Relationship Level and Customer Response to Service Recovery

The Commitment-Trust Theory of Relationship Marketing

Robert M. Morgan, Shelby D. Hunt · Journal of Marketing · 1994 · 17.4K citations

Business, Marketing, Marketing Management +10

The Psychology of Interpersonal Relations.

Theodore M. Newcomb, Fritz Heider · American Sociological Review · 1958 · 12K citations

Social Sciences, Psychology, Social Psychology +14

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Mary Jo Bitner · Journal of Marketing · 1990 · 4.3K citations

Business, Marketing, Marketing Management +17

The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships

Ellen Garbarino, Mark S. Johnson · Journal of Marketing · 1999 · 4.1K citations

Business, Marketing, Marketing Management +16

Relationship Marketing of Services--Growing Interest, Emerging Perspectives

Leonard L. Berry · Journal of the Academy of Marketing Science · 1995 · 3.1K citations

Business, Marketing, Marketing Management +14