: Most-Cited Full-Text Articles http://jam.sagepub.com/ Most-cited rankings are recalculated at the beginning of the month and are based on citations to articles on this journal site from articles in other HighWire-hosted journals. 2009-11-05 <![CDATA[Customer Loyalty: Toward an Integrated Conceptual Framework]]> http://jam.sagepub.com/cgi/content/short/22/2/99?rss=1&ssource=mfc Mar 1, 1994; 22:99-113
Article]]> Alan S. Dick, Kunal Basu 1994-03-01 10.1177/0092070394222001 SAGE Publications <![CDATA[Relationship Marketing of Services--Growing Interest, Emerging Perspectives]]> http://jam.sagepub.com/cgi/content/short/23/4/236?rss=1&ssource=mfc Sep 1, 1995; 23:236-245
Article]]> Leonard L. Berry 1995-09-01 10.1177/009207039502300402 SAGE Publications <![CDATA[On the Evaluation of Structural Equation Models]]> http://jam.sagepub.com/cgi/content/short/16/1/74?rss=1&ssource=mfc Jan 1, 1988; 16:74-94
Article]]> Richard P. Bagozzi, Youjae Yi 1988-01-01 10.1177/009207038801600107 SAGE Publications <![CDATA[The Nature and Determinants of Customer Expectations of Service]]> http://jam.sagepub.com/cgi/content/short/21/1/1?rss=1&ssource=mfc Jan 1, 1993; 21:1-12
Article]]> Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman 1993-01-01 10.1177/0092070393211001 SAGE Publications <![CDATA[Relationship Marketing in Consumer Markets: Antecedents and Consequences]]> http://jam.sagepub.com/cgi/content/short/23/4/255?rss=1&ssource=mfc Sep 1, 1995; 23:255-271
Article]]> Jagdish N. Sheth, Atul Parvatlyar 1995-09-01 10.1177/009207039502300405 SAGE Publications <![CDATA[Relational Benefits in Services Industries: The Customer's Perspective]]> http://jam.sagepub.com/cgi/content/short/26/2/101?rss=1&ssource=mfc Apr 1, 1998; 26:101-114
Article]]> Kevin P. Gwinner, Dwayne D. Gremler, Mary Jo Bitner 1998-04-01 10.1177/0092070398262002 SAGE Publications <![CDATA[Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn]]> http://jam.sagepub.com/cgi/content/short/28/1/67?rss=1&ssource=mfc Jan 1, 2000; 28:67-85
Article]]> Valarie A. Zeithaml 2000-01-01 10.1177/0092070300281007 SAGE Publications <![CDATA[Building Service Relationships: It's all about Promises]]> http://jam.sagepub.com/cgi/content/short/23/4/246?rss=1&ssource=mfc Sep 1, 1995; 23:246-251
Article]]> Mary Jo Bitner 1995-09-01 10.1177/009207039502300403 SAGE Publications <![CDATA[Customer Satisfaction: A Meta-Analysis of the Empirical Evidence]]> http://jam.sagepub.com/cgi/content/short/29/1/16?rss=1&ssource=mfc Jan 1, 2001; 29:16-35
Article]]> David M. Szymanski, David H. Henard 2001-01-01 10.1177/009207030102900102 SAGE Publications <![CDATA[Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories]]> http://jam.sagepub.com/cgi/content/short/18/1/1?rss=1&ssource=mfc Jan 1, 1990; 18:1-15
Article]]> Jagdip Singh 1990-01-01 10.1177/009207039001800101 SAGE Publications <![CDATA[Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value]]> http://jam.sagepub.com/cgi/content/short/28/1/95?rss=1&ssource=mfc Jan 1, 2000; 28:95-108
Article]]> Ruth N. Bolton, P. K. Kannan, Matthew D. Bramlett 2000-01-01 10.1177/0092070300281009 SAGE Publications <![CDATA[A Framework for Market-Based Organizational Learning: Linking Values, Knowledge, and Behavior]]> http://jam.sagepub.com/cgi/content/short/25/4/305?rss=1&ssource=mfc Sep 1, 1997; 25:305-318
