Word-Of-Mouth Communications: a Motivational Analysis
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826 Citations
The role of nonverbal communication in service encounters
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313 Citations
Service consumption criticality in failure recovery
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249 Citations
An Exploration of The Meaning and Outcomes of a Customer-Defined Market Orientation
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188 Citations
Why Create Value for Others? An Exploration of Social Entrepreneurial Motives
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158 Citations
Can Consumers be Segmented on the Basis of their ServiceQuality Expectations?
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157 Citations
Effects of Multiple Endorsements and Consumer–Celebrity Attachment on Attitude and Purchase Intention
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152 Citations
Influences Upon Consumer Expectations of Services
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132 Citations
Being True to Oneself: Investigating Celebrity Brand Authenticity
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130 Citations
Effect of service provider's communication style on customer satisfaction in professional services setting: the moderating role of criticality and service nature
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123 Citations
Brand and consumer engagement behaviors on Facebook brand pages: Let's have a (positive) conversation
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123 Citations
The Role of Brand Familiarity on the Impact of Word-Of-Mouth Communication on Brand Evaluations
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108 Citations
Marketing culture and marketing effectiveness in service firms
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107 Citations
Refinement of the marketing culture scale and the relationship between marketing culture and profitability of a service firm
