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Adding Value in Banking: Human Resource Innovations for Service Firms
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Adding Value in Banking: Human Resource Innovations for Service Firms (1996)Adding Value in Banking: Human Resource I…The impact of relational versus technological resources on e-loyalty: A comparative study between local, national and foreign branded banks (2018)The impact of relational vers…Service employees’ concurrent adaptive and unethical behaviors in complex or non-routine tasks: The effects of customer control and self-monitoring personality (2018)Service employees’ concurrent…The effects of general and firm-specific training on wages and performance: evidence from banking (2011)The effects of general and fi…Which management practices are contributory to service quality? (2008)Which management practices ar…Under Construction: The Continuing Evolution of Job Structures in Call Centers (2008)Under Construction: The Conti…Flexible work bundles and organizational competitiveness: a cross‐national study of the European work context (2005)Flexible work bundles and org…Options of strategic decision making in services (2003)Options of strategic decision…Quality training: findings from a European survey (2001)Quality training: findings fr…Pay Me Now or Pay Me Later (2001)Pay Me Now or Pay Me LaterIt's Not Just the ATMs: Technology, Firm Strategies, Jobs, and Earnings in Retail Banking (2001)It's Not Just the ATMs: Techn…The adoption of innovative work practices in service establishments (2000)The adoption of innovative wo…Internal Marketing (2000)Internal MarketingEffectiveness of Relational and Transactional cultures in commercial banking: putting client‐value into the competing values model (2000)Effectiveness of Relational a…Market Segmentation Strategies and Service Sector Productivity (1999)Market Segmentation Strategie…External effectiveness of service management A study of business‐to‐business relationships in Mexico, Canada and the USA (1999)External effectiveness of ser…Seven best practices for creating a sales culture: transitioning from an internally‐focused, transaction‐oriented culture to a customer‐focused, sales‐oriented culture (1998)Seven best practices for crea…In The Age of the Smart Machine: The Future of Work and Power. 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  • 2005Flexible work bundles and organizational competitiveness: a cross‐national study of the European work context173 cited
  • 2001It's Not Just the ATMs: Technology, Firm Strategies, Jobs, and Earnings in Retail Banking80 cited
  • 2011The effects of general and firm-specific training on wages and performance: evidence from banking61 cited
  • 2018The impact of relational versus technological resources on e-loyalty: A comparative study between local, national and foreign branded banks57 cited
  • 2008Which management practices are contributory to service quality?49 cited
  • 2001Quality training: findings from a European survey42 cited
  • 2008Under Construction: The Continuing Evolution of Job Structures in Call Centers41 cited
  • 1999External effectiveness of service management A study of business‐to‐business relationships in Mexico, Canada and the USA41 cited
  • 2000Effectiveness of Relational and Transactional cultures in commercial banking: putting client‐value into the competing values model41 cited
  • 1999Market Segmentation Strategies and Service Sector Productivity34 cited
  • 2000Internal Marketing34 cited
  • 2000The adoption of innovative work practices in service establishments34 cited
  • 2003Options of strategic decision making in services32 cited

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  • 1998Seven best practices for creating a sales culture: transitioning from an internally‐focused, transaction‐oriented culture to a customer‐focused, sales‐oriented culture30 cited
  • 2018Service employees’ concurrent adaptive and unethical behaviors in complex or non-routine tasks: The effects of customer control and self-monitoring personality28 cited
  • 2001Pay Me Now or Pay Me Later25 cited