Leaderboards/Customer Service Quality and Loyalty

Customer Service Quality and Loyalty

Last updated July 7, 2026

Rising Stars

New and hot

Rising Stars Researchers

1
Noora Shrestha
Tribhuvan University
2
Shadma Shahid
Ted Rogers Centre for Heart Research
3
Hyunsu Kim
California State University, Fullerton
4
Shengqi Chen
University of Macau
5
A.M Sulemana
Saint Vincent College
6
Godfrey Rwanyarare
University of Kigali
7
Yassine Jadil
University of Hassan II Casablanca
8
Xiayuan Gao
Xi'an Jiaotong University
9
Asiimwe Catherine
Uganda Wildlife Authority
10
Elizabeth H. Manser Payne
University of South Dakota

Rising Stars Papers

1
Artificial Intelligence in Hospitality and Tourism: Insights From Industry Practices, Research Literature, and Expert Opinions
Journal of Hospitality & Tourism Research|2024
115 cit.
2
Psychological ownership research in business: A bibliometric overview and future research directions
Journal of Business Research|2024
34 cit.
3
Customer touchpoints: Conceptualization, index development, and validation
Tourism Management|2024
22 cit.
4
Brand love and customer brand engagement for masstige: a cross-cultural perspective
Journal of Product & Brand Management|2025
21 cit.
5
The search for AI value: The role of complexity in human-AI engagement in the financial industry
Computers in Human Behavior Artificial Humans|2024
17 cit.
6
What drives metaverse retail environments (non)usage? A behavioral reasoning theory perspective
Technological Forecasting and Social Change|2024
15 cit.
7
Artificial intelligence in the kitchen: can humans be replaced in recipe creation and food production?
International Journal of Contemporary Hospitality Management|2025
14 cit.
8
Artificial Intelligence (AI) in Human Resource Management (HRM): A driver of organizational dehumanization and negative employee reactions
International Journal of Hospitality Management|2025
13 cit.
9
A comparison of cross-sectional and longitudinal data in scale validation: the case of destination brand experience
Journal of Hospitality Marketing & Management|2025
4 cit.
10
Enhancing the Authenticity of Artificial Intelligence (AI)-Designed Souvenirs
Journal of Hospitality & Tourism Research|2025
3 cit.

Emerging Leaders

Gaining momentum

Emerging Leaders Researchers

1
Kai Oliver Thiele
Universität Hamburg
2
Nicholas Rockwood
RTI Health Solutions
3
Pantea Foroudi
Brunel University of London
4
Chuanlan Liu
Louisiana State University
5
Almira Farisa
Iscte – Instituto Universitário de Lisboa
6
Xiaojun Zhang
Hong Kong University of Science and Technology
7
Matt C. Howard
University of South Alabama
8
Amitabh Anand
Corvinus University of Budapest
9
Gomaa Agag
Oxford BioMedica (United Kingdom)
10
Severina Cartwright
University of Liverpool

Emerging Leaders Papers

1
Improving PLS-SEM use for business marketing research
Industrial Marketing Management|2023
688 cit.
2
The role of trust and privacy concerns in using social media for e-retail services: The moderating role of COVID-19
Journal of Retailing and Consumer Services|2022
171 cit.
3
Can Harman’s single-factor test reliably distinguish between research designs? Not in published management studies
European Journal of Work and Organizational Psychology|2024
125 cit.
4
Drowning in silence: a scale development and validation of quiet quitting and quiet firing
International journal of organizational analysis|2023
123 cit.
5
A systematic literature review of exploratory factor analyses in management
Journal of Business Research|2023
120 cit.
6
Competitive advantage: A longitudinal analysis of the roles of data-driven innovation capabilities, marketing agility, and market turbulence
Journal of Retailing and Consumer Services|2023
105 cit.
7
Understanding the relationship between marketing analytics, customer agility, and customer satisfaction: A longitudinal perspective.
Journal of Retailing and Consumer Services|2023
99 cit.
8
Service failure research in the hospitality and tourism industry: a synopsis of past, present and future dynamics from 2001 to 2020
International Journal of Contemporary Hospitality Management|2022
95 cit.
9
Boosting Innovation Performance through Big Data Analytics Powered by Artificial Intelligence Use: An Empirical Exploration of the Role of Strategic Agility and Market Turbulence
Sustainability|2023
67 cit.
10
Consumer Perceptions of Sustainable Development Goals: Conceptualization, Measurement and Contingent Effects
British Journal of Management|2022
65 cit.

Current Senior Leaders

Established & currently active

Current Senior Leaders Researchers

1
Christian M. Ringle
Universität Hamburg
2
Leonard L. Berry
Agricultural Marketing Service
3
Marko Sarstedt
Babeș-Bolyai University
4
Andrew F. Hayes
University of Calgary
5
Valarie A. Zeithaml
University of North Carolina at Chapel Hill
6
Robert F. Lusch
University of Arizona
7
A. Parasuraman
Texas A&M University
8
Fred D. Davis
Texas Tech University
9
John P. Meyer
Western University
10
G. Tomas M. Hult
Michigan State University

Current Senior Leaders Papers

1
Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology
MIS Quarterly|1989
64.5k cit.
2
A new criterion for assessing discriminant validity in variance-based structural equation modeling
Journal of the Academy of Marketing Science|2014
33.7k cit.
3
Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models
Behavior Research Methods|2008
32.7k cit.
4
User Acceptance of Computer Technology: A Comparison of Two Theoretical Models
Management Science|1989
25.4k cit.
5
When to use and how to report the results of PLS-SEM
European Business Review|2018
24.2k cit.
6
A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies
Management Science|2000
22.3k cit.
7
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Zenodo (CERN European Organization for Nuclear Research)|1988
21.2k cit.
8
PLS-SEM: Indeed a Silver Bullet
The Journal of Marketing Theory and Practice|2011
20.9k cit.
9
SPSS and SAS procedures for estimating indirect effects in simple mediation models
Behavior Research Methods, Instruments, & Computers|2004
17.2k cit.
10
A Conceptual Model of Service Quality and Its Implications for Future Research
Journal of Marketing|1985
17.2k cit.

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