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Effects of Job Standardization and Job Satisfaction on Service Quality
16 references·0 citing·39 second hop
Effects of Job Standardization and Job Satisfaction on Service Quality (2004)Effects of Job Standardization and Job Sa…Using LISREL for Structural Equation Modeling: A Researcher′s Guide (1998)Using LISREL for Structural E…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)The Dimensions, Antecedents, …Marketing for Hospitality and Tourism (1995)Marketing for Hospitality and…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…LISREL 7 : user's reference guide (1989)LISREL 7 : user's reference g…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…What is job satisfaction? (1969)What is job satisfaction?A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)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)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)New Patterns of Management. (1962)Work and the Nature of Man. (1967)Employee reactions to job characteristics. (1971)Intermediate linkages in the relationship between job satisfaction and employee turnover. (1977)Management and the Worker (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)Construct validity in psychological tests. (1955)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Commitment-Trust Theory of Relationship Marketing (1994)The Presentation of Self in Everyday Life. (1956)Stress, social support, and the buffering hypothesis. (1985)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)Emotional Labor and Burnout: Comparing Two Perspectives of “People Work” (2002)The dimensionality and antecedents of emotional labor strategies (2004)The Presentation of Self in Everyday Life (2023)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)PLS-SEM: Indeed a Silver Bullet (2011)lavaan : An R Package for Structural Equation Modeling (2012)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 1989LISREL 7 : user's reference guide6,783 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1969What is job satisfaction?2,766 cited
  • 1996The Dimensions, Antecedents, and Consequences of Emotional Labor2,547 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1998Using LISREL for Structural Equation Modeling: A Researcher′s Guide2,007 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation

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1,920 cited
  • 1995Marketing for Hospitality and Tourism1,885 cited
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