Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Front-line Employee versus Customer Perceptions of Quality Attributes

16 references·1 citing·39 second hop

FromToDepth

this work references cited by second hop

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
2025Advances in Consumer Research13,264 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1999Working with Emotional Intelligence6,248 cited
1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
1996SERVQUAL: review, critique, research agenda1,741 cited
1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
2000The determinants of perceived service quality and its relationship with satisfaction783 cited
1980Employee and Customer Perceptions of Service in Banks640 cited
2000A reliable and valid measurement scale for the perceived service quality of banks469 cited
2005Measuring service quality of banks: Scale development and validation426 cited
1996LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION426 cited
2009Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need Knowledge

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

406 cited

1992Human Resource Planning379 cited

Cited by

2019Exploring interventions to curb workplace deviance: lessons from Air India20 cited