Topic · Consumer Retail Behavior Studies
Most cited papers in Consumer Retail Behavior Studies
What are the most cited papers in Consumer Retail Behavior Studies?
The most cited paper in Consumer Retail Behavior Studies is "SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality" (Anitha Parasuraman, Leonard L. Berry, Valarie A. Zeithaml, 1988), with 21,175 citations. Next come "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence" (12,714) and "Measuring Service Quality: A Reexamination and Extension" (8,966).
Showing 50 of 92 papers. Every paper with more than 1,359 citations is listed.
| # | Paper | ||
|---|---|---|---|
| 1 | SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality Anitha Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) | 1988 | 21,175 |
| 2 | Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence Valarie A. Zeithaml · Journal of Marketing | Jul 1988 | 12,714 |
| 3 | Measuring Service Quality: A Reexamination and Extension J. Joseph Cronin, Steven A. Taylor · Journal of Marketing | Jul 1992 | 8,966 |
| 4 | Possessions and the Extended Self Russell W. Belk · Journal of Consumer Research | Sep 1988 | 8,936 |
| 5 | The Behavioral Consequences of Service Quality Valarie A. Zeithaml, Leonard L. Berry, Anitha Parasuraman · Journal of Marketing | Apr 1996 | 8,653 |
| 6 | Whence Consumer Loyalty? Richard L. Oliver · Journal of Marketing | 1999 | 6,985 |
| 7 | Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value Barry J. Babin, William R. Darden, Mitch Griffin · Journal of Consumer Research | Mar 1994 | 6,005 |
| 8 | Understanding Customer Experience Throughout the Customer Journey Katherine N. Lemon, Peter C. Verhoef · Journal of Marketing | 16 Jun 2016 | 5,587 |
| 9 | Servicescapes: The Impact of Physical Surroundings on Customers and Employees Mary Jo Bitner · Journal of Marketing | Apr 1992 | 5,204 |
| 10 | Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 Martin G. M. Wetzels, Gaby Odekerken-Schröder, Claudia Van Oppen · MIS Quarterly | Mar 2009 | 4,890 |
| 11 | Effects of Price, Brand, and Store Information on Buyers' Product Evaluations William B. Dodds, Kent B. Monroe, Dhruv Grewal · Journal of Marketing Research | Aug 1991 | 4,716 |
| 12 | Hedonic Consumption: Emerging Concepts, Methods and Propositions Elizabeth C. Hirschman, Morris B. Holbrook · Journal of Marketing | Jul 1982 | 4,577 |
| 13 | Customer Satisfaction, Market Share, and Profitability: Findings From Sweden Eugene W. Anderson, Claes Fornell, Donald R. Lehmann · Journal of Marketing | Jul 1994 | 4,570 |
| 14 | The American Customer Satisfaction Index: Nature, Purpose, and Findings Claes Fornell, Michael D. Johnson, Eugene W. Anderson et al. · Journal of Marketing | Oct 1996 | 3,794 |
| 15 | Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach Michael K. Brady, J. Joseph Cronin · Journal of Marketing | Jul 2001 | 3,553 |
| 16 | A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions William Boulding, Ajay Kalra, Richard Staelin et al. · Journal of Marketing Research | Feb 1993 | 3,434 |
| 17 | Monopoly and product quality Michael L. Mussa, Sherwin Rosen · Journal of Economic Theory | Aug 1978 | 3,430 |
| 18 | Cognitive, Affective, and Attribute Bases of the Satisfaction Response Richard L. Oliver · Journal of Consumer Research | Dec 1993 | 3,264 |
| 19 | Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior Marios Koufaris · Information Systems Research | Jun 2002 | 3,217 |
| 20 | Hedonic and utilitarian motivations for online retail shopping behavior Terry L. Childers, Christopher L. Carr, Joann Peck et al. · Journal of Retailing | Dec 2001 | 3,213 |
| 21 | Customer Experience Creation: Determinants, Dynamics and Management Strategies Peter C. Verhoef, Katherine N. Lemon, Anitha Parasuraman et al. · Journal of Retailing | 14 Jan 2009 | 3,111 |
| 22 | Metaverse beyond the hype: Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice and policy Yogesh Kumar Dwivedi et al. · International Journal of Information Management | 15 Jul 2022 | 2,732 |
| 23 | The Nature and Determinants of Customer Expectations of Service Valarie A. Zeithaml, Leonard L. Berry, Anitha Parasuraman · Journal of the Academy of Marketing Science | 1993 | 2,669 |
| 24 | From Multi-Channel Retailing to Omni-Channel Retailing Peter C. Verhoef, P.K. Kannan, J. Jeffrey Inman · Journal of Retailing | 6 Apr 2015 | 2,550 |
| 25 | Customer Switching Behavior in Service Industries: An Exploratory Study Susan M. Keaveney · Journal of Marketing | Apr 1995 | 2,436 |
