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Links between organisational and customer variables in service delivery

16 references·16 citing·37 second hopsampled

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References

1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1990The Effect of a Market Orientation on Business Profitability7,973 cited
1993Market Orientation: Antecedents and Consequences7,032 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1990A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment.6,114 cited
1990Zero defections: quality comes to services.5,373 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1993Market Orientation: Antecedents and Consequences4,340 cited
2000A Meta-Analysis of Antecedents and Correlates of Employee Turnover: Update, Moderator Tests, and Research Implications for the Next Millennium4,057 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
1995Why Satisfied Customers Defect2,226 cited
1993Customer satisfaction, customer retention, and market share2,151 cited
1996

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The Management of Customer-Contact Service Employees: An Empirical Investigation

1,920 cited

2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited

Cited by

2006The Climate for Service93 cited
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2012An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context50 cited
2012A re-examination and extension of measuring perceived service quality in Physical Activity and Sports Centres (PSC): QSport-14 scale45 cited
2011Critical success factors in gaining user customer satisfaction in outsourced IT services41 cited
2011The Contingency Effect of Service Employee Personalities on Service Climate38 cited
2022Augmenting service quality dimensions: mediation of image in the Indian restaurant industry36 cited
2015The influence of internal market orientation on external outcomes32 cited
2014Unit-level linkages between employee commitment to the organization, customer service delivery and customer satisfaction29 cited
2017What matters most in the service-profit chain? An empirical test in a restaurant company27 cited
2011A strategic service quality framework using QFD26 cited
2006Service Climate, Employee Identification, and Customer Outcomes in Hotel Property Rebrandings26 cited