| Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens CM Voorhees, PW Fombelle, Y Gregoire, S Bone, A Gustafsson, R Sousa, ... Journal of Business Research 79, 269-280, 2017 | 598 | 2017 |
| The effects of scarcity on consumer decision journeys R Hamilton, D Thompson, S Bone, LN Chaplin, V Griskevicius, ... Journal of the Academy of Marketing Science 47, 532-550, 2019 | 330 | 2019 |
| Rejected, shackled, and alone: The impact of systemic restricted choice on minority consumers' construction of self SA Bone, GL Christensen, JD Williams Journal of Consumer Research 41 (2), 451-474, 2014 | 252 | 2014 |
| Identifying the traits of aggressive and distracted drivers: A hierarchical trait model approach SA Bone, JC Mowen Journal of Consumer Behaviour: An International Research Review 5 (5), 454-464, 2006 | 132 | 2006 |
| Don’t forget about the frontline employee during the COVID-19 pandemic: Preliminary insights and a research agenda on market shocks CM Voorhees, PW Fombelle, SA Bone Journal of Service Research 23 (4), 396-400, 2020 | 109 | 2020 |
| Responsibility and well-being: resource integration under responsibilization in expert services L Anderson, J Spanjol, JG Jefferies, AL Ostrom, C Nations Baker, ... Journal of Public Policy & Marketing 35 (2), 262-279, 2016 | 105 | 2016 |
| Personality traits and fear response to print advertisements: Theory and an empirical study JC Mowen, EG Harris, SA Bone Psychology & Marketing 21 (11), 927-943, 2004 | 101 | 2004 |
| How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service SA Bone, PW Fombelle, KR Ray, KN Lemon Journal of Service Research 18 (1), 23-38, 2015 | 67 | 2015 |
| Immigration, culture, and ethnicity in transformative consumer research D Crockett, L Anderson, SA Bone, A Roy, JJ Wang, G Coble Journal of Public Policy & Marketing 30 (1), 47-54, 2011 | 56 | 2011 |
| Responding to the 98%: face-enhancing strategies for dealing with rejected customer ideas PW Fombelle, SA Bone, KN Lemon Journal of the Academy of Marketing Science 44, 685-706, 2016 | 55 | 2016 |
| “Mere Measurement Plus”: how solicitation of open-ended positive feedback influences customer purchase behavior SA Bone, KN Lemon, CM Voorhees, KA Liljenquist, PW Fombelle, ... Journal of Marketing Research 54 (1), 156-170, 2017 | 53 | 2017 |
| Shaping small business lending policy through matched-pair mystery shopping SA Bone, GL Christensen, JD Williams, S Adams, A Lederer, PC Lubin Journal of Public Policy & Marketing 38 (3), 391-399, 2019 | 41 | 2019 |
| ‘‘By-the-Book’’Decision Making: How Service Employee Desire for Decision Latitude Influences Customer Selection Decisions SA Bone, JC Mowen Journal of Service Research 13 (2), 184-197, 2010 | 21 | 2010 |
| Managing post-purchase moments of truth: Leveraging customer feedback to increase loyalty C Voorhees, P Fombelle, AM Allen, SA Bone, J Aach Marketing Science Institute Reports 14, 14-115, 2014 | 16 | 2014 |
| Why we need a service logic: a comparative review SE Sampson, LJ Menor, SA Bone Journal of Applied Management and Entrepreneurship 15 (3), 18, 2010 | 16 | 2010 |
| Consumer power and access MP Fitzgerald, SA Bone, JK Pappalardo Journal of Public Policy & Marketing 39 (2), 95-98, 2020 | 9 | 2020 |
| Happy users, grumpy bosses: Current community engagement literature and the impact of support engagement in a B2B setting on user and upper management satisfaction SFM Beckers, SA Bone, PW Fombelle, J van Doorn, PC Verhoef, KR Ray Customer engagement marketing, 141-169, 2018 | 9 | 2018 |
| Assessing the effects of service variability on consumer confidence and behavior CM Voorhees, JM Beck, P Randhawa, KB DeTienne, SA Bone Journal of Service Research 24 (3), 405-420, 2021 | 7 | 2021 |
| Moving beyond perceptions: Examining service disparities among consumers SA Bone, GL Christensen, JD Williams, SNN Cross, S Dellande Journal of the Association for Consumer Research 8 (1), 107-119, 2023 | 5 | 2023 |
| Revealing and Mitigating Racial Bias and Discrimination in Financial Services ML Scott, SA Bone, GL Christensen, A Lederer, M Mende, ... Journal of Marketing Research, 00222437231176470, 2023 | 3 | 2023 |
