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The job satisfaction and performance of contingent and regular customer service representatives
16 references·6 citing·51 second hop
The job satisfaction and performance of contingent and regular customer service representatives (2002)The job satisfaction and performance of c…Winning the Service Game (2010)Winning the Service GameThe Service Profit Chain (2010)The Service Profit ChainSatisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The job satisfaction-job performance relationship: A qualitative and quantitative review. (2001)The job satisfaction-job perf…'Fun and surveillance': the paradox of high commitment management in call centres (2000)'Fun and surveillance': the p…Human Capital Investment: The Returns from Education and Training to the Individual, the Firm and the Economy (1999)Human Capital Investment: The…The Utilization of Contingent Work, Knowledge Creation, and Competitive Advantage (1998)The Utilization of Contingent…ORGANIZATIONAL CITIZENSHIP BEHAVIOR OF CONTINGENT WORKERS IN SINGAPORE. (1998)ORGANIZATIONAL CITIZENSHIP BE…Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…HELPING AND VOICE EXTRA-ROLE BEHAVIORS: EVIDENCE OF CONSTRUCT AND PREDICTIVE VALIDITY. (1998)HELPING AND VOICE EXTRA-ROLE …Overall job satisfaction: How good are single-item measures? (1997)Overall job satisfaction: How…TOWARD AN ORGANIZATIONAL BEHAVIOR OF CONTRACT LABORERS: THEIR PSYCHOLOGICAL INVOLVEMENT AND EFFECTS ON EMPLOYEE CO-WORKERS. (1993)TOWARD AN ORGANIZATIONAL BEHA…Determinants of Employment Externalization: A Study of Temporary Workers and Independent Contractors (1993)Determinants of Employment Ex…Service encounters and service relationships: Implications for research (1990)Service encounters and servic…Job satisfaction and job performance: A meta-analysis. (1985)Job satisfaction and job perf…Human Capital (1983)Human CapitalDriving frontline employees performance through mentorship, training, and interpersonal helping: The case of upscale hotels in China (2021)Driving frontline employees p…A conservation of resources study of standard and contingent employees (2017)A conservation of resources s…Educational mismatch and self-employment (2013)Educational mismatch and self…Educational mismatch and the careers of scientists (2011)Educational mismatch and the …The relationship between job satisfaction and locus of control in a South African call centre environment (2006)The relationship between job …Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres (2006)Does role clarity explain emp…Putting the Service-Profit Chain to Work (1994)The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Steps toward a science of service systems (2007)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)The antecedents and consequences of trust in online-purchase decisions (2002)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)Forty-five years of Journal of Business Research: A bibliometric analysis (2019)The Social Psychology of Organizations. 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(2002)Self‐determination theory and work motivation (2005)Job Engagement: Antecedents and Effects on Job Performance (2010)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Firm Resources and Sustained Competitive Advantage (1991)Nonstandard Employment Relations: Part-time, Temporary and Contract Work (2000)Firm resources and sustained competitive advantage (2004)Fostering knowledge sharing through people management practices (2005)Exploring Intuition and its Role in Managerial Decision Making (2007)Employee reactions to job characteristics. (1971)The nature and causes of job satisfaction (1976)Handbook of Industrial and Organizational Psychology. (1977)Personality and job performance: The Big Five revisited. (2000)What Can Economists Learn from Happiness Research? (2002)Effect size guidelines for individual differences researchers (2016)Development of the Job Diagnostic Survey. (1975)Five-factor model of personality and job satisfaction: A meta-analysis. (2002)EMPLOYEE ATTRIBUTIONS OF THE “WHY” OF HR PRACTICES: THEIR EFFECTS ON EMPLOYEE ATTITUDES AND BEHAVIORS, AND CUSTOMER SATISFACTION (2008)Guidelines for choosing between multi-item and single-item scales for construct measurement: a predictive validity perspective (2012)Intraclass correlations: Uses in assessing rater reliability. (1979)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)Enhancing the Effectiveness of Work Groups and Teams (2006)How low does ethical leadership flow? Test of a trickle-down model (2008)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)On the mechanics of economic development (1988)Social Capital in the Creation of Human Capital (2000)School readiness and later achievement. (2007)
this work references cited by second hop

References

  • 1983Human Capital6,652 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 2001The job satisfaction-job performance relationship: A qualitative and quantitative review.4,753 cited
  • 1997Overall job satisfaction: How good are single-item measures?3,456 cited
  • 1998HELPING AND VOICE EXTRA-ROLE BEHAVIORS: EVIDENCE OF CONSTRUCT AND PREDICTIVE VALIDITY.3,173 cited
  • 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
  • 1985Job satisfaction and job performance: A meta-analysis.1,469 cited
  • 2010The Service Profit Chain1,034 cited
  • 1998The Utilization of Contingent Work, Knowledge Creation, and Competitive Advantage1,010 cited
  • 1990Service encounters and service relationships: Implications for research930 cited
  • 2010Winning the Service Game859 cited
  • 1999Human Capital Investment: The Returns from Education and Training to the Individual, the Firm and the Economy851 cited
  • 1998ORGANIZATIONAL CITIZENSHIP BEHAVIOR OF CONTINGENT WORKERS IN SINGAPORE.576 cited
  • 2000'Fun and surveillance': the paradox of high commitment management in call centres547 cited
  • 1993Determinants of Employment Externalization: A Study of Temporary Workers and Independent Contractors

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527 cited
  • 1993TOWARD AN ORGANIZATIONAL BEHAVIOR OF CONTRACT LABORERS: THEIR PSYCHOLOGICAL INVOLVEMENT AND EFFECTS ON EMPLOYEE CO-WORKERS.426 cited
  • Cited by

    • 2011Educational mismatch and the careers of scientists82 cited
    • 2013Educational mismatch and self-employment78 cited
    • 2006The relationship between job satisfaction and locus of control in a South African call centre environment43 cited
    • 2021Driving frontline employees performance through mentorship, training, and interpersonal helping: The case of upscale hotels in China32 cited
    • 2006Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres27 cited
    • 2017A conservation of resources study of standard and contingent employees23 cited