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Job standardization and service quality: The mediating role of prosocial service behaviors

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References

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1988On the Evaluation of Structural Equation Models26,139 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1993Market Orientation: Antecedents and Consequences7,032 cited
2017The Motivation to Work5,564 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1984Estimating within-group interrater reliability with and without response bias.4,773 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
1985Problems and Strategies in Services Marketing2,819 cited
1982Aggregation bias in estimates of perceptual agreement.2,139 cited

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1986

Prosocial Organizational Behaviors

2,093 cited

1988Communication and Control Processes in the Delivery of Service Quality2,030 cited

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