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Human Resource Management, Service Quality, and Economic Performance in Call Centers
16 references·1 citing·37 second hop
Human Resource Management, Service Quality, and Economic Performance in Call Centers (2006)Human Resource Management, Service Qualit…Principles of Scientific Management, The (2015)Principles of Scientific Mana…The Service Profit Chain (2010)The Service Profit ChainTHE RELATIONSHIP BETWEEN HR PRACTICES AND FIRM PERFORMANCE: EXAMINING CAUSAL ORDER (2005)THE RELATIONSHIP BETWEEN HR P…The mismanagement of customer loyalty. (2002)The mismanagement of customer…MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH. (2002)MANAGING CUSTOMER SERVICES: H…Manufacturing Advantage: Why High-Performance Work Systems Pay off (2001)Manufacturing Advantage: Why …Do "High-Performance" Work Practices Improve Establishment-Level Outcomes? (2001)Do "High-Performance" Work Pr…Mass customization: The new frontier in business competition (1999)Mass customization: The new f…Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…Human Resource Bundles and Manufacturing Performance: Organizational Logic and Flexible Production Systems in the World Auto Industry (1995)Human Resource Bundles and Ma…Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life. (1994)Fast Food, Fast Talk: Service…DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)DEFINING QUALITY: ALTERNATIVE…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…Services Marketing: People, Technology, Strategy (1984)Services Marketing: People, T…Quality Is Free: The Art of Making Quality Certain (1979)Quality Is Free: The Art of M…Service Strategies Marketing, Operations, and Human Resource Practices (2007)Service Strategies Marketing,…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Social Psychology of Organizations. (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)THE PEOPLE MAKE THE PLACE (1987)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Competitive Advantage: Creating and Sustaining Superior Performance (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)AIMQ: a methodology for information quality assessment (2002)Information quality benchmarks (2002)Trust and commitment influences on customer retention: insights from business-to-business services (2003)THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE. (1995)MODES OF THEORIZING IN STRATEGIC HUMAN RESOURCE MANAGEMENT: TESTS OF UNIVERSALISTIC, CONTINGENCY, AND CONFIGURATIONS. PERFORMANCE PREDICTIONS. (1996)HOW MUCH DO HIGH‐PERFORMANCE WORK PRACTICES MATTER? A META‐ANALYSIS OF THEIR EFFECTS ON ORGANIZATIONAL PERFORMANCE (2006)Knowledge Exchange and Combination: The Role of Human Resource Practices in the Performance of High-Technology Firms (2006)Research in Organizational Behavior. (1986)Scale Development : Theory and Applications (1991)Knowledge of the Firm, Combinative Capabilities, and the Replication of Technology (1992)THE ANTECEDENTS, CONSEQUENCES, AND MEDIATING ROLE OF ORGANIZATIONAL AMBIDEXTERITY. (2004)Handbook of Industrial and Organizational Psychology. (1977)Intraclass correlations: Uses in assessing rater reliability. (1979)Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. (2002)Enhancing the Effectiveness of Work Groups and Teams (2006)The Meaning of Employee Engagement (2008)The Work Design Questionnaire (WDQ): Developing and validating a comprehensive measure for assessing job design and the nature of work. (2006)Identification in Organizations: An Examination of Four Fundamental Questions (2008)TOWARD A THEORY OF PARADOX: A DYNAMIC EQUILIBRIUM MODEL OF ORGANIZING. (2011)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Green Human Resource Management: A Review and Research Agenda* (2012)How Does Human Resource Management Influence Organizational Outcomes? A Meta-analytic Investigation of Mediating Mechanisms (2012)Green innovation and environmental performance: The role of green transformational leadership and green human resource management (2019)The role of product architecture in the manufacturing firm (1995)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)Industry Platforms and Ecosystem Innovation (2013)
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References

  • 2015Principles of Scientific Management, The5,062 cited
  • 1995Human Resource Bundles and Manufacturing Performance: Organizational Logic and Flexible Production Systems in the World Auto Industry3,905 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,871 cited
  • 1979Quality Is Free: The Art of Making Quality Certain2,574 cited
  • 1999Mass customization: The new frontier in business competition2,322 cited
  • 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,720 cited
  • 2001Manufacturing Advantage: Why High-Performance Work Systems Pay off1,598 cited
  • 2002MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH.1,414 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 1994DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS1,211 cited
  • 2005THE RELATIONSHIP BETWEEN HR PRACTICES AND FIRM PERFORMANCE: EXAMINING CAUSAL ORDER1,085 cited
  • 1984Services Marketing: People, Technology, Strategy1,058 cited
  • 2010The Service Profit Chain1,039 cited
  • 2001Do "High-Performance" Work Practices Improve Establishment-Level Outcomes?983 cited
  • 2002

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The mismanagement of customer loyalty.
769 cited
  • 1994Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life.760 cited
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    • 2007Service Strategies Marketing, Operations, and Human Resource Practices15 cited