| Customer experience challenges: bringing together digital, physical and social realms R Bolton, J McColl-Kennedy, L Cheung, A Gallan, C Orsingher, L Witell, ... Journal of Service Management 29 (5), 2018 | 926 | 2018 |
| Capturing value from big data–a taxonomy of data-driven business models used by start-up firms PM Hartmann, M Zaki, N Feldmann, A Neely International Journal of Operations & Production Management 36 (10), 1382-1406, 2016 | 576 | 2016 |
| Digital business transformation and strategy: What do we know so far MH Ismail, M Khater, M Zaki Cambridge Service Alliance 10 (1), 1-35, 2017 | 532 | 2017 |
| Gaining customer experience insights that matter JR McColl-Kennedy, M Zaki, KN Lemon, F Urmetzer, A Neely Journal of service research 22 (1), 8-26, 2019 | 354 | 2019 |
| Customer experience management in the age of big data analytics: A strategic framework M Holmlund, Y Van Vaerenbergh, R Ciuchita, A Ravald, P Sarantopoulos, ... Journal of Business Research 116, 356-365, 2020 | 312 | 2020 |
| Digital transformation: harnessing digital technologies for the next generation of services M Zaki Journal of Services Marketing 33 (4), 429-435, 2019 | 309 | 2019 |
| High-quality prediction intervals for deep learning: A distribution-free, ensembled approach T Pearce, A Brintrup, M Zaki, A Neely International conference on machine learning, 4075-4084, 2018 | 302 | 2018 |
| Analyzing customer experience feedback using text mining: A linguistics-based approach FV Ordenes, B Theodoulidis, J Burton, T Gruber, M Zaki Journal of Service Research 17 (3), 278-295, 2014 | 297 | 2014 |
| Uncertainty in neural networks: Approximately Bayesian ensembling T Pearce, F Leibfried, A Brintrup, M Zaki, A Neely International Conference on Artificial Intelligence and Statistics, 234-244, 2020 | 273* | 2020 |
| Big data for big business? A taxonomy of data-driven business models used by start-up firms P Hartmann, M Zaki, N Feldmann, A Neely SSRN, 2014 | 214 | 2014 |
| The interplay of customer experience and commitment T Keiningham, J Ball, S Benoit, HL Bruce, A Buoye, J Dzenkovska, L Nasr, ... Journal of Services Marketing 31 (2), 148-160, 2017 | 172 | 2017 |
| Data and analytics-data-driven business models: A Blueprint for Innovation J Brownlow, M Zaki, A Neely, F Urmetzer Cambridge Service Alliance 7 (February), 1-17, 2015 | 148 | 2015 |
| Product‐service systems evolution in the era of Industry 4.0 P Gaiardelli, G Pezzotta, A Rondini, D Romero, F Jarrahi, M Bertoni, ... Service Business, 2021 | 115 | 2021 |
| The fallacy of the net promoter score: Customer loyalty predictive model M Zaki, D Kandeil, A Neely, JR McColl-Kennedy Cambridge Service Alliance 10, 1-25, 2016 | 84 | 2016 |
| How can hackathons accelerate corporate innovation? M Flores, M Golob, D Maklin, M Herrera, C Tucci, A Al-Ashaab, L Williams, ... Advances in Production Management Systems. Production Management for Data …, 2018 | 63 | 2018 |
| Expressive priors in Bayesian neural networks: Kernel combinations and periodic functions T Pearce, R Tsuchida, M Zaki, A Brintrup, A Neely Uncertainty in artificial intelligence, 134-144, 2020 | 59 | 2020 |
| The future of servitization: Technologies that will make a difference V Dinges, F Urmetzer, V Martínez, M Zaki, A Neely Cambridge Service Alliance, University of Cambridge, Cambridge, 2015 | 59 | 2015 |
| More than a feeling? Toward a theory of customer delight A Parasuraman, J Ball, L Aksoy, TL Keiningham, M Zaki Journal of Service Management 32 (1), 1-26, 2021 | 58 | 2021 |
| Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective M Zaki, B Theodoulidis, P Shapira, A Neely, M Friedrich Tepel Production Planning & Control 30 (7), 568-581, 2019 | 49 | 2019 |
| Text mining analysis roadmap (TMAR) for service research M Zaki, JR McColl-Kennedy Journal of Services Marketing 34 (1), 30-47, 2020 | 44 | 2020 |
Andy NeelyUniversity of CambridgeVerified email at cam.ac.uk
