Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

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

Tailoring to Customers’ Needs

16 references·16 citing·43 second hopsampled

FromToDepth

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
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1995PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION.7,411 cited
1994DETERMINANTS OF INNOVATIVE BEHAVIOR: A PATH MODEL OF INDIVIDUAL INNOVATION IN THE WORKPLACE.6,061 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1996EMPLOYEE CREATIVITY: PERSONAL AND CONTEXTUAL FACTORS AT WORK.3,745 cited
2006Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research3,226 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
2001WHEN JOB DISSATISFACTION LEADS TO CREATIVITY: ENCOURAGING THE EXPRESSION OF VOICE.2,790 cited
2000Proactive Behavior in Organizations2,695 cited
2004The Effects of Personal and Contextual Characteristics on Creativity: Where Should We Go from Here?2,675 cited
1986Recent Developments in Role Theory2,346 cited
2002Understanding Relationship Marketing Outcomes2,299 cited
2005Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate.

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

2,274 cited

2006Modeling the antecedents of proactive behavior at work.2,006 cited

1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited

Cited by

2016Managing service employees: literature review, expert opinions, and research directions137 cited
2017Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter106 cited
2018Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction104 cited
2020A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture84 cited
2016Frontline employees' participation in service innovation implementation: The role of perceived external reputation63 cited
2018The Complementarity of Frontline Service Employee Creativity and Attention to Detail in Service Delivery59 cited
2020Frontline employee empowerment: Scale development and validation using Confirmatory Composite Analysis56 cited
2022“Wow! It’s Cool”: How Brand Coolness Affects the Customer Psychological Well-Being Through Brand Love and Brand Engagement55 cited
2015Frontline Service Employee Compliance With Customer Special Requests55 cited
2018The importance of customer’s perception of salesperson’s empathy in selling48 cited
2019High-performance work systems, management team flexibility, employee flexibility and service-oriented organizational citizenship behaviors47 cited
2021Managing internal service quality in hotels: Determinants and implications47 cited
2021Applying Expanded Servicescape to the Hotel Industry46 cited
2017Does big data analytics influence frontline employees in services marketing?43 cited
2016Midstream social marketing and the co-creation of public services42 cited
2021The effects of empowering leadership on employee adaptiveness in luxury hotel services: Evidence from a mixed-methods research42 cited