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The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions.
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The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions. (1997)The Dynamics of Service: Reflections on t…Meaningful Work and Workplace Democracy (2014)Meaningful Work and Workplace…Effects of perceived employee emotional competence on customer satisfaction and loyalty (2013)Effects of perceived employee…Linking capacities of high‐quality relationships to team learning and performance in service organizations (2011)Linking capacities of high‐qu…BEYOND PERSONALITY TRAITS: A STUDY OF PERSONALITY STATES AND SITUATIONAL CONTINGENCIES IN CUSTOMER SERVICE JOBS (2011)BEYOND PERSONALITY TRAITS: A …When the customer is wrong: A review of research on aggression and sexual harassment in service encounters (2008)When the customer is wrong: A…The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi‐level analysis (2006)The effects of service climat…Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior. (2006)Effects of service provider a…Customer loyalty to one service worker: Should it be discouraged? (2006)Customer loyalty to one servi…Managing service quality in banks: customers’ gender effects (2004)Managing service quality in b…The viability of alternative call centre production models (2002)The viability of alternative …Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter? (2001)Emotional Labor, Burnout, and…Customer relationships with service personnel: do we measure closeness, quality or strength? (2001)Customer relationships with s…Evolving high commitment management and the experience of the RAC call centre (2000)Evolving high commitment mana…A customer‐service worker relationship model (2000)A customer‐service worker rel…IT and organizational change in digital economies (1999)IT and organizational change …Emotional Labor in Service Work (1999)Emotional Labor in Service Wo…Exchange and Power in Social Life. (1965)The Social Psychology of Organizations. 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  • 2001Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter?553 cited
  • 2008When the customer is wrong: A review of research on aggression and sexual harassment in service encounters345 cited
  • 1999Emotional Labor in Service Work285 cited
  • 2002The viability of alternative call centre production models273 cited
  • 2000A customer‐service worker relationship model217 cited
  • 1999IT and organizational change in digital economies214 cited
  • 2006Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior.201 cited
  • 2013Effects of perceived employee emotional competence on customer satisfaction and loyalty170 cited
  • 2001Customer relationships with service personnel: do we measure closeness, quality or strength?165 cited
  • 2006Customer loyalty to one service worker: Should it be discouraged?140 cited
  • 2000Evolving high commitment management and the experience of the RAC call centre127 cited
  • 2006The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi‐level analysis114 cited
  • 2011BEYOND PERSONALITY TRAITS: A STUDY OF PERSONALITY STATES AND SITUATIONAL CONTINGENCIES IN CUSTOMER SERVICE JOBS110 cited

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  • 2004Managing service quality in banks: customers’ gender effects107 cited
  • 2014Meaningful Work and Workplace Democracy105 cited
  • 2011Linking capacities of high‐quality relationships to team learning and performance in service organizations105 cited