Article]]> James M. Sinkula, William E. Baker, Thomas Noordewier 1997-09-01 10.1177/0092070397254003 SAGE Publications <![CDATA[An Integrated Model of Buyer-Seller Relationships]]> http://jam.sagepub.com/cgi/content/short/23/4/335?rss=1&ssource=mfc Sep 1, 1995; 23:335-345
Article]]> David T. Wilson 1995-09-01 10.1177/009207039502300414 SAGE Publications <![CDATA[Antecedents to Customer Expectations for Service Recovery]]> http://jam.sagepub.com/cgi/content/short/22/1/52?rss=1&ssource=mfc Jan 1, 1994; 22:52-61
Article]]> Scott W. Kelley, Mark A. Davis 1994-01-01 10.1177/0092070394221005 SAGE Publications <![CDATA[Relationship Marketing and Distribution Channels]]> http://jam.sagepub.com/cgi/content/short/23/4/305?rss=1&ssource=mfc Sep 1, 1995; 23:305-320
Article]]> Barton A. Weitz, Sandy D. Jap 1995-09-01 10.1177/009207039502300411 SAGE Publications <![CDATA[The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda]]> http://jam.sagepub.com/cgi/content/short/28/1/168?rss=1&ssource=mfc Jan 1, 2000; 28:168-174
Article]]> A. Parasuraman, Dhruv Grewal 2000-01-01 10.1177/0092070300281015 SAGE Publications <![CDATA[Technology Infusion in Service Encounters]]> http://jam.sagepub.com/cgi/content/short/28/1/138?rss=1&ssource=mfc Jan 1, 2000; 28:138-149
Article]]> Mary Jo Bitner, Stephen W. Brown, Matthew L. Meuter 2000-01-01 10.1177/0092070300281013 SAGE Publications <![CDATA[The Synergistic Effect of Market Orientation and Learning Orientation on Organizational Performance]]> http://jam.sagepub.com/cgi/content/short/27/4/411?rss=1&ssource=mfc Oct 1, 1999; 27:411-427
Article]]> William E. Baker, James M. Sinkula 1999-10-01 10.1177/0092070399274002 SAGE Publications <![CDATA[Analyzing the Commitment-Loyalty Link in Service Contexts]]> http://jam.sagepub.com/cgi/content/short/27/3/333?rss=1&ssource=mfc Jul 1, 1999; 27:333-348
Article]]> Mark P. Pritchard, Mark E. Havitz, Dennis R. Howard 1999-07-01 10.1177/0092070399273004 SAGE Publications <![CDATA[Consumer Switching Costs: A Typology, Antecedents, and Consequences]]> http://jam.sagepub.com/cgi/content/short/31/2/109?rss=1&ssource=mfc Apr 1, 2003; 31:109-126
Article]]> Thomas A. Burnham, Judy K. Frels, Vijay Mahajan 2003-04-01 10.1177/0092070302250897 SAGE Publications <![CDATA[Exploring the Implications of the Internet for Consumer Marketing]]> http://jam.sagepub.com/cgi/content/short/25/4/329?rss=1&ssource=mfc Sep 1, 1997; 25:329-346
Article]]> Robert A. Peterson, Sridhar Balasubramanian, Bart J. Bronnenberg 1997-09-01 10.1177/0092070397254005 SAGE Publications <![CDATA[The Impact of Services versus Goods on Consumers' Assessment of Perceived Risk and Variability]]> http://jam.sagepub.com/cgi/content/short/18/1/51?rss=1&ssource=mfc Jan 1, 1990; 18:51-65
Article]]> Keith B. Murray, John L. Schlacter 1990-01-01 10.1177/009207039001800105 SAGE Publications <![CDATA[The Role of Emotions in Marketing]]> http://jam.sagepub.com/cgi/content/short/27/2/184?rss=1&ssource=mfc Apr 1, 1999; 27:184-206
Article]]> Richard P. Bagozzi, Mahesh Gopinath, Prashanth U. Nyer 1999-04-01 10.1177/0092070399272005 SAGE Publications <![CDATA[Development of a Taxonomy of Services to Gain Strategic Marketing Insights]]> http://jam.sagepub.com/cgi/content/short/18/1/43?rss=1&ssource=mfc Jan 1, 1990; 18:43-49
Article]]> John Bowen 1990-01-01 10.1177/009207039001800104 SAGE Publications <![CDATA[A Multivariate Analysis of Responses to Dissatisfaction]]> http://jam.sagepub.com/cgi/content/short/15/3/24?rss=1&ssource=mfc Sep 1, 1987; 15:24-31
