Customer Service Quality and Loyalty

Field	Business, Management and Accounting
Subfield	Organizational Behavior and Human Resource Management
Domain	Social Sciences
OpenAlex	T10154

Smeal faculty

• J. Andrew Petersen - score 7.0
• Stefan Wuyts - score 3.0
• Hans Baumgartner - score 2.0
• Bob Everett - score 2.0
• John Langley - score 2.0
• Brett Christenson - score 1.0
• Min Ding - score 1.0
• Ralph A. Oliva - score 1.0
• Arvind Rangaswamy - score 1.0
• Johanna H. Slot - score 1.0
• Travis Lesser - score 1.0
• Evelyn A. Thomchick - score 1.0

Papers

• Customer satisfaction and loyalty in online and offline environments (2003) - cites 1558
• The Role of Consumption Emotions in the Satisfaction Response (2002) - cites 417
• Coping With Negative Emotions in Purchase‐Related Situations (2004) - cites 401
• Are Product Returns a Necessary Evil? Antecedents and Consequences (2009) - cites 346
• The Purchasing of Full-Service Contracts: (2001) - cites 269
• Vertical Marketing Systems for Complex Products: A Triadic Perspective (2004) - cites 188
• Partner selection in B2B information service markets (2009) - cites 67
• Functional forms of the satisfaction–loyalty relationship (2010) - cites 63
• Reversing the Logic: The Path to Profitability through Relationship Marketing (2009) - cites 59
• Defining, Measuring, and Managing Business Reference Value (2012) - cites 58
• Unlocking the power of marketing: understanding the links between customer mindset metrics, behavior, and profitability (2017) - cites 53
• Managing Product Returns Within the Customer Value Framework (2017) - cites 41
• Rapport Building for Salespeople: A Neuro-Linguistic Approach (2013) - cites 36
• A PERCEPTUAL PROCESS MODEL OF CUSTOMER SERVICE BASED ON CYBERNETIC CONTROL THEORY (1990) - cites 30
• Measuring and Managing Customer Engagement Value Through the Customer Journey (2017) - cites 27
• Customer behavior across competitive loyalty programs (2023) - cites 16
• Qualitative insights into buyer–supplier relationship attributes in the U.S. biofuels industry (2017) - cites 10
• Interset Association between Measures of Customer Service and Market Response (1991) - cites 6
• A High-level Overview: A Value Perspective on the Practice of Business-to-Business Marketing (2012) - cites 5
• Incumbent and non-incumbent salesperson consultation in the pre-decision stage of organizational purchasing (2019) - cites 3
• Chapter 8 Switching Costs: A Key to Understanding and Managing Business Consulting Relationship Longevity (2012) - cites 1
• Prioritizing the Voice of the Customer (2021) - cites 0
• Confidence, trust, and interest alignment in marketing relationships: a meta-analytic synthesis (2026) - cites 0