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Employee attitude towards customers and customer care challenges in banks
16 references·2 citing·31 second hop
Employee attitude towards customers and customer care challenges in banks (2004)Employee attitude towards customers and c…Critical Incident Technique (2007)Critical Incident TechniqueCulture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations (2002)Culture's Consequences: Compa…Rediscovering Satisfaction (1999)Rediscovering SatisfactionCustomer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Competitive advantage: creating and sustaining superior performance (1998)Competitive advantage: creati…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …The profitable art of service recovery. (1990)The profitable art of service…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…Competitive Advantage: Creating and Sustaining Superior Performance (1985)Competitive Advantage: Creati…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Conflict and Conflict Management. (1981)Conflict and Conflict Managem…Employee and Customer Perceptions of Service in Banks (1980)Employee and Customer Percept…Work and motivation (1964)Work and motivationThe critical incident technique. (1954)The critical incident techniq…Science and Human Behavior (1953)Science and Human BehaviorTowards achieving strong customer loyalty in the financial services industry (2018)Towards achieving strong cust…Psychometric Properties of Organisational Structure Scale in the Malaysian Public Service Agencies: Preliminary Results (2010)Psychometric Properties of Or…SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Technology Infusion in Service Encounters (2000)Customer repurchase intention (2003)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Commitment-Trust Theory of Relationship Marketing (1994)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)A meta-analytic review of experiments examining the effects of extrinsic rewards on intrinsic motivation. (1999)Intrinsic and Extrinsic Motivations: Classic Definitions and New Directions (2000)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)The theory of planned behavior (1991)Self‐determination theory and work motivation (2005)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Upper Echelons Theory: An Update (2007)The weirdest people in the world? (2010)Dimensionalizing Cultures: The Hofstede Model in Context (2011)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)Corporate reputation and sustained superior financial performance (2002)Business Model Design: An Activity System Perspective (2009)The Business Model: Recent Developments and Future Research (2011)THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE. (1995)Toward a New Conception of the Environment-Competitiveness Relationship (1995)Exploring internal stickiness: Impediments to the transfer of best practice within the firm (1996)
this work references cited by second hop

References

  • 2002Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations21,666 cited
  • 1985Competitive Advantage: Creating and Sustaining Superior Performance14,723 cited
  • 1964Work and motivation10,436 cited
  • 1953Science and Human Behavior8,944 cited
  • 1954The critical incident technique.8,184 cited
  • 1998Competitive advantage: creating and sustaining superior performance5,791 cited
  • 2007Critical Incident Technique5,287 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
  • 1981Conflict and Conflict Management.985 cited
  • 1999Rediscovering Satisfaction689 cited
  • 1980

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Employee and Customer Perceptions of Service in Banks
640 cited

Cited by

  • 2018Towards achieving strong customer loyalty in the financial services industry29 cited
  • 2010Psychometric Properties of Organisational Structure Scale in the Malaysian Public Service Agencies: Preliminary Results5 cited