA[Challenges and Opportunities in Multichannel Customer Management]]> http://jsr.sagepub.com/cgi/content/short/9/2/95?rss=1&ssource=mfc Nov 1, 2006; 9:95-112
Article]]> Scott A. Neslin, Dhruv Grewal, Robert Leghorn, Venkatesh Shankar, Marije L. Teerling, Jacquelyn S. Thomas, Peter C. Verhoef 2006-11-01 10.1177/1094670506293559 SAGE Publications <![CDATA[Customer Self-Efficacy in Technology-Based Self-Service: Assessing Between- and Within-Person Differences]]> http://jsr.sagepub.com/cgi/content/short/11/4/407?rss=1&ssource=mfc May 1, 2009; 11:407-428
Article]]> Jacqueline van Beuningen, Ko de Ruyter, Martin Wetzels, Sandra Streukens 2009-05-01 10.1177/1094670509333237 SAGE Publications <![CDATA[Understanding Customer Switching Behavior in a Liberalizing Service Market: An Exploratory Study]]> http://jsr.sagepub.com/cgi/content/short/10/2/174?rss=1&ssource=mfc Nov 1, 2007; 10:174-186
Article]]> Jaap E. Wieringa, Peter C. Verhoef 2007-11-01 10.1177/1094670507306686 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[Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions]]> http://jsr.sagepub.com/cgi/content/short/10/3/269?rss=1&ssource=mfc Feb 1, 2008; 10:269-281
Article]]> Tom DeWitt, Doan T. Nguyen, Roger Marshall 2008-02-01 SAGE Publications <![CDATA[Customer Integration--A Key to an Implementation Perspective of Service Provision]]> http://jsr.sagepub.com/cgi/content/short/11/2/197?rss=1&ssource=mfc Nov 1, 2008; 11:197-210
Article]]> Sabine Moeller 2008-11-01 10.1177/1094670508324677 SAGE Publications <![CDATA[Customer Integration and Value Creation: Paradigmatic Traps and Perspectives]]> http://jsr.sagepub.com/cgi/content/short/11/2/211?rss=1&ssource=mfc Nov 1, 2008; 11:211-215
Article]]> Stephen L. Vargo 2008-11-01 10.1177/1094670508324260 SAGE Publications <![CDATA[Communal Service Delivery: How Customers Benefit From Participation in Firm-Hosted Virtual P3 Communities]]> http://jsr.sagepub.com/cgi/content/short/12/2/208?rss=1&ssource=mfc Nov 1, 2009; 12:208-226
]]> Utpal M. Dholakia, Vera Blazevic, Caroline Wiertz, Rene Algesheimer 2009-11-01 SAGE Publications <![CDATA[Designing Multi-Interface Service Experiences: The Service Experience Blueprint]]> http://jsr.sagepub.com/cgi/content/short/10/4/318?rss=1&ssource=mfc May 1, 2008; 10:318-334
Article]]> Lia Patricio, Raymond P. Fisk, Joao Falcao e Cunha 2008-05-01 SAGE Publications <![CDATA[Managing Customers for Value: An Overview and Research Agenda]]> http://jsr.sagepub.com/cgi/content/short/9/2/87?rss=1&ssource=mfc Nov 1, 2006; 9:87-94
Article]]> V. Kumar, Katherine N. Lemon, A. Parasuraman 2006-11-01 10.1177/1094670506293558 SAGE Publications <![CDATA[Health Care: A Fertile Field for Service Research]]> http://jsr.sagepub.com/cgi/content/short/10/2/111?rss=1&ssource=mfc Nov 1, 2007; 10:111-122
Article]]> Leonard L. Berry, Neeli Bendapudi 2007-11-01 10.1177/1094670507306682 SAGE Publications <![CDATA[Consequences of Forcing Consumers to Use Technology-Based Self-Service]]> http://jsr.sagepub.com/cgi/content/short/11/2/107?rss=1&ssource=mfc Nov 1, 2008; 11:107-123
Article]]> Machiel J. Reinders, Pratibha A. Dabholkar, Ruud T. Frambach 2008-11-01 10.1177/1094670508324297 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[Marketing Practices and Performance of Small Service Firms: An Examination in the Tourism Accommodation Sector]]> http://jsr.sagepub.com/cgi/content/short/9/1/38?rss=1&ssource=mfc Aug 1, 2006; 9:38-58
Article]]> Nicole Coviello, Heidi Winklhofer, Karla Hamilton 2006-08-01 10.1177/1094670506289533 SAGE Publications <![CDATA[Service Quality Attribute Weights: How Do Novice and Longer-Term Customers Construct Service Quality Perceptions?]]> http://jsr.sagepub.com/cgi/content/short/10/1/22?rss=1&ssource=mfc Aug 1, 2007; 10:22-42
Article]]> Tracey S. Dagger, Jillian C. Sweeney 2007-08-01 10.1177/1094670507303010 SAGE Publications <![CDATA[A Tale of Two Countries' Conservatism, Service Quality, and Feedback on Customer Satisfaction]]> http://jsr.sagepub.com/cgi/content/short/6/3/212?rss=1&ssource=mfc Feb 1, 2004; 6:212-230
Article]]> Christopher A. Voss, Aleda V. Roth, Eve D. Rosenzweig, Kate Blackmon, Richard B. Chase 2004-02-01 10.1177/1094670503260120 SAGE Publications