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The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi‐level analysis
16 references·16 citing·37 second hopsampled
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 climate and the ef…Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis. (2000)Within-group agreement, non-i…Multilevel Theory, Research, and Methods in Organizations: Foundations, Extensions, and New Directions (2000)Multilevel Theory, Research, …Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…Organizational Citizenship Behavior: It's Construct Clean-Up Time (1997)Organizational Citizenship Be…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…Social exchange in organizations: Perceived organizational support, leader–member exchange, and employee reciprocity. (1996)Social exchange in organizati…Relationship Marketing of Services--Growing Interest, Emerging Perspectives (1995)Relationship Marketing of Ser…rwg: An assessment of within-group interrater agreement. (1993)rwg: An assessment of within-…Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors (1990)Transformational leader behav…Organizational Citizenship Behavior: The Good Soldier Syndrome. (1988)Organizational Citizenship Be…Aggregation bias in estimates of perceptual agreement. (1982)Aggregation bias in estimates…Leadership in Organizations (1981)Leadership in OrganizationsSubstitutes for leadership: Their meaning and measurement (1978)Substitutes for leadership: T…A Path Goal Theory of Leader Effectiveness (1971)A Path Goal Theory of Leader …A Theory of Leadership Effectiveness (1969)A Theory of Leadership Effect…A Theory of Leadership Effectiveness. (1968)A Theory of Leadership Effect…The Trickle-Down Effects of Inclusive Leadership on Employees’ Innovative Behavior: The Joint Moderating Effects of Vicarious Learning and Organizational Inclusion Climate (2021)The Trickle-Down Effects of I…Assessing the effects of workforce diversity on project productivity performance for sustainable workplace in the construction industry (2020)Assessing the effects of work…Multilevel Impacts of Transformational Leadership on Service Quality: Evidence From China (2019)Multilevel Impacts of Transfo…The effect of ethical leadership on service sabotage (2018)The effect of ethical leaders…Is role stress always harmful? Differentiating role overload and role ambiguity in the challenge-hindrance stressors framework (2018)Is role stress always harmful…Hospitality service climate, employee service orientation, career aspiration and performance: A moderated mediation model (2017)Hospitality service climate, …Do sales and service compete? The impact of multiple psychological climates on frontline employee performance (2017)Do sales and service compete?…Task and person-focused leadership behaviors and team performance: A meta-analysis (2016)Task and person-focused leade…Services Management Research (2014)Services Management ResearchRelationship between transformational leadership behaviors and manufacturing strategy (2014)Relationship between transfor…How and when the effect of ethical leadership occurs? A multilevel analysis in the Chinese hospitality industry (2014)How and when the effect of et…The role of employee job satisfaction in strengthening customer repurchase intentions (2013)The role of employee job sati…Change the Referent? A Meta-Analytic Investigation of Direct and Referent-Shift Consensus Models for Organizational Climate (2013)Change the Referent? A Meta-A…Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross-Level Study1 (2011)Linking Service Climate and D…LMX quality, supervisory communication and team‐oriented commitment (2009)LMX quality, supervisory comm…A LONGITUDINAL EXAMINATION OF CONCOMITANT CHANGES IN TEAM LEADERSHIP AND CUSTOMER SATISFACTION (2008)A LONGITUDINAL EXAMINATION OF…Role Conflict and Ambiguity in Complex Organizations (1970)Toward a Behavioral Theory of Charismatic Leadership in Organizational Settings (1987)CONFIGURATIONAL APPROACHES TO ORGANIZATIONAL ANALYSIS. (1993)Does the transactional-transformational leadership paradigm transcend organizational and national boundaries? (1997)The Social Psychology of Organizations. 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(1995)Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research (2000)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Zero defections: quality comes to services. (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Understanding Relationship Marketing Outcomes (2002)Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand (2011)The Ripple Effect: Emotional Contagion and its Influence on Group Behavior (2002)THE ANTECEDENTS, CONSEQUENCES, AND MEDIATING ROLE OF ORGANIZATIONAL AMBIDEXTERITY. (2004)CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT (2005)Personality and leadership: A qualitative and quantitative review. (2002)Authentic leadership development: Getting to the root of positive forms of leadership (2005)Ethical leadership: A social learning perspective for construct development and testing (2005)Gender and leadership style: A meta-analysis. (1990)The female leadership advantage: An evaluation of the evidence (2003)The Gender and Ethnic Diversity of US Boards and Board Committees and Firm Financial Performance (2010)The Social Scientific Study of Leadership: Quo Vadis? (1997)Self‐determination theory and work motivation (2005)Social Exchange Theory: An Interdisciplinary Review (2005)Enhancing the Effectiveness of Work Groups and Teams (2006)Answers to 20 Questions About Interrater Reliability and Interrater Agreement (2007)What's the difference? diversity constructs as separation, variety, or disparity in organizations (2007)
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References

  • 1990Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors5,622 cited
  • 1988Organizational Citizenship Behavior: The Good Soldier Syndrome.5,591 cited
  • 1981Leadership in Organizations5,252 cited
  • 2000Multilevel Theory, Research, and Methods in Organizations: Foundations, Extensions, and New Directions4,907 cited
  • 2000Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis.3,573 cited
  • 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
  • 1969A Theory of Leadership Effectiveness3,161 cited
  • 1971A Path Goal Theory of Leader Effectiveness3,052 cited
  • 1997Organizational Citizenship Behavior: It's Construct Clean-Up Time2,810 cited
  • 1968A Theory of Leadership Effectiveness.2,529 cited
  • 1993rwg: An assessment of within-group interrater agreement.2,221 cited
  • 1982Aggregation bias in estimates of perceptual agreement.2,139 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 1996Social exchange in organizations: Perceived organizational support, leader–member exchange, and employee reciprocity.1,896 cited

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1978
Substitutes for leadership: Their meaning and measurement
1,746 cited
  • 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
  • Cited by

    • 2013Change the Referent? A Meta-Analytic Investigation of Direct and Referent-Shift Consensus Models for Organizational Climate115 cited
    • 2016Task and person-focused leadership behaviors and team performance: A meta-analysis108 cited
    • 2014Services Management Research87 cited
    • 2018Is role stress always harmful? Differentiating role overload and role ambiguity in the challenge-hindrance stressors framework82 cited
    • 2014How and when the effect of ethical leadership occurs? A multilevel analysis in the Chinese hospitality industry73 cited
    • 2013The role of employee job satisfaction in strengthening customer repurchase intentions65 cited
    • 2008A LONGITUDINAL EXAMINATION OF CONCOMITANT CHANGES IN TEAM LEADERSHIP AND CUSTOMER SATISFACTION54 cited
    • 2014Relationship between transformational leadership behaviors and manufacturing strategy53 cited
    • 2017Hospitality service climate, employee service orientation, career aspiration and performance: A moderated mediation model53 cited
    • 2021The Trickle-Down Effects of Inclusive Leadership on Employees’ Innovative Behavior: The Joint Moderating Effects of Vicarious Learning and Organizational Inclusion Climate52 cited
    • 2018The effect of ethical leadership on service sabotage48 cited
    • 2017Do sales and service compete? The impact of multiple psychological climates on frontline employee performance46 cited
    • 2009LMX quality, supervisory communication and team‐oriented commitment39 cited
    • 2011Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross-Level Study139 cited
    • 2020Assessing the effects of workforce diversity on project productivity performance for sustainable workplace in the construction industry39 cited
    • 2019Multilevel Impacts of Transformational Leadership on Service Quality: Evidence From China35 cited