| “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers B Larivičre, D Bowen, TW Andreassen, W Kunz, NJ Sirianni, C Voss, ... Journal of business research 79, 238-246, 2017 | 952 | 2017 |
| Customer attrition analysis for financial services using proportional hazard models D Van den Poel, B Lariviere European journal of operational research 157 (1), 196-217, 2004 | 597 | 2004 |
| Predicting customer retention and profitability by using random forests and regression forests techniques B Larivičre, D Van den Poel Expert systems with applications 29 (2), 472-484, 2005 | 454 | 2005 |
| Value fusion: The blending of consumer and firm value in the distinct context of mobile technologies and social media B Larivičre, H Joosten, EC Malthouse, M Van Birgelen, P Aksoy, WH Kunz, ... Journal of Service Management 24 (3), 268-293, 2013 | 315 | 2013 |
| A meta-analysis of relationships linking service failure attributions to customer outcomes Y Van Vaerenbergh, C Orsingher, I Vermeir, B Larivičre Journal of Service Research 17 (4), 381-398, 2014 | 301 | 2014 |
| The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions Y Van Vaerenbergh, B Larivičre, I Vermeir Journal of Service Research 15 (3), 262-279, 2012 | 208 | 2012 |
| Investigating the role of product features in preventing customer churn, by using survival analysis and choice modeling: The case of financial services B Larivičre, D Van den Poel Expert Systems with Applications 27 (2), 277-285, 2004 | 183 | 2004 |
| How technical and functional service quality drive consumer happiness: moderating influences of channel usage A De Keyser, B Lariviere Journal of Service Management 25 (1), 30-48, 2014 | 166 | 2014 |
| A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries L Aksoy, A Buoye, P Aksoy, B Larivičre, TL Keiningham Journal of Interactive Marketing 27 (1), 74-82, 2013 | 159 | 2013 |
| The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems B Henkens, K Verleye, B Larivičre International Journal of Research in Marketing 38 (2), 425-447, 2021 | 127 | 2021 |
| Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties and happiness L Aksoy, TL Keiningham, A Buoye, B Lariviere, L Williams, I Wilson Journal of Business Research 68 (12), 2464-2476, 2015 | 126 | 2015 |
| Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage: A cross-industry analysis at the customer and firm levels B Lariviere, TL Keiningham, L Aksoy, A Yalçin, FV Morgeson III, S Mithas Journal of Marketing Research 53 (1), 91-109, 2016 | 123 | 2016 |
| A longitudinal examination of customer commitment and loyalty B Lariviere, T L. Keiningham, B Cooil, L Aksoy, E C. Malthouse Journal of Service Management 25 (1), 75-100, 2014 | 111 | 2014 |
| Linking perceptual and behavioral customer metrics to multiperiod customer profitability: A comprehensive service-profit chain application B Larivičre Journal of Service Research 11 (1), 3-21, 2008 | 109 | 2008 |
| A roadmap for driving customer word-of-mouth TL Keiningham, RT Rust, B Lariviere, L Aksoy, L Williams Journal of Service Management 29 (1), 2-38, 2018 | 99 | 2018 |
| Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet TL Keiningham, B Cooil, EC Malthouse, B Lariviere, A Buoye, L Aksoy, ... Journal of Service Management 26 (1), 2-43, 2015 | 94 | 2015 |
| Service recovery's impact on customers next-in-line YV Vaerenbergh, I Vermeir, B Larivičre Managing Service Quality 23 (6), 495-512, 2013 | 83 | 2013 |
| A neurophysiological exploration of the dynamic nature of emotions during the customer experience N Verhulst, I Vermeir, H Slabbinck, B Lariviere, M Mauri, V Russo Journal of Retailing and Consumer Services 57, 102217, 2020 | 78 | 2020 |
| Investigating the post-complaint period by means of survival analysis B Lariviere, D Van den Poel Expert Systems with Applications 29 (3), 667-677, 2005 | 50 | 2005 |
| The cumulative effect of satisfaction with discrete transactions on share of wallet T L. Keiningham, L Aksoy, E C. Malthouse, B Lariviere, A Buoye Journal of Service Management 25 (3), 310-333, 2014 | 47 | 2014 |
