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Service staff attitudes, organisational practices and performance drivers
16 references·3 citing·49 second hop
Service staff attitudes, organisational practices and performance drivers (2008)Service staff attitudes, organisational p…The effect of organisational culture and leadership style on job satisfaction and organisational commitment (2004)The effect of organisational …Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…An Empirical Investigation of the Factors Affecting Data Warehousing Success1 (2001)An Empirical Investigation of…Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)Corridors of Influence in the…Use of partial least squares (PLS) in strategic management research: a review of four recent studies (1999)Use of partial least squares …The Structure of Commitment in Exchange (1995)The Structure of Commitment i…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …The theory of planned behavior (1991)The theory of planned behaviorThe profitable art of service recovery. (1990)The profitable art of service…The measurement and antecedents of affective, continuance and normative commitment to the organization (1990)The measurement and anteceden…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…Quantitative Applications in the Social Sciences (1983)Quantitative Applications in …Marketing Research: Methodological Foundations (1977)Marketing Research: Methodolo…Modern Factor Analysis (1968)Modern Factor AnalysisImpact of training on improving service quality in small provincial restaurants (2016)Impact of training on improvi…IMO and different fit types as key enablers of employee brand-supporting behaviour (2014)IMO and different fit types a…SERV*OR in China: testing the effect of service orientation on service skills performance (2013)SERV*OR in China: testing the…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Significance tests and goodness of fit in the analysis of covariance structures. 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(1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Organizational commitment, job satisfaction, and turnover among psychiatric technicians. (1974)The measurement of organizational commitment (1979)Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover. (1984)A three-component conceptualization of organizational commitment (1991)Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. (2001)Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences (2002)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)The Impact of Technostress on Role Stress and Productivity (2007)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)Current patterns of parental authority. (1971)Individual differences in uses of humor and their relation to psychological well-being: Development of the Humor Styles Questionnaire (2003)Common methods variance detection in business research (2015)
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References

  • 1991The theory of planned behavior90,729 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1990The measurement and antecedents of affective, continuance and normative commitment to the organization11,669 cited
  • 1999Use of partial least squares (PLS) in strategic management research: a review of four recent studies7,307 cited
  • 1977Marketing Research: Methodological Foundations4,351 cited
  • 1968Modern Factor Analysis3,177 cited
  • 1995The Structure of Commitment in Exchange2,238 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 2001An Empirical Investigation of the Factors Affecting Data Warehousing Success11,439 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 1983Quantitative Applications in the Social Sciences837 cited
  • 2004The effect of organisational culture and leadership style on job satisfaction and organisational commitment

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832 cited
  • 2000Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees791 cited
  • Cited by

    • 2014IMO and different fit types as key enablers of employee brand-supporting behaviour23 cited
    • 2016Impact of training on improving service quality in small provincial restaurants21 cited
    • 2013SERV*OR in China: testing the effect of service orientation on service skills performance16 cited