Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

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

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

16 references·16 citing·37 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1991Structural Equations with Latent Variables.17,443 cited
1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
1993Organizational culture and leadership16,462 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1986Organizational Culture and Leadership9,602 cited
1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
1982Mail and Telephone Surveys: The Total Design Method.6,852 cited
1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
1979Mail and Telephone Surveys: The Total Design Method.5,023 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1988The Empowerment Process: Integrating Theory and Practice

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

4,310 cited

1994Putting the Service-Profit Chain to Work3,732 cited

Cited by

2005Development of the servant leadership assessment instrument457 cited
2013Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate.386 cited
2004Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant381 cited
2017Customer experience management in hospitality360 cited
2012Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?340 cited
2006Service Sabotage: A Study of Antecedents and Consequences338 cited
2002Exploring Service Sabotage333 cited
2013A Service Climate Synthesis and Future Research Agenda319 cited
2009The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective312 cited
2012Strategic orientations, marketing capabilities and firm performance: An empirical investigation in the context of frontline managers in service organizations285 cited
2006Service orientation and performance: an organizational perspective264 cited
2006Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior252 cited
2009Examining the Impact of Servant Leadership on Salesperson’s Turnover Intention232 cited
2010Service Worker Burnout and Turnover Intentions: Roles of Person-Job Fit, Servant Leadership, and Customer Orientation216 cited
2006What factors influence customer‐oriented prosocial behavior of customer‐contact employees?210 cited
2012Any way goes: Identifying value constellations for service infusion in SMEs208 cited