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ArticleA process model of discretionary service behavior

Donna Maria Blancero2001

Article2001

A process model of discretionary service behavior

Donna Maria Blancero

20 citations·0/0 files stored·Journal of Quality Management

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Emotional Labor in Professions

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References

1991The theory of planned behavior 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1995Psychological Contracts in Organizations: Understanding Written and Unwritten Agreements 1999Tit for Tat? The Spiraling Effect of Incivility in the Workplace 1997WHEN EMPLOYEES FEEL BETRAYED: A MODEL OF HOW PSYCHOLOGICAL CONTRACT VIOLATION DEVELOPS 1986Interactional justice : communication criteria of fairness 1997Retaliation in the workplace: The roles of distributive, procedural, and interactional justice.1996The Management of Customer-Contact Service Employees: An Empirical Investigation

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Year2001

Typearticle

Published2001-01-01

VenueJournal of Quality Management

ISSN-L1084-8568

Languageen

Citations20

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s1084-8568(01)00042-6

openalex_workW1555686719

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