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OpenAlex Citation Counts

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OpenAlex is a bibliographic catalogue of scientific papers, authors and institutions accessible in open access mode, named after the Library of Alexandria. It's citation coverage is excellent and I hope you will find utility in this listing of citing articles!

If you click the article title, you'll navigate to the article, as listed in CrossRef. If you click the Open Access links, you'll navigate to the "best Open Access location". Clicking the citation count will open this listing for that article. Lastly at the bottom of the page, you'll find basic pagination options.

Requested Article:

On the Role of Empathy in Customer-Employee Interactions
Jan Wieseke, Anja Geigenmüller, Florian Kraus
Journal of Service Research (2012) Vol. 15, Iss. 3, pp. 316-331
Open Access | Times Cited: 311

Showing 1-25 of 311 citing articles:

Customer experience challenges: bringing together digital, physical and social realms
Ruth N. Bolton, Janet R. McColl‐Kennedy, Lilliemay Cheung, et al.
Journal of service management (2018) Vol. 29, Iss. 5, pp. 776-808
Open Access | Times Cited: 661
What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry
Corina Pelău, Dan‐Cristian Dabija, Irina Ene
Computers in Human Behavior (2021) Vol. 122, pp. 106855-106855
Closed Access | Times Cited: 481
Service robot implementation: a theoretical framework and research agenda
Daniel Belanche, Luis V. Casaló, Carlos Flavián, et al.
Service Industries Journal (2019) Vol. 40, Iss. 3-4, pp. 203-225
Open Access | Times Cited: 465
How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy
Oriol Iglesias, Stefan Marković, Josep Rialp Criado
Journal of Business Research (2018) Vol. 96, pp. 343-354
Open Access | Times Cited: 359
Live streaming commerce from the sellers’ perspective: implications for online relationship marketing
Apiradee Wongkitrungrueng, Nassim Dehouche, Nuttapol Assarut
Journal of Marketing Management (2020) Vol. 36, Iss. 5-6, pp. 488-518
Closed Access | Times Cited: 330
A Service Climate Synthesis and Future Research Agenda
David E. Bowen, Benjamin Schneider
Journal of Service Research (2013) Vol. 17, Iss. 1, pp. 5-22
Closed Access | Times Cited: 287
How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality
Stefan Marković, Oriol Iglesias, Jatinder J. Singh, et al.
Journal of Business Ethics (2015) Vol. 148, Iss. 4, pp. 721-740
Closed Access | Times Cited: 251
Engaging and retaining customers with AI and employee service
Catherine Prentice, Mai Nguyen
Journal of Retailing and Consumer Services (2020) Vol. 56, pp. 102186-102186
Closed Access | Times Cited: 249
Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience
Yuping Liu–Thompkins, Shintaro Okazaki, Hairong Li
Journal of the Academy of Marketing Science (2022) Vol. 50, Iss. 6, pp. 1198-1218
Open Access | Times Cited: 181
Artificial intelligence technologies and compassion in healthcare: A systematic scoping review
Elizabeth Morrow, Teodor Zidaru, Fiona Ross, et al.
Frontiers in Psychology (2023) Vol. 13
Open Access | Times Cited: 115
To Be or Not to Be …Human? Theorizing the Role of Human-Like Competencies in Conversational Artificial Intelligence Agents
Shalini Chandra, Anuragini Shirish, Shirish C. Srivastava
Journal of Management Information Systems (2022) Vol. 39, Iss. 4, pp. 969-1005
Closed Access | Times Cited: 111
Sweet escape: The role of empathy in social media engagement with human versus virtual influencers
Agata Mirowska, Jbid Arsenyan
International Journal of Human-Computer Studies (2023) Vol. 174, pp. 103008-103008
Closed Access | Times Cited: 65
What Makes People Feel Empathy for AI Chatbots? Assessing the Role of Competence and Warmth
Woo Bin Kim, Hee Jin Hur
International Journal of Human-Computer Interaction (2023) Vol. 40, Iss. 17, pp. 4674-4687
Closed Access | Times Cited: 43
Acta Non Verba? The Role of Customer Participation and Word of Mouth in the Relationship Between Service Firms’ Customer Satisfaction and Sales Performance
Andreas B. Eisingerich, Seigyoung Auh, Omar Merlo
Journal of Service Research (2013) Vol. 17, Iss. 1, pp. 40-53
Closed Access | Times Cited: 183
Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector
Mubbsher Munawar Khan, M. Nauval Murtada Fasih
Pakistan Journal of Commerce and Social Sciences (PJCSS) (2014) Vol. 8, Iss. 2, pp. 331-354
Closed Access | Times Cited: 170
Value co-creation practices and capabilities: Sustained purposeful engagement across B2B systems
Javier Marcos Cuevas, Satu Nätti, Teea Palo, et al.
Industrial Marketing Management (2016) Vol. 56, pp. 97-107
Open Access | Times Cited: 164
The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery
Chuang Wei, Maggie Wenjing Liu, Hean Tat Keh
Journal of Business Research (2020) Vol. 118, pp. 321-334
Closed Access | Times Cited: 120
Tailoring to Customers’ Needs
Kelly Wilder, Joel E. Collier, Donald C. Barnes
Journal of Service Research (2014) Vol. 17, Iss. 4, pp. 446-459
Closed Access | Times Cited: 119
The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions
Neale Slack, Gurmeet Singh, Shavneet Sharma
International Journal of Quality and Service Sciences (2020) Vol. 12, Iss. 3, pp. 297-318
Closed Access | Times Cited: 116
Service Brand Relationship Quality
Bettina Nyffenegger, Harley Krohmer, Wayne D. Hoyer, et al.
Journal of Service Research (2014) Vol. 18, Iss. 1, pp. 90-106
Closed Access | Times Cited: 112
Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality
Waseem Bahadur, Saira Aziz, Salman Zulfiqar
Cogent Business & Management (2018) Vol. 5, Iss. 1, pp. 1491780-1491780
Open Access | Times Cited: 103
Exploring the impact of chatbots on consumer sentiment and expectations in retail
Anh D. Tran, Jason Pallant, Lester W. Johnson
Journal of Retailing and Consumer Services (2021) Vol. 63, pp. 102718-102718
Closed Access | Times Cited: 102
When empathy prevents negative reviewing behavior
Rebecca Pera, Giampaolo Viglia, Laura Grazzini, et al.
Annals of Tourism Research (2019) Vol. 75, pp. 265-278
Open Access | Times Cited: 99
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective
Wilson Ozuem, Silvia Ranfagni, Michelle Willis, et al.
Psychology and Marketing (2021) Vol. 38, Iss. 9, pp. 1440-1459
Open Access | Times Cited: 97
A multilevel consideration of service design conditions
Ingo Oswald Karpen, Gerda Gemser, Giulia Calabretta
Journal of Service Theory and Practice (2017) Vol. 27, Iss. 2, pp. 384-407
Closed Access | Times Cited: 90
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