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The effects of selected antecedents on the service recovery performance of frontline employees
16 references·16 citing·43 second hopsampled
The effects of selected antecedents on the service recovery performance of frontline employees (2006)The effects of selected antecedents on th…One Road to Turnover: An Examination of Work Exhaustion in Technology Professionals1 (2000)One Road to Turnover: An Exam…Emotional exhaustion as a predictor of job performance and voluntary turnover. (1998)Emotional exhaustion as a pre…Common Methods Bias: Does Common Methods Variance Really Bias Results? (1998)Common Methods Bias: Does Com…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction (1996)The effects of perceived co-w…A meta-analytic examination of the correlates of the three dimensions of job burnout. (1996)A meta-analytic examination o…Antecedents and Consequences of Salesperson Job Satisfaction: Meta-Analysis and Assessment of Causal Effects (1993)Antecedents and Consequences …A Review and an Integration of Research on Job Burnout (1993)A Review and an Integration o…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 …A META‐ANALYSIS OF SELF‐SUPERVISOR, SELF‐PEER, AND PEER‐SUPERVISOR RATINGS (1988)A META‐ANALYSIS OF SELF‐SUPER…The Determinants of Salesperson Performance: A Meta-Analysis (1985)The Determinants of Salespers…A meta-analysis and conceptual critique of research on role ambiguity and role conflict in work settings (1985)A meta-analysis and conceptua…The measurement of experienced burnout (1981)The measurement of experience…Role Conflict and Ambiguity in Complex Organizations (1970)Role Conflict and Ambiguity i…What is job satisfaction? (1969)What is job satisfaction?Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC (2021)Service recovery performance …Competitive Productivity (CP) at macro–meso–micro levels (2019)Competitive Productivity (CP)…Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture (2018)Transformational leadership a…The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors (2017)The moderating effect of supe…Leader–Member Exchange (LMX) and Frontline Employees’ Service-Oriented Organizational Citizenship Behavior in the Foodservice Context: Exploring the Moderating Role of Work Status (2017)Leader–Member Exchange (LMX) …Factors affecting service recovery performance and customer service employees (2016)Factors affecting service rec…Frontline Service Employee Compliance With Customer Special Requests (2015)Frontline Service Employee Co…Error Recovery Performance (2015)Error Recovery PerformanceIncreasing Job Performance and Reducing Turnover: An Examination of Female Chinese Salespeople (2012)Increasing Job Performance an…Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance (2012)Employee emotional response t…Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies (2011)Service recovery, satisfactio…Employees' external representation of their workplace: Key antecedents (2011)Employees' external represent…Service recovery expectation model – from the perspectives of consumers (2009)Service recovery expectation …Outcomes of customer verbal aggression among hotel employees (2009)Outcomes of customer verbal a…Attitudinal and behavioral consequences of work‐family conflict and family‐work conflict (2008)Attitudinal and behavioral co…The Impact of Self-Efficacy on Job Outcomes of Hotel Employees (2007)The Impact of Self-Efficacy o…Motivation through the design of work: test of a theory (1976)Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover. 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(2000)Emotional Labor and Burnout: Comparing Two Perspectives of “People Work” (2002)WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. (2003)Stress: Appraisal and Coping (2013)The Framing of Decisions and the Psychology of Choice (1981)Burnout and Engagement in University Students (2002)Early predictors of job burnout and engagement. (2008)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)The Commitment-Trust Theory of Relationship Marketing (1994)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Staff Burn‐Out (1974)Development of the Job Diagnostic Survey. 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References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1981The measurement of experienced burnout14,480 cited
  • 1989LISREL 7 : user's reference guide6,783 cited
  • 1970Role Conflict and Ambiguity in Complex Organizations5,257 cited
  • 1996A meta-analytic examination of the correlates of the three dimensions of job burnout.3,258 cited
  • 1969What is job satisfaction?2,766 cited
  • 1993A Review and an Integration of Research on Job Burnout2,618 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 1985A meta-analysis and conceptual critique of research on role ambiguity and role conflict in work settings1,818 cited
  • 1998Emotional exhaustion as a predictor of job performance and voluntary turnover.1,680 cited
  • 1998Common Methods Bias: Does Common Methods Variance Really Bias Results?1,380 cited
  • 1985The Determinants of Salesperson Performance: A Meta-Analysis1,187 cited
  • 1988A META‐ANALYSIS OF SELF‐SUPERVISOR, SELF‐PEER, AND PEER‐SUPERVISOR RATINGS1,080 cited
  • 1993Antecedents and Consequences of Salesperson Job Satisfaction: Meta-Analysis and Assessment of Causal Effects1,066 cited
  • 2000

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One Road to Turnover: An Examination of Work Exhaustion in Technology Professionals1
948 cited
  • 1996The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction877 cited
  • Cited by

    • 2008Attitudinal and behavioral consequences of work‐family conflict and family‐work conflict192 cited
    • 2009Outcomes of customer verbal aggression among hotel employees190 cited
    • 2018Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture141 cited
    • 2021Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC62 cited
    • 2019Competitive Productivity (CP) at macro–meso–micro levels62 cited
    • 2011Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies57 cited
    • 2015Frontline Service Employee Compliance With Customer Special Requests55 cited
    • 2015Error Recovery Performance52 cited
    • 2007The Impact of Self-Efficacy on Job Outcomes of Hotel Employees48 cited
    • 2009Service recovery expectation model – from the perspectives of consumers48 cited
    • 2012Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance44 cited
    • 2017Leader–Member Exchange (LMX) and Frontline Employees’ Service-Oriented Organizational Citizenship Behavior in the Foodservice Context: Exploring the Moderating Role of Work Status41 cited
    • 2012Increasing Job Performance and Reducing Turnover: An Examination of Female Chinese Salespeople39 cited
    • 2016Factors affecting service recovery performance and customer service employees39 cited
    • 2017The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors35 cited
    • 2011Employees' external representation of their workplace: Key antecedents35 cited