| Customer experience quality: an exploration in business and consumer contexts using repertory grid technique F Lemke, M Clark, H Wilson Journal of the academy of marketing science 39 (6), 846-869, 2011 | 978 | 2011 |
| Online customer experience in e-retailing: an empirical model of antecedents and outcomes S Rose, M Clark, P Samouel, N Hair Journal of retailing 88 (2), 308-322, 2012 | 956 | 2012 |
| Relationship marketing for competitive advantage: winning and keeping customers A Payne, M Christopher, H Peck, M Clark Butterworth-Heinemann, 1998 | 608 | 1998 |
| Online customer experience: A review of the business‐to‐consumer online purchase context S Rose, N Hair, M Clark International Journal of Management Reviews 13 (1), 24-39, 2011 | 478 | 2011 |
| Relationship marketing H Peck, M Christopher, M Clark, A Payne Routledge, 2013 | 473 | 2013 |
| Relationship marketing H Peck, M Christopher, M Clark, A Payne Routledge, 2013 | 473 | 2013 |
| Relationship marketing M Christopher, A Payne, D Ballantyne Elsevier, 2002 | 351* | 2002 |
| Segmentation and customer insight in contemporary services marketing practice: why grouping customers is no longer enough C Bailey, PR Baines, H Wilson, M Clark Journal of Marketing Management 25 (3-4), 227-252, 2009 | 126 | 2009 |
| Modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank M Clark Management Decision, 1997 | 113 | 1997 |
| The relationship between employees' perceptions of organizational climate and customer retention rates in a major UK retail bank M Clark Journal of Strategic Marketing 10 (2), 93-113, 2002 | 95 | 2002 |
| Customer service 140 characters at a time: The users' perspective AI Canhoto, M Clark Journal of marketing Management 29 (5-6), 522-544, 2013 | 88 | 2013 |
| Emerging segmentation practices in the age of the social customer AI Canhoto, M Clark, P Fennemore Journal of Strategic Marketing 21 (5), 413-428, 2013 | 74 | 2013 |
| Achieving long-term customer loyalty: A strategic approach M Clark, A Payne Annual Marketing Education Group Conference”, Ulster, 1994 | 65 | 1994 |
| The ethical dilemmas and challenges of ethnographic research in electronic communities N Hair, M Clark International Journal of Market Research 49 (6), 1-13, 2007 | 64 | 2007 |
| Justifying CRM projects in a business-to-business context: The potential of the Benefits Dependency Network H Wilson, M Clark, B Smith Industrial Marketing Management 36 (6), 770-783, 2007 | 51 | 2007 |
| Relationship marketing: towards a new paradigm M Clark, H Peck, A Payne, M Christopher Advances in Relationship Marketing, Kogan Page, London, 263-280, 1995 | 42 | 1995 |
| What makes a great customer experience F Lemke, M Clark, H Wilson Henley Centre for Customer Management, 2006 | 36 | 2006 |
| Vom funktionsorientierten Marketing zur prozessorientierten Relationship Management-Kette M Clark, H Peck, M Christopher, A Payne Handbuch Relationship Marketing 1, 1999 | 34 | 1999 |
| Using qualitative repertory grid techniques to explore perceptions of business-to-business online customer experience N Hair, S Rose, M Clark Journal of Customer Behaviour 8 (1), 51-65, 2009 | 33 | 2009 |
| An enhanced virtual ethnography: the role of critical theory N Hair, M Clark 3rd International Critical Management Studies Conference 44, 2003 | 33 | 2003 |
