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Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes
16 references·16 citing·43 second hopsampled
Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes (2006)Employee versus supervisor ratings of per…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…A personality trait-based interactionist model of job performance. (2003)A personality trait-based int…Strengthening the Satisfaction-Profit Chain (2000)Strengthening the Satisfactio…Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research (2000)Organizational Citizenship Be…TAKING CHARGE AT WORK: EXTRAROLE EFFORTS TO INITIATE WORKPLACE CHANGE. (1999)TAKING CHARGE AT WORK: EXTRAR…Customer Satisfaction and Word of Mouth (1998)Customer Satisfaction and Wor…Assessing Measurement Invariance in Cross‐National Consumer Research (1998)Assessing Measurement Invaria…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…Understanding performance appraisal: social, organizational, and goal-based perspectives (1995)Understanding performance app…ROLE DEFINITIONS AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR: THE IMPORTANCE OF THE EMPLOYEE'S PERSPECTIVE. (1994)ROLE DEFINITIONS AND ORGANIZA…Personnel Selection in Organizations (1993)Personnel Selection in Organi…Expanding the Criterion Domain to Include Elements of Contextual Performance (1993)Expanding the Criterion Domai…Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors (1991)Job Satisfaction and Organiza…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 …Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance (2020)Hospitality employee’s mindfu…Attitudinal and behavioral outcomes of work-life balance among hotel employees: The mediating role of psychological contract breach (2020)Attitudinal and behavioral ou…A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture (2020)A Meta-Analysis of Frontline …Unraveling the black box (2018)Unraveling the black boxInvestigating Key Antecedents and Outcomes of Employee‐based Brand Equity (2018)Investigating Key Antecedents…High-performance work practices and hotel employee outcomes (2018)High-performance work practic…Initiating structure leadership and employee behaviors: The role of perceived organizational support, affective commitment and leader–member exchange (2017)Initiating structure leadersh…Psychological contract breach's antecedents and outcomes in salespeople: The roles of psychological climate, job attitudes, and turnover intention (2015)Psychological contract breach…The role of brand communications on front line service employee beliefs, behaviors, and performance (2014)The role of brand communicati…Services Management Research (2014)Services Management ResearchPerceptions of organizational politics and hotel employee outcomes (2013)Perceptions of organizational…Does hope moderate the impact of job burnout on frontline bank employees’ in‐role and extra‐role performances? (2013)Does hope moderate the impact…Role Stressors and Retail Performance: The Role of Perceived Competitive Climate (2009)Role Stressors and Retail Per…Scientific method and retailing research: A retrospective (2008)Scientific method and retaili…If employees “go the extra mile,” do customers reciprocate with similar behavior? (2008)If employees “go the extra mi…Six strategies for competing through service: An agenda for future research (2007)Six strategies for competing …Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover. (1984)Research in Organizational Behavior (1984)Organizational Citizenship Behavior: The Good Soldier Syndrome. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS. (1995)Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. (2001)Exchange and Power in Social Life. (1965)Self-Reports in Organizational Research: Problems and Prospects (1986)Ethical leadership: A social learning perspective for construct development and testing (2005)Ethical leadership: A review and future directions (2006)Handbook of Industrial and Organizational Psychology. (1977)Motivation and Personality (1997)A Cross-Level Perspective on Employee Creativity: Goal Orientation, Team Learning Behavior, and Individual Creativity (2009)Knowledge sharing: A review and directions for future research (2009)The bright and dark sides of leader traits: A review and theoretical extension of the leader trait paradigm (2009)Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Limited-dependent and qualitative variables in econometrics (1983)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Using Online Conversations to Study Word-of-Mouth Communication (2004)What Makes Online Content Viral? (2011)Consumer Ethnocentrism: Construction and Validation of the CETSCALE (1987)Structural Model Evaluation and Modification: An Interval Estimation Approach (1990)Structural Equations with Latent Variables. (1991)Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model (2004)Measurement invariance conventions and reporting: The state of the art and future directions for psychological research (2016)Testing measurement invariance of composites using partial least squares (2016)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Common Method Bias in PLS-SEM (2015)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)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)Aging, Adult Development, and Work Motivation (2004)Performance management and employee engagement (2010)Social Exchange Theory: A Critical Review with Theoretical Remedies (2017)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1989LISREL 7 : user's reference guide6,783 cited
  • 1991Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors6,266 cited
  • 2000Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research5,889 cited
  • 1998Assessing Measurement Invariance in Cross‐National Consumer Research4,759 cited
  • 1993Expanding the Criterion Domain to Include Elements of Contextual Performance2,797 cited
  • 2003A personality trait-based interactionist model of job performance.2,238 cited
  • 1998Customer Satisfaction and Word of Mouth2,105 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
  • 1999TAKING CHARGE AT WORK: EXTRAROLE EFFORTS TO INITIATE WORKPLACE CHANGE.1,635 cited
  • 1993Personnel Selection in Organizations1,613 cited
  • 2000Strengthening the Satisfaction-Profit Chain1,537 cited

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

  • 1994ROLE DEFINITIONS AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR: THE IMPORTANCE OF THE EMPLOYEE'S PERSPECTIVE.1,255 cited
  • 1995Understanding performance appraisal: social, organizational, and goal-based perspectives1,088 cited
  • Cited by

    • 2014The role of brand communications on front line service employee beliefs, behaviors, and performance158 cited
    • 2013Perceptions of organizational politics and hotel employee outcomes141 cited
    • 2007Six strategies for competing through service: An agenda for future research128 cited
    • 2008If employees “go the extra mile,” do customers reciprocate with similar behavior?125 cited
    • 2015Psychological contract breach's antecedents and outcomes in salespeople: The roles of psychological climate, job attitudes, and turnover intention113 cited
    • 2009Role Stressors and Retail Performance: The Role of Perceived Competitive Climate108 cited
    • 2018High-performance work practices and hotel employee outcomes102 cited
    • 2018Unraveling the black box99 cited
    • 2017Initiating structure leadership and employee behaviors: The role of perceived organizational support, affective commitment and leader–member exchange89 cited
    • 2020Attitudinal and behavioral outcomes of work-life balance among hotel employees: The mediating role of psychological contract breach88 cited
    • 2020Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance87 cited
    • 2014Services Management Research87 cited
    • 2008Scientific method and retailing research: A retrospective86 cited
    • 2020A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture84 cited
    • 2013Does hope moderate the impact of job burnout on frontline bank employees’ in‐role and extra‐role performances?82 cited
    • 2018Investigating Key Antecedents and Outcomes of Employee‐based Brand Equity80 cited