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Serving multiple masters: role conflict experienced by service employees

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References

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1970Role Conflict and Ambiguity in Complex Organizations5,257 cited
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1995A META‐ANALYTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR3,226 cited
1983Job Satisfaction and the Good Soldier: The Relationship Between Affect and Employee "Citizenship".2,838 cited
1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
1985A meta-analysis and conceptual critique of research on role ambiguity and role conflict in work settings1,818 cited
1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
1975On the Folly of Rewarding A, While Hoping for B.1,584 cited
1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1953Assessing similarity between profiles.1,150 cited
1955The Construction of a New Type of Attitude Measure1

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678 cited

1980Employee and Customer Perceptions of Service in Banks640 cited

1994Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives608 cited

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