| Service innovation and customer choices in the hospitality industry L Victorino, R Verma, G Plaschka, C Dev Managing Service Quality: An International Journal 15 (6), 555-576, 2005 | 647 | 2005 |
| Empirical Research Published in Production and Operations Management (1992–2005): Trends and Future Research Directions S Gupta, R Verma, L Victorino Production and operations management 15 (3), 432-448, 2006 | 211 | 2006 |
| Service operations: what’s next? JM Field, L Victorino, RW Buell, MJ Dixon, S Meyer Goldstein, LJ Menor, ... Journal of Service Management 29 (1), 55-97, 2018 | 140 | 2018 |
| Exploring the use of the abbreviated technology readiness index for hotel customer segmentation L Victorino, E Karniouchina, R Verma Cornell Hospitality Quarterly 50 (3), 342-359, 2009 | 124 | 2009 |
| Product and service innovation: Ideas for future cross-disciplinary research EV Karniouchina, L Victorino, R Verma | 113 | 2006 |
| Can customers detect script usage in service encounters? An experimental video analysis L Victorino, R Verma, BL Bonner, DG Wardell Journal of Service Research 15 (4), 390-400, 2012 | 83 | 2012 |
| Key elements in service innovation: Insights for the hospitality industry R Verma, C Anderson, M Dixon, CA Enz, G Thompson | 82 | 2008 |
| Surprise, anticipation, and sequence effects in the design of experiential services MJ Dixon, L Victorino, RJ Kwortnik, R Verma Production and Operations Management 26 (5), 945-960, 2017 | 79 | 2017 |
| Script usage in standardized and customized service encounters: Implications for perceived service quality L Victorino, R Verma, DG Wardell Production and Operations Management 22 (3), 518-534, 2013 | 76 | 2013 |
| Service operations: what have we learned? L Victorino, JM Field, RW Buell, MJ Dixon, S Meyer Goldstein, LJ Menor, ... Journal of Service Management 29 (1), 39-54, 2018 | 54 | 2018 |
| The role of coordinated marketing-operations strategy in services: implications for managerial decisions and execution M Dixon, E V. Karniouchina, B van der Rhee, R Verma, L Victorino Journal of Service Management 25 (2), 275-294, 2014 | 49 | 2014 |
| Segmenting hotel customers based on the technology readiness index R Verma, L Victorino, K Karniouchina, J Feickert | 35 | 2007 |
| Scripting employees: An exploratory analysis of customer perceptions L Victorino, AR Bolinger Cornell Hospitality Quarterly 53 (3), 196-206, 2012 | 27 | 2012 |
| Service scripting: A customer’s perspective of quality and performance L Victorino, R Verma, D Wardell | 25 | 2008 |
| Testing service innovation: A methodological review of video experiments L Victorino, MJ Dixon Service Science 8 (2), 234-246, 2016 | 14 | 2016 |
| Empirical research published in S Gupta, R Verma, L Victorino Production and Operations Management 2005, 432-448, 1992 | 13 | 1992 |
| The sequence of service: An affect perspective to service scheduling MJ Dixon, L Victorino Handbook of Service Science, Volume II, 49-76, 2018 | 8 | 2018 |
| Perceived justice and control of priority lines M Dixon, D Rea, L Victorino, C Froehle Research Handbook on Services Management, 117-127, 2022 | 2 | 2022 |
| Peak Event Self-Scheduling: Implications for Service Demand Management MJ Dixon, L Victorino Journal of Service Research, 10946705251354968, 2025 | 1 | 2025 |
| 40 Years of The Psychology of Waiting: A Celebration and Update of Maister's Eight Propositions A Arveson, CC Yang, C Froehle, L Victorino, MJ Dixon, M Walsman Available at SSRN 5669790, 2025 | | 2025 |
