| Customer evaluations of service complaint experiences: implications for relationship marketing SS Tax, SW Brown, M Chandrashekaran Journal of marketing 62 (2), 60-76, 1998 | 4373 | 1998 |
| The effects of distributive, procedural, and interactional justice on postcomplaint behavior JG Blodgett, DJ Hill, SS Tax Journal of retailing 73 (2), 185-210, 1997 | 2369 | 1997 |
| Recovering and learning from service failure SS Tax, SW Brown Sloan management review 40 (1), 75-88, 1998 | 1487 | 1998 |
| Satisfaction strength and customer loyalty M Chandrashekaran, K Rotte, SS Tax, R Grewal Journal of marketing research 44 (1), 153-163, 2007 | 636 | 2007 |
| The service delivery network (SDN) a customer-centric perspective of the customer journey SS Tax, D McCutcheon, IF Wilkinson Journal of Service Research 16 (4), 454-470, 2013 | 472 | 2013 |
| service design, and (d) presenting and discussing a planning SS Tax, I Stuart Operations Management: Critical Perspectives on Business and Management 3 (1 …, 2003 | 383* | 2003 |
| Designing and implementing new services: The challenges of integrating service systems SS Tax, I Stuart Journal of Retailing 73 (1), 105-134, 1997 | 383 | 1997 |
| Toward an integrative approach to designing service experiences: lessons learned from the theatre FI Stuart, S Tax Journal of operations Management 22 (6), 609-627, 2004 | 259 | 2004 |
| Growing existing customers’ revenue streams through customer referral programs I Garnefeld, A Eggert, SV Helm, SS Tax Journal of Marketing 77 (4), 17-32, 2013 | 236 | 2013 |
| Service recovery SS Tax, SW Brown Handbook of services marketing and management, 271-85, 2000 | 228 | 2000 |
| Measuring word of mouth: the questions of who and when? T Christiansen, SS Tax Journal of marketing communications 6 (3), 185-199, 2000 | 193 | 2000 |
| Planning for service quality: an integrative approach FI Stuart, SS Tax International Journal of Service Industry Management, 1996 | 193 | 1996 |
| Word-of-mouth in consumer decision-making: An agenda for research SS Tax, M Chandrashekaran, T Christiansen Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 6 …, 1993 | 127 | 1993 |
| The effects of distributive and interactional justice on complainants’ repatronage intentions and negative word-of-mouth intentions JG Blodgett, SS Tax Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 6 …, 1993 | 112 | 1993 |
| How to prevent your customers from failing SS Tax, M Colgate, DE Bowen MIT Sloan Management Review 47 (3), 30, 2006 | 103 | 2006 |
| Consumer decision making following a failed service encounter: a pilot study SS Tax, M Chandrashekaran Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 5 …, 1992 | 97 | 1992 |
| Examining the salesforce culture: managerial applications and research propositions DW Jackson Jr, SS Tax, JW Barnes Journal of Personal Selling & Sales Management 14 (4), 1-14, 1994 | 69 | 1994 |
| The role of perceived justice in compliant resolutions: Implications for services and relationship marketing SS Tax Arizona State University, 1993 | 61 | 1993 |
| Forgiven but not forgotten: Covert uncertainty in overt responses and the paradox of defection‐despite‐trust K Rotte, M Chandrashekaran, SS Tax, R Grewal Journal of Consumer Psychology 16 (3), 283-294, 2006 | 41 | 2006 |
| Kundenbeschwerden: Was Fairness bringt SS Tax, SW Brown Harvard Business Manager 22, 94-107, 2000 | 29 | 2000 |
