| Relationships among customer orientation, service orientation and job satisfaction in financial services I Gil Saura, G Berenguer Contrí, A Cervera Taulet, B Moliner Velázquez International journal of service industry management 16 (5), 497-525, 2005 | 240 | 2005 |
| Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents BM Velázquez, IG Saura, MER Molina Journal of vacation marketing 17 (1), 65-81, 2011 | 179 | 2011 |
| Measuring the antecedents of e-loyalty and the effect of switching costs on website M Fuentes-Blasco, IG Saura, G Berenguer-Contri, B Moliner-Velazquez The Service Industries Journal 30 (11), 1837-1852, 2010 | 158 | 2010 |
| El efecto de la satisfacción del cliente en la lealtad: aplicación en establecimientos minoristas BM Velázquez, GB Contrí Cuadernos de administración 24 (42), 2011 | 130 | 2011 |
| La importancia de la performance y las expectativas en la formación de la satisfacción del consumidor BM Velázquez, GB Contrí, IG Saura Investigaciones Europeas de Dirección y Economía de la empresa 7 (3), 155-172, 2001 | 128 | 2001 |
| Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing M Fuentes-Blasco, B Moliner-Velázquez, D Servera-Francés, I Gil-Saura Journal of product & brand management 26 (6), 650-666, 2017 | 115 | 2017 |
| La formación de la satisfacción/insatisfacción del consumidor y del comportamiento de queja: aplicación al ámbito de los restaurantes. BM Velázquez Universitat de València, 2004 | 113 | 2004 |
| Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant B Moliner Velazquez, M Fuentes Blasco, I Gil Saura, G Berenguer Contrí Journal of Services Marketing 24 (7), 532-545, 2010 | 107 | 2010 |
| Satisfaction with service recovery: moderating effect of age in word-of-mouth B Moliner-Velázquez, ME Ruiz-Molina, T Fayos-Gardó Journal of Consumer Marketing 32 (6), 470-484, 2015 | 84 | 2015 |
| ICT adoption in hotels and electronic word-of-mouth BM Velázquez, MF Blasco, IG Saura Academia Revista Latinoamericana de Administración 28 (2), 227-250, 2015 | 77 | 2015 |
| The role of information technology in relationships between travel agencies and their suppliers ME Ruiz‐Molina, I Gil‐Saura, B Moliner‐Velázquez Journal of Hospitality and Tourism Technology 1 (2), 144-162, 2010 | 71 | 2010 |
| Does technology make a difference? Evidence from Spanish hotels ME Ruiz-Molina, I Gil-Saura, B Moliner-Velázquez Service Business 5, 1-12, 2011 | 66 | 2011 |
| Good environmental practices for hospitality and tourism: The role of information and communication technologies ME Ruiz‐Molina, I Gil‐Saura, B Moliner‐Velázquez Management of Environmental Quality: An International Journal 21 (4), 464-476, 2010 | 65 | 2010 |
| Antecedents to complaint behaviour in the context of restaurant goers BM Velázquez, GB Contrí, IG Saura, MF Blasco Int. Rev. of Retail, Distribution and Consumer Research 16 (5), 493-517, 2006 | 59 | 2006 |
| Effect of customer heterogeneity on the relationship satisfaction–loyalty M Fuentes-Blasco, B Moliner-Velázquez, I Gil-Saura Revista Española de Investigación de Marketing ESIC 18 (2), 78-92, 2014 | 56 | 2014 |
| La formación de la lealtad y su contribución a la gestión de destinos turísticos B Moliner Velázquez, I Gil Saura, ME Ruiz Molina Cuadernos de Administración 22 (39), 75-98, 2009 | 48 | 2009 |
| Analyzing heterogeneity on the value, satisfaction, word-of-mouth relationship in retailing M Fuentes-Blasco, B Moliner-Velazquez, I Gil-Saura Management Decision 55 (7), 1558-1577, 2017 | 43 | 2017 |
| Value antecedents in relationship between tourism companies B Moliner-Velazquez, M Fuentes-Blasco, I Gil-Saura Journal of Business & Industrial Marketing 29 (3), 215-226, 2014 | 41 | 2014 |
| The role of ICT, eWOM and guest characteristics in loyalty B Moliner-Velázquez, M Fuentes-Blasco, I Gil-Saura Journal of Hospitality and Tourism Technology 10 (2), 153-168, 2019 | 40 | 2019 |
| ¿ Es posible aumentar la satisfacción del cliente después de una queja?: La Paradoja de Recuperación del Servicio en el comercio minorista T Fayos-Gardó, B Moliner-Velázquez, ME Ruiz-Molina Universia Business Review, 54-69, 2015 | 40 | 2015 |
