this work references cited by second hopReferences
- 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
- 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
- 1979Emotion Work, Feeling Rules, and Social Structure5,952 cited
- 2003Reconceptualizing Organizational Routines as a Source of Flexibility and Change4,008 cited
- 1994Putting the Service-Profit Chain to Work3,732 cited
- 1993Emotional Labor in Service Roles: The Influence of Identity3,271 cited
- 2003WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.2,283 cited
- 1985Restoring Our Competitive Edge: Competing through Manufacturing.2,212 cited
- 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
- 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
- 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
- 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
- 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
- 2004Organizational routines: a review of the literature1,277 cited
- 2006Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work