| Customer evaluations of service complaint experiences: implications for relationship marketing SS Tax, SW Brown, M Chandrashekaran Journal of marketing 62 (2), 60-76, 1998 | 4349 | 1998 |
| Technology infusion in service encounters MJ Bitner, SW Brown, ML Meuter Journal of the Academy of marketing Science 28 (1), 138-149, 2000 | 2686 | 2000 |
| Moving forward and making a difference: research priorities for the science of service AL Ostrom, MJ Bitner, SW Brown, KA Burkhard, M Goul, V Smith-Daniels, ... Journal of service research 13 (1), 4-36, 2010 | 2315 | 2010 |
| Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies ML Meuter, MJ Bitner, AL Ostrom, SW Brown Journal of marketing 69 (2), 61-83, 2005 | 2280 | 2005 |
| A gap analysis of professional service quality SW Brown, TA Swartz Journal of marketing 53 (2), 92-98, 1989 | 2204 | 1989 |
| Tracking the evolution of the services marketing literature RP Fisk, SW Brown, MJ Bitner Journal of retailing 69 (1), 61-103, 1993 | 1872 | 1993 |
| Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors LA Bettencourt, SW Brown Journal of retailing 73 (1), 39-61, 1997 | 1611 | 1997 |
| Service loyalty: its nature, importance, and implications DD Gremler, SW Brown Advancing service quality: A global perspective 5 (1), 171-181, 1996 | 1516 | 1996 |
| Recovering and learning from service failure SS Tax, SW Brown MIT Sloan Management Review, 1998 | 1488 | 1998 |
| Consumer satisfaction and perceived quality: complementary or divergent constructs? JB Gotlieb, D Grewal, SW Brown Journal of applied psychology 79 (6), 875, 1994 | 1365 | 1994 |
| Client co-production in knowledge-intensive business services LA Bettencourt, AL Ostrom, SW Brown, RI Roundtree California management review 44 (4), 100-128, 2002 | 1286 | 2002 |
| Generating positive word‐of‐mouth communication through customer‐employee relationships DD Gremler, KP Gwinner, SW Brown International journal of service industry management 12 (1), 44-59, 2001 | 953 | 2001 |
| The loyalty ripple effect: appreciating the full value of customers DD Gremler, SW Brown International journal of service industry management 10 (3), 271-293, 1999 | 716 | 1999 |
| Forming successful business-to-business services in goods-dominant firms WA Neu, SW Brown Journal of service research 8 (1), 3-17, 2005 | 679 | 2005 |
| Role stressors and customer-oriented boundary-spanning behaviors in service organizations LA Bettencourt, SW Brown Journal of the academy of Marketing Science 31 (4), 394-408, 2003 | 642 | 2003 |
| Service customization through employee adaptiveness KP Gwinner, MJ Bitner, SW Brown, A Kumar Journal of Service Research 8 (2), 131-148, 2005 | 575 | 2005 |
| An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic S Michel, SW Brown, AS Gallan Journal of the academy of marketing science 36, 54-66, 2008 | 510 | 2008 |
| The development and emergence of services marketing thought SW Brown, RP Fisk, M Jo Bitner International journal of service industry management 5 (1), 21-48, 1994 | 507 | 1994 |
| Branded service encounters: Strategically aligning employee behavior with the brand positioning NJ Sirianni, MJ Bitner, SW Brown, N Mandel Journal of Marketing 77 (6), 108-123, 2013 | 446 | 2013 |
| Customer positivity and participation in services: an empirical test in a health care context AS Gallan, CB Jarvis, SW Brown, MJ Bitner Journal of the academy of marketing science 41, 338-356, 2013 | 405 | 2013 |
