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A process model of discretionary service behavior
16 references·0 citing·46 second hop
A process model of discretionary service behavior (2001)A process model of discretionary service …Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn (2000)Service Quality, Profitabilit…Tit for Tat? The Spiraling Effect of Incivility in the Workplace (1999)Tit for Tat? The Spiraling Ef…WHEN EMPLOYEES FEEL BETRAYED: A MODEL OF HOW PSYCHOLOGICAL CONTRACT VIOLATION DEVELOPS (1997)WHEN EMPLOYEES FEEL BETRAYED:…Retaliation in the workplace: The roles of distributive, procedural, and interactional justice. (1997)Retaliation in the workplace:…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…An integrative framework for explaining reactions to decisions: Interactive effects of outcomes and procedures. (1996)An integrative framework for …Psychological Contracts in Organizations: Understanding Written and Unwritten Agreements (1995)Psychological Contracts in Or…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Feeling good-doing good: A conceptual analysis of the mood at work-organizational spontaneity relationship. (1992)Feeling good-doing good: A co…The theory of planned behavior (1991)The theory of planned behaviorThe Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Research on Negotiation in Organizations (1990)Research on Negotiation in Or…Employee theft as a reaction to underpayment inequity: The hidden cost of pay cuts. (1990)Employee theft as a reaction …Cognitive versus affective determinants of organizational citizenship behavior. (1989)Cognitive versus affective de…Interactional justice : communication criteria of fairness (1986)Interactional justice : commu…Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)The Behavioral Consequences of Service Quality (1996)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)The Social Psychology of Organizations. (1979)Organizational Citizenship Behavior: The Good Soldier Syndrome. (1988)Organizational Justice: Yesterday, Today, and Tomorrow (1990)CONSEQUENCES OF ABUSIVE SUPERVISION. (2000)Organizational citizenship behavior and workplace deviance: The role of affect and cognitions. (2002)Coefficient Alpha and the Internal Structure of Tests (1951)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy: Toward a unifying theory of behavioral change. (1977)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)The Norm of Reciprocity: A Preliminary Statement (1960)Research in Organizational Behavior. (1986)Politeness : Some Universals in Language Usage (1987)Incivility in the workplace: Incidence and impact. (2001)Knowledge hiding in organizations (2011)Social Exchange Theory: A Critical Review with Theoretical Remedies (2017)The psychology of interpersonal relations. (1958)Exchange and Power in Social Life. (1965)Trust and Breach of the Psychological Contract (1996)Trust And Distrust: New Relationships and Realities (1998)An Integrative Model of Organizational Trust: Past, Present, and Future (2007)Exchange and Power in Social Life (2017)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)Cross-Cultural Organizational Behavior (2006)Abusive supervision and workplace deviance and the moderating effects of negative reciprocity beliefs. (2007)CURRENT RESEARCH IN SOCIAL PSYCHOLOGY (1996)Predicting workplace aggression: A meta-analysis. (2007)Job Burnout (2001)Authentic leadership development: Getting to the root of positive forms of leadership (2005)Social Exchange Theory: An Interdisciplinary Review (2005)
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References

  • 1991The theory of planned behavior90,729 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1995Psychological Contracts in Organizations: Understanding Written and Unwritten Agreements3,451 cited
  • 1999Tit for Tat? The Spiraling Effect of Incivility in the Workplace3,267 cited
  • 1997WHEN EMPLOYEES FEEL BETRAYED: A MODEL OF HOW PSYCHOLOGICAL CONTRACT VIOLATION DEVELOPS3,004 cited
  • 1986Interactional justice : communication criteria of fairness2,766 cited
  • 1997Retaliation in the workplace: The roles of distributive, procedural, and interactional justice.2,288 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
  • 1990Research on Negotiation in Organizations1,866 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1990Employee theft as a reaction to underpayment inequity: The hidden cost of pay cuts.1,647 cited
  • 1992Feeling good-doing good: A conceptual analysis of the mood at work-organizational spontaneity relationship.1,612 cited
  • 1996An integrative framework for explaining reactions to decisions: Interactive effects of outcomes and procedures.

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1,375 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 1989Cognitive versus affective determinants of organizational citizenship behavior.1,344 cited
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