SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
The relationship of customer satisfaction and service workers’ perceived control
16 references·4 citing·42 second hop
The relationship of customer satisfaction and service workers’ perceived control (2002)The relationship of customer satisfaction…Winning the Service Game (2010)Winning the Service GameThe empowering leadership questionnaire: the construction and validation of a new scale for measuring leader behaviors (2000)The empowering leadership que…Self-Efficacy: The Exercise of Control (1999)Self-Efficacy: The Exercise o…The sense of control as a moderator of social class differences in health and well-being. (1998)The sense of control as a mod…Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION (1996)LINKING EMPLOYEE PERCEPTIONS …PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)PSYCHOLOGICAL, EMPOWERMENT IN…The empowerment of service workers: what, why, how, and when. (1992)The empowerment of service wo…A passion for service: Using content analysis to explicate service climate themes. (1992)A passion for service: Using …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Profiting from controversy: Lessons from the person-situation debate. (1988)Profiting from controversy: L…The Psychology of Control (1985)The Psychology of ControlHow to measure service orientation. (1984)How to measure service orient…The Structure of Coping (1978)The Structure of CopingSubstitutes for leadership: Their meaning and measurement (1978)Substitutes for leadership: T…Managing service employees: literature review, expert opinions, and research directions (2016)Managing service employees: l…Influence of public service motivation on job satisfaction and organisational commitment of Quantity Surveyors in Nigerian public service (2013)Influence of public service m…The effect of age on the job satisfaction of construction workers (2010)The effect of age on the job …The relationship of service provider power motivation, empowerment and burnout to customer satisfaction (2006)The relationship of service p…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Role Conflict and Ambiguity in Complex Organizations (1970)Organizational commitment, job satisfaction, and turnover among psychiatric technicians. (1974)Motivation through the design of work: test of a theory (1976)Personality and leadership: A qualitative and quantitative review. (2002)Toward a theory of spiritual leadership (2003)Leadership: Current Theories, Research, and Future Directions (2008)Handbook of Industrial and Organizational Psychology. (1977)Organizational culture and leadership (1993)Empowering Leadership in Management Teams: Effects on Knowledge Sharing, Efficacy, And Performance (2006)Team Effectiveness 1997-2007: A Review of Recent Advancements and a Glimpse Into the Future (2008)Inclusive leadership: Realizing positive outcomes through belongingness and being valued for uniqueness (2017)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Self-efficacy: Toward a unifying theory of behavioral change. (1977)On the Evaluation of Structural Equation Models (1988)Self‐determination theory and work motivation (2005)The Essential Impact of Context on Organizational Behavior (2006)POSITIVE PSYCHOLOGICAL CAPITAL: MEASUREMENT AND RELATIONSHIP WITH PERFORMANCE AND SATISFACTION (2007)Intraclass correlations: Uses in assessing rater reliability. (1979)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)Social Learning Theory. (1978)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Measuring Service Quality: A Reexamination and Extension (1992)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)To Empower or Not to Empower Your Sales Force? An Empirical Examination of the Influence of Leadership Empowerment Behavior on Customer Satisfaction and Performance. (2005)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Efficacy of the Theory of Planned Behaviour: A meta‐analytic review (2001)Social Cognitive Theory: An Agentic Perspective (2001)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)Perceiving pervasive discrimination among African Americans: Implications for group identification and well-being. (1999)The Prevalence, Distribution, and Mental Health Correlates of Perceived Discrimination in the United States (1999)Social class, solipsism, and contextualism: How the rich are different from the poor. (2012)Stress, social support, and the buffering hypothesis. (1985)Assessing coping strategies: A theoretically based approach. (1989)You want to measure coping but your protocol’ too long: Consider the brief cope (1997)
this work references cited by second hop

References

  • 1999Self-Efficacy: The Exercise of Control46,779 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1978The Structure of Coping7,791 cited
  • 1995PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION.7,411 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 1978Substitutes for leadership: Their meaning and measurement1,746 cited
  • 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
  • 1998The sense of control as a moderator of social class differences in health and well-being.1,673 cited
  • 1992The empowerment of service workers: what, why, how, and when.1,243 cited
  • 2000The empowering leadership questionnaire: the construction and validation of a new scale for measuring leader behaviors1,221 cited
  • 2010Winning the Service Game859 cited
  • 1988Profiting from controversy: Lessons from the person-situation debate.837 cited
  • 1984How to measure service orientation.469 cited
  • 1985The Psychology of Control454 cited
  • 1996LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION

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

426 cited
  • 1992A passion for service: Using content analysis to explicate service climate themes.367 cited
  • Cited by

    • 2016Managing service employees: literature review, expert opinions, and research directions137 cited
    • 2006The relationship of service provider power motivation, empowerment and burnout to customer satisfaction84 cited
    • 2010The effect of age on the job satisfaction of construction workers31 cited
    • 2013Influence of public service motivation on job satisfaction and organisational commitment of Quantity Surveyors in Nigerian public service6 cited