Most cited papers in Customer Service Quality and Loyalty
What are the most cited papers in Customer Service Quality and Loyalty?
The most cited paper in Customer Service Quality and Loyalty is "User Acceptance of Information Technology: Toward A Unified View1" (Viswanath Venkatesh, Michael G. Morris, Gordon B. Davis et al., 2003), with 44,647 citations. Next come "Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models" (33,880) and "When to use and how to report the results of PLS-SEM" (26,512).
Showing 50 of 90 papers. Every paper with more than 3,264 citations is listed.
| # | Paper | ||
|---|---|---|---|
| 1 | User Acceptance of Information Technology: Toward A Unified View1 Viswanath Venkatesh, Michael G. Morris, Gordon B. Davis et al. · MIS Quarterly | Sep 2003 | 44,647 |
| 2 | Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models Kristopher J. Preacher, Andrew F. Hayes · Behavior Research Methods | Aug 2008 | 33,880 |
| 3 | When to use and how to report the results of PLS-SEM Joseph F. Hair, Jeffrey J. Risher, Marko Sarstedt et al. · European Business Review | 19 Dec 2018 | 26,512 |
| 4 | A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies Viswanath Venkatesh, Fred D. Davis · Management Science | Feb 2000 | 23,006 |
| 5 | PLS-SEM: Indeed a Silver Bullet Joe F. Hair, Christian M. Ringle, Marko Sarstedt · The Journal of Marketing Theory and Practice | 15 Mar 2011 | 21,465 |
| 6 | 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 |
| 7 | The Commitment-Trust Theory of Relationship Marketing Robert M. Morgan, Shelby D. Hunt · Journal of Marketing | Jul 1994 | 17,404 |
| 8 | A Conceptual Model of Service Quality and Its Implications for Future Research Anitha Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing | 1985 | 17,152 |
| 9 | Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance Gordon W. Cheung, Roger B. Rensvold · Structural Equation Modeling A Multidisciplinary Journal | Apr 2002 | 16,242 |
| 10 | Evolving to a New Dominant Logic for Marketing Stephen Louis Vargo, Robert F. Lusch · Journal of Marketing | 22 Dec 2003 | 14,646 |
| 11 | A Paradigm for Developing Better Measures of Marketing Constructs Gilbert A. Churchill · Journal of Marketing Research | Feb 1979 | 12,726 |
| 12 | Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis Xinshu Zhao, John G Lynch, Qimei Chen · Journal of Consumer Research | 15 Feb 2010 | 12,379 |
| 13 | The measurement and antecedents of affective, continuance and normative commitment to the organization Natalie J. Allen, John P. Meyer · Journal of Occupational Psychology | Mar 1990 | 11,671 |
| 14 | Partial least squares structural equation modeling (PLS-SEM) Joe F. Hair, Marko Sarstedt, Lucas Hopkins et al. · European Business Review | 26 Feb 2014 | 11,270 |
| 15 | Conceptualizing, Measuring, and Managing Customer-Based Brand Equity Kevin Lane Keller · Journal of Marketing | 1993 | 10,504 |
| 16 | A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions Richard L. Oliver · Journal of Marketing Research | Nov 1980 | 9,952 |
| 17 | Measuring Service Quality: A Reexamination and Extension J. Joseph Cronin, Steven A. Taylor · Journal of Marketing | Jul 1992 | 8,966 |
| 18 | Motivation through the design of work: test of a theory J. Richard Hackman, Greg R. Oldham · Organizational Behavior and Human Performance | Aug 1976 | 8,932 |
| 19 | Understanding Information Systems Continuance: An Expectation-Confirmation Model1 Anol Bhattacherjee · MIS Quarterly | Sep 2001 | 8,659 |
| 20 | The Behavioral Consequences of Service Quality Valarie A. Zeithaml, Leonard L. Berry, Anitha Parasuraman · Journal of Marketing | Apr 1996 | 8,653 |
| 21 | Trust and TAM in Online Shopping: An Integrated Model1 David Gefen, Elena Karahanna, Straub · MIS Quarterly | Mar 2003 | 8,576 |
| 22 | Technology Acceptance Model 3 and a Research Agenda on Interventions Viswanath Venkatesh, Hillol Bala · Decision Sciences | May 2008 | 8,124 |
| 23 | An assessment of the use of partial least squares structural equation modeling in marketing research Joe F. Hair, Marko Sarstedt, Christian M. Ringle et al. · Journal of the Academy of Marketing Science | 6 Jun 2011 | 8,056 |
