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SERV∗OR: A managerial measure of organizational service-orientation · Study

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ArticleSERV∗OR: A managerial measure of organizational service-orientation

Richard S. Lytle1998

Article1998

SERV∗OR: A managerial measure of organizational service-orientation

Richard S. Lytle · Peter W. Hom · Michael P. Mokwa

402 citations·0/0 files stored·Journal of Retailing

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Customer Service Quality and Loyalty Service and Product Innovation Employee Performance and Motivation

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991Structural Equations with Latent Variables.1979A Paradigm for Developing Better Measures of Marketing Constructs 1993Organizational culture and leadership 1996The Behavioral Consequences of Service Quality 1986Organizational Culture and Leadership 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications

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2005Development of the servant leadership assessment instrument 2013Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate.2004Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant 2017Customer experience management in hospitality 2012Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?

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Details

Year1998

Typearticle

Published1998-09-01

VenueJournal of Retailing

ISSN-L0022-4359

Languageen

Citations402

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0022-4359(99)80104-3

openalex_workW1986709698

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2006Service Sabotage: A Study of Antecedents and Consequences

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