Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Employee behaviour and relationship quality: impact on customers

16 references·16 citing·46 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1990The measurement and antecedents of affective, continuance and normative commitment to the organization11,669 cited
1999Whence Consumer Loyalty?7,319 cited
1994Determinants of Long-Term Orientation in Buyer-Seller Relationships6,726 cited
1991Assessing Construct Validity in Organizational Research6,615 cited
1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
1990A Model of Distributor Firm and Manufacturer Firm Working Partnerships5,824 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
2002Understanding Relationship Marketing Outcomes2,299 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1995

The Structure of Commitment in Exchange

2,238 cited

2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration2,080 cited

Cited by

2015How can employees engage customers?65 cited
2012Reframing the past: A new approach in service quality assessment63 cited
2021How does employee commitment impact customers' attitudinal loyalty?63 cited
2011Effects of retail employees' behaviours on customers' service evaluation58 cited
2017How Gratitude Influences Customer Word-Of-Mouth Intentions and Involvement: The Mediating Role of Affective Commitment49 cited
2013The Effect of Service Orientation on Financial Performance: The Mediating Role of Job Satisfaction and Customer Satisfaction45 cited
2019Internal market orientation as a value creation mechanism38 cited
2015The Effect of Relationship Marketing on Customer Retention in the Jordanian’s Pharmaceutical Sector37 cited
2016Should relationship quality be measured as a disaggregated or a composite construct?36 cited
2011Investigating relationships between relationship quality, customer loyalty and cooperation35 cited
2017Methodological Choices in Relationship Quality (RQ) Research 1987 to 2015: A Systematic Literature Review34 cited
2015Modeling passengers’ future behavioral intentions in airline industry using SEM33 cited
2014Adverse behavioral and relational consequences of service innovation failure32 cited
2015The influence of internal market orientation on external outcomes32 cited
2010Trust types, distrust, and performance outcomes in small business relationships: the pharmacy–drug warehouse case31 cited
2018From internal marketing to customer- perceived relationship quality: evidence of Vietnamese banking firms26 cited