| Customer voluntary performance: Customers as partners in service delivery LA Bettencourt Journal of retailing 73 (3), 383-406, 1997 | 2349 | 1997 |
| Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors LA Bettencourt, SW Brown Journal of retailing 73 (1), 39-61, 1997 | 1611 | 1997 |
| Client co-production in knowledge-intensive business services LA Bettencourt, AL Ostrom, SW Brown, RI Roundtree California management review 44 (4), 100-128, 2002 | 1286 | 2002 |
| A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. LA Bettencourt, KP Gwinner, ML Meuter Journal of applied psychology 86 (1), 29, 2001 | 1051 | 2001 |
| Lifestyle of the tight and frugal: Theory and measurement JL Lastovicka, LA Bettencourt, RS Hughner, RJ Kuntze Journal of consumer research 26 (1), 85-98, 1999 | 834 | 1999 |
| Role stressors and customer-oriented boundary-spanning behaviors in service organizations LA Bettencourt, SW Brown Journal of the academy of Marketing Science 31 (4), 394-408, 2003 | 642 | 2003 |
| Customization of the service experience: the role of the frontline employee LA Bettencourt, K Gwinner International journal of service industry management 7 (2), 3-20, 1996 | 524 | 1996 |
| Change-oriented organizational citizenship behaviors: The direct and moderating influence of goal orientation LA Bettencourt Journal of Retailing 80 (3), 165-180, 2004 | 427 | 2004 |
| The customer-centered innovation map LA Bettencourt, AW Ulwick Harvard business review 86 (5), 109, 2008 | 351 | 2008 |
| Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents LA Bettencourt, SW Brown, SB MacKenzie Journal of retailing 81 (2), 141-157, 2005 | 339 | 2005 |
| A service lens on value creation: marketing's role in achieving strategic advantage LA Bettencourt, RF Lusch, SL Vargo California management review 57 (1), 44-66, 2014 | 322 | 2014 |
| The relationship between waiting in a service queue and evaluations of service quality: A field theory perspective MB Houston, LA Bettencourt, S Wenger Psychology & Marketing 15 (8), 735-753, 1998 | 322 | 1998 |
| Service innovation: How to go from customer needs to breakthrough services LA Bettencourt (No Title), 2010 | 194 | 2010 |
| Service innovation: How to go from customer needs to breakthrough services LA Bettencourt (No Title), 2010 | 194 | 2010 |
| The secret to true service innovation LA Bettencourt, SW Brown, NJ Sirianni Business Horizons 56 (1), 13-22, 2013 | 149 | 2013 |
| Giving customers a fair hearing MAW Ulwick, LA Bettencourt MIT Sloan management review, 2008 | 117 | 2008 |
| But that’s not fair! An exploratory study of student perceptions of instructor fairness MB Houston, LA Bettencourt Journal of Marketing Education 21 (2), 84-96, 1999 | 101 | 1999 |
| From goods to great: Service innovation in a product-dominant firm LA Bettencourt, SW Brown Business Horizons 56 (3), 277-283, 2013 | 60 | 2013 |
| A job demands-resources (JD-R) perspective on new product selling: A framework for future research AR Zablah, LB Chonko, LA Bettencourt, G Allen, A Haas Journal of Personal Selling & Sales Management 32 (1), 73-87, 2012 | 60 | 2012 |
| Reference Diversity in JCR, JM, and JMR: A Reexamination and Extension of Tellis, Chandy, and Ackerman (1999) LA Bettencourt, MB Houston Journal of Consumer Research 28 (2), 313-323, 2001 | 60 | 2001 |
