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Service Quality: The Key Role of Service Climate and Service Behavior of Boundary Employee Units

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References

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2005Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate.2,274 cited
1982Aggregation bias in estimates of perceptual agreement.2,139 cited
2017Professional Burnout: Recent Developments in Theory and Research1,894 cited
1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
1985

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Employee and customer perceptions of service in banks: Replication and extension.

1,353 cited

1990Relationship approach to marketing in service contexts: The marketing and organizational behavior interface1,327 cited

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