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The impact of implicit and explicit communications on frontline service delivery staff
16 references·1 citing·48 second hop
The impact of implicit and explicit communications on frontline service delivery staff (2008)The impact of implicit and explicit commu…The Link Between Salespeople’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis (2004)The Link Between Salespeople’…Measuring Internal Market Orientation (2004)Measuring Internal Market Ori…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Transformational Leadership in Work Groups (2002)Transformational Leadership i…The employee-organization relationship, organizational citizenship behaviors, and superior service quality (2002)The employee-organization rel…Service Orientation of a Retailer's Business Strategy: Dimensions, Antecedents, and Performance Outcomes (2002)Service Orientation of a Reta…Customer Orientation (2001)Customer OrientationThe Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…Effects of leadership style and anonymity on group potency and effectiveness in a group decision support system environment. (1997)Effects of leadership style a…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Competitive Advantage Through People (1994)Competitive Advantage Through…The measurement and antecedents of affective, continuance and normative commitment to the organization (1990)The measurement and anteceden…The Effect of a Market Orientation on Business Profitability (1990)The Effect of a Market Orient…Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level (1990)Internal marketing and organi…The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The SOCO Scale: A Measure of …Predicting market orientation through internal market orientation as culture and behaviour: an empirical application in Spanish hotels (2017)Predicting market orientation…Coefficient Alpha and the Internal Structure of Tests (1951)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Social desirability bias: A neglected aspect of validity testing (2000)The C-OAR-SE procedure for scale development in marketing (2002)Customer-based corporate reputation of a service firm: scale development and validation (2007)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1990The measurement and antecedents of affective, continuance and normative commitment to the organization11,669 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1990The Effect of a Market Orientation on Business Profitability4,254 cited
  • 1994Competitive Advantage Through People2,534 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1982The SOCO Scale: A Measure of the Customer Orientation of Salespeople1,055 cited
  • 2001Customer Orientation668 cited
  • 1990Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level635 cited
  • 2002Transformational Leadership in Work Groups559 cited
  • 2002Service Orientation of a Retailer's Business Strategy: Dimensions, Antecedents, and Performance Outcomes521 cited
  • 2002The employee-organization relationship, organizational citizenship behaviors, and superior service quality488 cited
  • 2004The Link Between Salespeople’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis

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477 cited
  • 2004Measuring Internal Market Orientation436 cited
  • 1997Effects of leadership style and anonymity on group potency and effectiveness in a group decision support system environment.420 cited
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    • 2017Predicting market orientation through internal market orientation as culture and behaviour: an empirical application in Spanish hotels25 cited