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Service Climate, Employee Identification, and Customer Outcomes in Hotel Property Rebrandings
16 references·0 citing·34 second hop
Service Climate, Employee Identification, and Customer Outcomes in Hotel Property Rebrandings (2006)Service Climate, Employee Identification,…Social Identity and Self-Categorization Processes in Organizational Contexts (2000)Social Identity and Self-Cate…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Organizational Images and Member Identification (1994)Organizational Images and Mem…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Alumni and their alma mater: A partial test of the reformulated model of organizational identification (1992)Alumni and their alma mater: …Zero defections: quality comes to services. (1990)Zero defections: quality come…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Social Identity Theory and the Organization (1989)Social Identity Theory and th…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Organizational Culture and Leadership (1986)Organizational Culture and Le…Social Identity and Intergroup Relations. (1985)Social Identity and Intergrou…In Search of Excellence: Lessons from America's Best-Run Companies. (1983)In Search of Excellence: Less…In search of excellence: Lessons from America's best- run companies (1983)In search of excellence: Less…Social identity and intergroup behaviour (1974)Social identity and intergrou…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)The Social Psychology of Organizations. (1979)Leadership and Performance beyond Expectations (1987)TOWARD A STEWARDSHIP THEORY OF MANAGEMENT (1997)Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility (2001)The Social Identity Theory of Intergroup Behavior (2004)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Crafting a Job: Revisioning Employees as Active Crafters of Their Work (2001)A Theory of Cognitive Dissonance (2017)A Theory of Social Comparison Processes (1954)The Presentation of Self in Everyday Life. (1956)Emotional Labor in Service Roles: The Influence of Identity (1993)On the meaning of work: A theoretical integration and review (2010)The Presentation of Self in Everyday Life (2023)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)Gender and leadership style: A meta-analysis. (1990)Is the Resource-Based "View" a Useful Perspective for Strategic Management Research? (2001)Dimensionalizing Cultures: The Hofstede Model in Context (2011)Core capabilities and core rigidities: A paradox in managing new product development (1992)Relative absorptive capacity and interorganizational learning (1998)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1986Organizational Culture and Leadership9,602 cited
  • 1989Social Identity Theory and the Organization7,973 cited
  • 1992Alumni and their alma mater: A partial test of the reformulated model of organizational identification5,770 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1994Organizational Images and Member Identification4,912 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1983In search of excellence: Lessons from America's best- run companies4,442 cited
  • 1974Social identity and intergroup behaviour4,072 cited
  • 2000Social Identity and Self-Categorization Processes in Organizational Contexts4,031 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1985Social Identity and Intergroup Relations.

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3,214 cited
  • 1983In Search of Excellence: Lessons from America's Best-Run Companies.3,107 cited
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