| 26 | eTailQ: dimensionalizing, measuring and predicting etail quality Mary Finley Wolfinbarger, Mary C. Gilly · Journal of Retailing | 2003 | 2,297 |
| 27 | Scientific procedures and rationales for systematic literature reviews (SPAR‐4‐SLR) Justin Paul, Weng Marc Lim, Aron O’Cass et al. · International Journal of Consumer Studies | 15 Apr 2021 | 2,291 |
| 28 | Understanding Relationship Marketing Outcomes Thorsten Hennig‐Thurau, Kevin P. Gwinner, Dwayne D. Gremler · Journal of Service Research | Feb 2002 | 2,290 |
| 29 | Hedonic shopping motivations Mark J. Arnold, Kristy E. Reynolds · Journal of Retailing | 2003 | 2,272 |
| 30 | The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions Julie A Baker, Anitha Parasuraman, Dhruv Grewal et al. · Journal of Marketing | Apr 2002 | 2,260 |
| 31 | Consumer Ethnocentrism: Construction and Validation of the CETSCALE Terence A. Shimp, Subhash Sharma · Journal of Marketing Research | Aug 1987 | 2,244 |
| 32 | Product/Consumption-Based Affective Responses and Postpurchase Processes Robert A. Westbrook · Journal of Marketing Research | Aug 1987 | 2,195 |
| 33 | Return on Marketing: Using Customer Equity to Focus Marketing Strategy Roland T. Rust, Katherine N. Lemon, Valarie A. Zeithaml · Journal of Marketing | 22 Dec 2003 | 2,170 |
| 34 | Customer satisfaction, customer retention, and market share Roland T. Rust, Anthony J. Zahorik · Journal of Retailing | Jun 1993 | 2,167 |
| 35 | Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology. Charla Mathwick, Naresh K. Malhotra, Edward E. Rigdon · Journal of Retailing | Mar 2001 | 2,147 |
| 36 | Customer Satisfaction and Word of Mouth Eugene W. Anderson · Journal of Service Research | Aug 1998 | 2,126 |
| 37 | Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces Joseph W. Alba, John G Lynch, Barton A. Weitz et al. · Journal of Marketing | Jul 1997 | 2,107 |
| 38 | Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration Kristof De Wulf, Gaby Odekerken‐Schröder, Dawn Iacobucci · Journal of Marketing | Oct 2001 | 2,078 |
| 39 | Value-based Adoption of Mobile Internet: An empirical investigation Hee‐Woong Kim, Hock Chuan Chan, Sumeet Gupta · Decision Support Systems | 15 Jul 2005 | 2,074 |
| 40 | Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making Baba Shiv, Alexander Fedorikhin · Journal of Consumer Research | Dec 1999 | 2,063 |
| 41 | Customer perceived value, satisfaction, and loyalty: The role of switching costs Zhilin Yang, Robin T. Peterson · Psychology and Marketing | 24 Aug 2004 | 2,034 |
| 42 | E-satisfaction: an initial examination David M. Szymanski, Richard T. Hise · Journal of Retailing | Jul 2000 | 2,020 |
| 43 | Customer Satisfaction: A Meta-Analysis of the Empirical Evidence David M. Szymanski, David H. Henard · Journal of the Academy of Marketing Science | Dec 2001 | 2,014 |
| 44 | An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions Steven A. Taylor, Thomas L. Baker · Journal of Retailing | Jun 1994 | 2,007 |
| 45 | A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction Ruth N. Bolton · Marketing Science | Feb 1998 | 1,970 |
| 46 | A measure of service quality for retail stores: Scale development and validation Pratibha A. Dabholkar, Dayle I. Thorpe, Joseph O. Rentz · Journal of the Academy of Marketing Science | Dec 1996 | 1,933 |
| 47 | Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn Valarie A. Zeithaml · Journal of the Academy of Marketing Science | 2000 | 1,930 |
| 48 | Atmospheric Effects on Shopping Behavior Louis W. Turley, Ronald E. Milliman · Journal of Business Research | Aug 2000 | 1,913 |
| 49 | The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study Roger H. Hallowell · International Journal of Service Industry Management | Oct 1996 | 1,873 |
| 50 | Consumer Switching Costs: A Typology, Antecedents, and Consequences Thomas A. Burnham, Judy K. Frels, Vijay Mahajan · Journal of the Academy of Marketing Science | Apr 2003 | 1,850 |
Citations are OpenAlex's own counts, from its 2026-09-23 snapshot, so the ranking can differ from Google Scholar or Web of Science. A paper is listed for a field when OpenAlex files it under one of the field's topics; retracted papers and papers whose citation count cannot be traced to citing works are left out, and a preprint and the article it became are shown once. Release dates are OpenAlex's: where a source gave only a month or a year, that is what is shown. How the lists are chosen.