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Services Management Research

16 references·16 citing·44 second hopsampled

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1989Conservation of resources: A new attempt at conceptualizing stress.18,137 cited
2003Evolving to a New Dominant Logic for Marketing14,777 cited
1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity14,745 cited
1984Research in Organizational Behavior10,806 cited
1986Organizational Culture and Leadership9,602 cited
1990The Effect of a Market Orientation on Business Profitability7,973 cited
1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
1999Whence Consumer Loyalty?7,319 cited
1979Mixing Qualitative and Quantitative Methods: Triangulation in Action7,082 cited
2000Multilevel Theory, Research, and Methods in Organizations: Foundations, Extensions, and New Directions4,907 cited
1999Whence Consumer Loyalty?4,891 cited
1987THE PEOPLE MAKE THE PLACE4,610 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1990Market Orientation: The Construct, Research Propositions, and Managerial Implications4,123 cited

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2014Experimental evidence of massive-scale emotional contagion through social networks3,683 cited

Cited by

2016Managing service employees: literature review, expert opinions, and research directions137 cited
2021Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review122 cited
2015Employee Emotional Competence105 cited
2017Servant leadership as a driver of employee service performance: Test of a trickle-down model and its boundary conditions80 cited
2021Are customer reviews just reviews? Hotel forecasting using sentiment analysis63 cited
2017How and when service-oriented high-performance work systems foster employee service performance47 cited
2021Service-oriented high-performance work systems and service role performance: Applying an integrated extended self and psychological ownership framework38 cited
2016Customer response to interactional service experience36 cited
2023SDG commentary: economic services for work and growth for all humans34 cited
2021Employee engagement and the service profit chain in a quick-service restaurant organization31 cited
2017The curious case of interdisciplinary research deficiency: Cause or symptom of what truly ails us?27 cited
2017What matters most in the service-profit chain? An empirical test in a restaurant company27 cited
2022Customer courtesy and service performance: The roles of self‐efficacy and social context25 cited
2022Fostering engagement among emotionally exhausted frontline employees in financial services sector25 cited
2023Servant leadership and customer service performance: testing social learning and social exchange-informed motivational pathways24 cited
2018When lock-ins impede value co-creation in service21 cited