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Driving service effectiveness through employee-customer linkages

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References

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2010The Service Profit Chain1,034 cited
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1980Employee and Customer Perceptions of Service in Banks640 cited
1992A passion for service: Using content analysis to explicate service climate themes.367 cited
1996ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL363 cited

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2004The service volunteer – loyalty chain: an exploratory study of charitable not‐for‐profit service organizations125 cited
2013Do employees’ satisfied customers respond with an satisfactory relationship? The effects of employees’ satisfaction on customers’ satisfaction and loyalty in a family restaurant123 cited
2015Consumer-to-store employee and consumer-to-self-service technology (SST) interactions in a retail setting

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2008Supply Chain Resilience: Development of a Conceptual Framework, an Assessment Tool and an Implementation Process66 cited

2012The Relationships among Internal Marketing, Job Satisfaction, Relationship Marketing, Customer Orientation, and Organizational Performance: An Empirical Study of TFT‐LCD Companies in Taiwan61 cited

2005Managing Employees in the Service Sector: A Literature Review and Conceptual Development54 cited

2010Legends of Service Excellence: The Habits of Seven Highly Effective Hospitality Companies49 cited

2008A Service-Dominant Logic for Management Education: It's Time46 cited

2011The service climate‐firm performance chain: The role of customer retention45 cited

2006State of the psychological contract41 cited

2008How some service firms have become part of “service excellence” folklore40 cited

2017New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance39 cited

2006Aligning Internal Organizational Factors With a Service Excellence Mission38 cited

2021Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services37 cited