| Relationship marketing: bringing quality customer service and marketing together M Christopher, A Payne, D Ballantyne | 4537* | 1991 |
| Online customer experience in e-retailing: an empirical model of antecedents and outcomes S Rose, M Clark, P Samouel, N Hair Journal of retailing 88 (2), 308-322, 2012 | 1772 | 2012 |
| Customer experience quality: an exploration in business and consumer contexts using repertory grid technique F Lemke, M Clark, H Wilson Journal of the academy of marketing science 39, 846-869, 2011 | 1573 | 2011 |
| Online customer experience: A review of the business‐to‐consumer online purchase context S Rose, N Hair, M Clark International Journal of Management Reviews 13 (1), 24-39, 2011 | 831 | 2011 |
| Relationship marketing for competitive advantage: winning and keeping customers A Payne (No Title), 1998 | 728 | 1998 |
| Relationship marketing H Peck, M Christopher, M Clark, A Payne Routledge, 2013 | 561 | 2013 |
| Virtual reality through the customer journey: Framework and propositions LD Hollebeek, MK Clark, TW Andreassen, V Sigurdsson, D Smith Journal of Retailing and Consumer Services 55, 102056, 2020 | 195 | 2020 |
| Fifteen years of customer engagement research: a bibliometric and network analysis LD Hollebeek, TG Sharma, R Pandey, P Sanyal, MK Clark Journal of Product & Brand Management 31 (2), 293-309, 2022 | 179 | 2022 |
| Segmentation and customer insight in contemporary services marketing practice: why grouping customers is no longer enough C Bailey, PR Baines, H Wilson, M Clark Journal of Marketing Management 25 (3-4), 227-252, 2009 | 177 | 2009 |
| Customer service 140 characters at a time: The users' perspective AI Canhoto, M Clark Journal of marketing Management 29 (5-6), 522-544, 2013 | 162 | 2013 |
| Exploring customer engagement in the product vs. service context M Behnam, LD Hollebeek, MK Clark, R Farabi Journal of Retailing and Consumer Services 60, 102456, 2021 | 137 | 2021 |
| The relationship between employees' perceptions of organizational climate and customer retention rates in a major UK retail bank M Clark Journal of Strategic Marketing 10 (2), 93-113, 2002 | 134 | 2002 |
| Modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank M Clark Management Decision 35 (4), 293-301, 1997 | 129 | 1997 |
| Customer brand engagement during service lockdown LD Hollebeek, DLG Smith, E Kasabov, W Hammedi, A Warlow, MK Clark Journal of Services Marketing 35 (2), 201-209, 2020 | 109 | 2020 |
| Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm MK Clark, CR Lages, LD Hollebeek Journal of Business Research 121, 549-556, 2020 | 99 | 2020 |
| Emerging segmentation practices in the age of the social customer AI Canhoto, M Clark, P Fennemore Journal of Strategic Marketing 21 (5), 413-428, 2013 | 94 | 2013 |
| The ethical dilemmas and challenges of ethnographic research in electronic communities N Hair, M Clark International Journal of Market Research 49 (6), 1-13, 2007 | 92 | 2007 |
| Toward a classification system of relational activity in consumer electronic communities: the moderators’ tale N Hair, M Clark, M Shapiro Journal of Relationship Marketing 9 (1), 54-65, 2010 | 83 | 2010 |
| Achieving long-term customer loyalty: A strategic approach M Clark Centre for Services Management, Cranfield School of Management, 1994 | 76 | 1994 |
| Telling a different story: How nonprofit organizations reveal strategic purpose through storytelling SL Mitchell, M Clark Psychology & Marketing 38 (1), 142-158, 2021 | 62 | 2021 |