| 24 | Developing Buyer-Seller Relationships F. Robert Dwyer, Paul H. Schurr, Sejo Oh · Journal of Marketing | Apr 1987 | 7,752 |
| 25 | Service-dominant logic: continuing the evolution Stephen Louis Vargo, Robert F. Lusch · Journal of the Academy of Marketing Science | Aug 2007 | 7,545 |
| 26 | Market Orientation: The Construct, Research Propositions, and Managerial Implications Ajay K. Kohli, Bernard J. Jaworski · Journal of Marketing | Apr 1990 | 7,354 |
| 27 | Market Orientation: Antecedents and Consequences Bernard J. Jaworski, Ajay K. Kohli · Journal of Marketing | Jul 1993 | 7,074 |
| 28 | Use of partial least squares (PLS) in strategic management research: a review of four recent studies John S. Hulland · Strategic Management Journal | Feb 1999 | 7,060 |
| 29 | Whence Consumer Loyalty? Richard L. Oliver · Journal of Marketing | 1999 | 6,985 |
| 30 | Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences John P. Meyer, David John Stanley, Lynne Herscovitch et al. · Journal of Vocational Behavior | Aug 2002 | 6,887 |
| 31 | AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS. Daniel J. McAllister · Academy of Management Journal | Feb 1995 | 6,859 |
| 32 | Customer Loyalty: Toward an Integrated Conceptual Framework Anthony Steven Dick, Kunal Basu · Journal of the Academy of Marketing Science | Mar 1994 | 6,637 |
| 33 | The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty Arjun Chaudhuri, Morris B. Holbrook · Journal of Marketing | Apr 2001 | 6,627 |
| 34 | Consumer perceived value: The development of a multiple item scale Jill Sweeney, Geoffrey N. Soutar · Journal of Retailing | Jun 2001 | 6,576 |
| 35 | Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments J. Joseph Cronin, Michael K. Brady, G. Tomas M. Hult · Journal of Retailing | Jun 2000 | 6,406 |
| 36 | An Examination of the Nature of Trust in Buyer-Seller Relationships Patricia M. Doney, Joseph P. Cannon · Journal of Marketing | Apr 1997 | 6,166 |
| 37 | Task-Technology Fit and Individual Performance Dale L. Goodhue, Ronald L. Thompson · MIS Quarterly | Jun 1995 | 5,948 |
| 38 | Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Thorsten Hennig‐Thurau, Kevin P. Gwinner, Gianfranco Walsh et al. · Journal of Interactive Marketing | Feb 2004 | 5,917 |
| 39 | Determinants of Long-Term Orientation in Buyer-Seller Relationships Shankar Ganesan · Journal of Marketing | Apr 1994 | 5,869 |
| 40 | A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research Cheryl Burke Jarvis, SCOTT B. MACKENZIE, Philip M. Podsakoff · Journal of Consumer Research | Sep 2003 | 5,774 |
| 41 | Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors Philip M. Podsakoff, SCOTT B. MACKENZIE, Robert H. Moorman et al. · The Leadership Quarterly | Jun 1990 | 5,655 |
| 42 | SOCIAL CAPITAL AND VALUE CREATION: THE ROLE OF INTRAFIRM NETWORKS. W.C. Tsai, Sumantra Ghoshal · Academy of Management Journal | Aug 1998 | 5,652 |
| 43 | Understanding Customer Experience Throughout the Customer Journey Katherine N. Lemon, Peter C. Verhoef · Journal of Marketing | 16 Jun 2016 | 5,587 |
| 44 | Antecedents and consequences of employee engagement Alan M. Saks, Jamie A. Gruman · Journal of Managerial Psychology | Oct 2006 | 5,530 |
| 45 | A Model of Distributor Firm and Manufacturer Firm Working Partnerships James C. Anderson, James A. Narus · Journal of Marketing | 1990 | 5,408 |
| 46 | Servicescapes: The Impact of Physical Surroundings on Customers and Employees Mary Jo Bitner · Journal of Marketing | Apr 1992 | 5,204 |
| 47 | 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 |
| 48 | User acceptance of information technology: system characteristics, user perceptions and behavioral impacts Fred D. Davis · International Journal of Man-Machine Studies | Mar 1993 | 4,768 |
| 49 | Customer value: The next source for competitive advantage Robert B. Woodruff · Journal of the Academy of Marketing Science | Mar 1997 | 4,663 |
| 50 | The Antecedents and Consequences of Customer Satisfaction for Firms Eugene W. Anderson, Mary W. Sullivan · Marketing Science | May 1993 | 4,639 |
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.