| Self-service technologies: understanding customer satisfaction with technology-based service encounters ML Meuter, AL Ostrom, RI Roundtree, MJ Bitner Journal of marketing 64 (3), 50-64, 2000 | 4811 | 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 | 2412 | 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 | 2403 | 2005 |
| Service blueprinting: a practical technique for service innovation MJ Bitner, AL Ostrom, FN Morgan California management review 50 (3), 66-94, 2008 | 2189 | 2008 |
| Service research priorities in a rapidly changing context AL Ostrom, A Parasuraman, DE Bowen, L Patrício, CA Voss Journal of service research 18 (2), 127-159, 2015 | 2076 | 2015 |
| The influence of technology anxiety on consumer use and experiences with self-service technologies ML Meuter, AL Ostrom, MJ Bitner, R Roundtree Journal of business research 56 (11), 899-906, 2003 | 1690 | 2003 |
| Consumer trade-offs and the evaluation of services A Ostrom, D Lacobucci Journal of marketing 59 (1), 17-28, 1995 | 1520 | 1995 |
| Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences J Van Doorn, M Mende, SM Noble, J Hulland, AL Ostrom, D Grewal, ... Journal of service research 20 (1), 43-58, 2017 | 1373 | 2017 |
| Client co-production in knowledge-intensive business services LA Bettencourt, AL Ostrom, SW Brown, RI Roundtree California management review 44 (4), 100-128, 2002 | 1296 | 2002 |
| Transformative service research: an agenda for the future L Anderson, AL Ostrom, C Corus, RP Fisk, AS Gallan, M Giraldo, ... Journal of Business Research 66 (8), 1203-1210, 2013 | 1178 | 2013 |
| Complaining to the masses: The role of protest framing in customer-created complaint web sites JC Ward, AL Ostrom Journal of consumer Research 33 (2), 220-230, 2006 | 898 | 2006 |
| Distinguishing service quality and customer satisfaction: the voice of the consumer D Iacobucci, A Ostrom, K Grayson Journal of consumer psychology 4 (3), 277-303, 1995 | 837 | 1995 |
| Implementing successful self-service technologies MJ Bitner, AL Ostrom, ML Meuter Academy of management perspectives 16 (4), 96-108, 2002 | 825 | 2002 |
| The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration D Iacobucci, KA Grayson, A Ostrom Advances in services marketing and management 3 (C), 1-67, 1994 | 648 | 1994 |
| Transformative service research: advancing our knowledge about service and well-being L Anderson, AL Ostrom Journal of service research 18 (3), 243-249, 2015 | 588 | 2015 |
| Frontline employee motivation to participate in service innovation implementation S Cadwallader, CB Jarvis, MJ Bitner, AL Ostrom Journal of the Academy of Marketing Science 38, 219-239, 2010 | 519 | 2010 |
| Commercial and interpersonal relationships; using the structure of interpersonal relationships to understand individual-to-individual, individual-to-firm, and firm-to-firm … D Iacobucci, A Ostrom International Journal of research in Marketing 13 (1), 53-72, 1996 | 493 | 1996 |
| Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters D Iacobucci, A Ostrom Journal of consumer psychology 2 (3), 257-286, 1993 | 475 | 1993 |
| “Futurizing” smart service: implications for service researchers and managers NV Wünderlich, K Heinonen, AL Ostrom, L Patricio, R Sousa, C Voss, ... Journal of Services Marketing 29 (6/7), 442-447, 2015 | 466 | 2015 |
| A cup of coffee with a dash of love: An investigation of commercial social support and third-place attachment MS Rosenbaum, J Ward, BA Walker, AL Ostrom Journal of Service research 10 (1), 43-59, 2007 | 415 | 2007 |
Mark S. RosenbaumThe CitadelAdresse e-mail validée de citadel.edu
