| 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 | 1405 | 2018 |
| 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 | 823 | 2017 |
| 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 | 738 | 2016 |
| Digital transformation: harnessing digital technologies for the next generation of services M Zaki Journal of Services Marketing 33 (4), 429-435, 2019 | 600 | 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 | 595 | 2020 |
| 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 | 511 | 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 | 431 | 2018 |
| 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 | 390* | 2020 |
| 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 | 346 | 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 | 257 | 2017 |
| 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 | 247 | 2014 |
| 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 | 203 | 2021 |
| 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 | 188 | 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 | 131 | 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), 1-25, 2016 | 97 | 2016 |
| How can hackathons accelerate corporate innovation? M Flores, M Golob, D Maklin, M Herrera, C Tucci, A Al-Ashaab, L Williams, ... IFIP International Conference on Advances in Production Management Systems …, 2018 | 83 | 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 | 74 | 2020 |
| Personal touch in digital customer service: A conceptual framework of relational personalization for conversational AI J Bluemel, M Zaki, T Bohne Journal of Service Theory and Practice, 2024 | 71 | 2024 |
| Transforming the construction sector: An institutional complexity perspective K Oti-Sarpong, E Parn, G Burgess, M Zaki Construction Innovation, 2021 | 70 | 2021 |
| 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 | 66 | 2015 |
Andy NeelyUniversity of CambridgeVerified email at cam.ac.uk