Article]]> Marsha L. Richins 1987-09-01 10.1177/009207038701500303 SAGE Publications <![CDATA[The Influence of Store Environment on Quality Inferences and Store Image]]> http://jam.sagepub.com/cgi/content/short/22/4/328?rss=1&ssource=mfc Sep 1, 1994; 22:328-339
Article]]> Julie Baker, Dhruv Grewal, A. Parasuraman 1994-09-01 10.1177/0092070394224002 SAGE Publications <![CDATA[Developing Customer Orientation among Service Employees]]> http://jam.sagepub.com/cgi/content/short/20/1/27?rss=1&ssource=mfc Jan 1, 1992; 20:27-36
Article]]> Scott W. Kelley 1992-01-01 10.1177/009207039202000103 SAGE Publications <![CDATA[Perceived Quality of Fifty Selected Journals: Academicians and Practitioners]]> http://jam.sagepub.com/cgi/content/short/13/2/352?rss=1&ssource=mfc Mar 1, 1985; 13:352-361
Article]]> Elaine Hobbs Fry, C. Glenn Walters, Lawrence E. Scheuermann 1985-03-01 10.1177/009207038501300212 SAGE Publications <![CDATA[The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multiservice Provider: Does Age of Relationship Matter?]]> http://jam.sagepub.com/cgi/content/short/30/3/202?rss=1&ssource=mfc Jul 1, 2002; 30:202-216
Article]]> Peter C. Verhoef, Philip Hans Franses, Janny C. Hoekstra 2002-07-01 10.1177/0092070302303002 SAGE Publications <![CDATA[Cultivating Service Brand Equity]]> http://jam.sagepub.com/cgi/content/short/28/1/128?rss=1&ssource=mfc Jan 1, 2000; 28:128-137
Article]]> Leonard L. Berry 2000-01-01 10.1177/0092070300281012 SAGE Publications <![CDATA[Measuring Consumer Innovativeness]]> http://jam.sagepub.com/cgi/content/short/19/3/209?rss=1&ssource=mfc Jun 1, 1991; 19:209-221
Article]]> Ronald E. Goldsmith, Charles F. Hofacker 1991-06-01 10.1177/009207039101900306 SAGE Publications <![CDATA[Marketing Journal Hierarchies: Faculty Perceptions, 1986-87]]> http://jam.sagepub.com/cgi/content/short/15/1/74?rss=1&ssource=mfc Mar 1, 1987; 15:74-78
Article]]> Robert H. Luke, E. Reed Doke 1987-03-01 10.1177/009207038701500110 SAGE Publications <![CDATA[The Importance of Value Structures in the Perception of Rewards by Industrial Salespersons]]> http://jam.sagepub.com/cgi/content/short/15/1/1?rss=1&ssource=mfc Mar 1, 1987; 15:1-10
Article]]> Yao Apasu 1987-03-01 10.1177/009207038701500101 SAGE Publications <![CDATA[When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates]]> http://jam.sagepub.com/cgi/content/short/24/4/350?rss=1&ssource=mfc Sep 1, 1996; 24:350-365
Article]]> Jagdip Singh, Robert E. Wilkes 1996-09-01 10.1177/0092070396244006 SAGE Publications <![CDATA[Reflections on Relationship Marketing in Consumer Markets]]> http://jam.sagepub.com/cgi/content/short/23/4/272?rss=1&ssource=mfc Sep 1, 1995; 23:272-277
Article]]> Richard P. Bagozzi 1995-09-01 10.1177/009207039502300406 SAGE Publications <![CDATA[A Desires Congruency Model of Consumer Satisfaction]]> http://jam.sagepub.com/cgi/content/short/21/3/169?rss=1&ssource=mfc Jun 1, 1993; 21:169-177
Article]]> Richard A. Spreng, Richard W. Olshavsky 1993-06-01 10.1177/0092070393213001 SAGE Publications <![CDATA[The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research]]> http://jam.sagepub.com/cgi/content/short/32/3/271?rss=1&ssource=mfc Jul 1, 2004; 32:271-292
Article]]> Ruth N. Bolton, Katherine N. Lemon, Peter C. Verhoef 2004-07-01 10.1177/0092070304263341 SAGE Publications <![CDATA[The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments]]> http://jam.sagepub.com/cgi/content/short/30/1/5?rss=1&ssource=mfc Jan 1, 2002; 30:5-23
Article]]> Amy K. Smith, Ruth N. Bolton 2002-01-01 10.1177/03079450094298 SAGE Publications <![CDATA[Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge]]> http://jam.sagepub.com/cgi/content/short/30/4/362?rss=1&ssource=mfc Oct 1, 2002; 30:362-375
Article]]> Valarie A. Zeithaml, A. Parasuraman, Arvind Malhotra 2002-10-01 10.1177/009207002236911 SAGE Publications <![CDATA[An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors]]> http://jam.sagepub.com/cgi/content/short/30/3/184?rss=1&ssource=mfc Jul 1, 2002; 30:184-201
Article]]> Pratibha A. Dabholkar, Richard P. Bagozzi 2002-07-01 10.1177/0092070302303001 SAGE Publications <![CDATA[Measuring Customer Satisfaction: Fact and Artifact]]> http://jam.sagepub.com/cgi/content/short/20/1/61?rss=1&ssource=mfc Jan 1, 1992; 20:61-71
Article]]> Robert A. Peterson, William R. Wilson 1992-01-01 10.1177/009207039202000106 SAGE Publications <![CDATA[Market-Driven Versus Driving Markets]]> http://jam.sagepub.com/cgi/content/short/28/1/45?rss=1&ssource=mfc Jan 1, 2000; 28:45-54
Article]]> Bernard Jaworski, Ajay K. Kohli, Arvind Sahay 2000-01-01 10.1177/0092070300281005 SAGE Publications <![CDATA[Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments]]> http://jam.sagepub.com/cgi/content/short/28/1/150?rss=1&ssource=mfc Jan 1, 2000; 28:150-167
Article]]> Jagdip Singh, Deepak Sirdeshmukh 2000-01-01 10.1177/0092070300281014 SAGE Publications <![CDATA[An Empirical Investigation of a General Theory of Marketing Ethics]]> http://jam.sagepub.com/cgi/content/short/18/2/163?rss=1&ssource=mfc Mar 1, 1990; 18:163-171
Article]]> Michael A. Mayo, Lawrence J. Marks 1990-03-01 10.1177/009207039001800207 SAGE Publications <![CDATA[Marketing's Contribution to the Strategy Dialogue]]> http://jam.sagepub.com/cgi/content/short/20/4/323?rss=1&ssource=mfc Sep 1, 1992; 20:323-329
Article]]> George S. Day 1992-09-01 10.1177/0092070392204006 SAGE Publications <![CDATA[Identity, Intended Image, Construed Image, and Reputation: An Interdisciplinary Framework and Suggested Terminology]]> http://jam.sagepub.com/cgi/content/short/34/2/99?rss=1&ssource=mfc Apr 1, 2006; 34:99-106
Article]]> Tom J. Brown, Peter A. Dacin, Michael G. Pratt, David A. Whetten 2006-04-01 10.1177/0092070305284969 SAGE Publications <![CDATA[The Antecedents and Consequences of Customer-Centric Marketing]]> http://jam.sagepub.com/cgi/content/short/28/1/55?rss=1&ssource=mfc Jan 1, 2000; 28:55-66
Article]]> Jagdish N. Sheth, Rajendra S. Sisodia, Arun Sharma 2000-01-01 10.1177/0092070300281006 SAGE Publications <![CDATA[A Path-Analytic Study of a Model of Salesperson Performance]]> http://jam.sagepub.com/cgi/content/short/14/1/36?rss=1&ssource=mfc Mar 1, 1986; 14:36-46
Article]]> Alan J. Dubinsky, Steven W. Hartley 1986-03-01 10.1177/009207038601400106 SAGE Publications <![CDATA[A Path Analytic Model of Store Loyalty Involving Self-Concept, Store Image, Geographic Loyalty, and Socioeconomic Status]]> http://jam.sagepub.com/cgi/content/short/13/3/265?rss=1&ssource=mfc Jun 1, 1985; 13:265-291
Article]]> M. Joseph Sirgy, A. Coskun Samli 1985-06-01 10.1177/009207038501300319 SAGE Publications <![CDATA[The Sales Manager as a Role Model: Effects on Trust, Job Satisfaction, and Performance of Salespeople]]> http://jam.sagepub.com/cgi/content/short/25/4/319?rss=1&ssource=mfc Sep 1, 1997; 25:319-328
Article]]> Gregory A. Rich 1997-09-01 10.1177/0092070397254004 SAGE Publications