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A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality
16 references·16 citing·31 second hopsampled
A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality (1995)A causal model to evaluate the relationsh…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Antecedents and Consequences of Salesperson Job Satisfaction: Meta-Analysis and Assessment of Causal Effects (1993)Antecedents and Consequences …Structural Equations with Latent Variables (1989)Structural Equations with Lat…Organizational commitment and job performance: It's the nature of the commitment that counts. (1989)Organizational commitment and…Antecedents and outcomes of organizational commitment (1989)Antecedents and outcomes of o…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…The Determinants of Salesperson Performance: A Meta-Analysis (1985)The Determinants of Salespers…A Review and Reconceptualization of Organizational Commitment (1985)A Review and Reconceptualizat…Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover. (1984)Employee-Organization Linkage…Employee—Organization Linkages: An Introduction (1982)Employee—Organization Linkage…Leadership in Organizations (1981)Leadership in OrganizationsReview of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Basic Marketing: A Managerial Approach (1978)Basic Marketing: A Managerial…Antecedents and Outcomes of Organizational Commitment (1977)Antecedents and Outcomes of O…Role Conflict and Ambiguity in Complex Organizations (1970)Role Conflict and Ambiguity i…Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident? (2020)Human staff vs. service robot…Never Too Much? The Curvilinear Relationship Between Empowering Leadership and Task Performance (2016)Never Too Much? The Curviline…Internal service quality as a driver of employee satisfaction, commitment and performance (2016)Internal service quality as a…Influence of organizational rewards on organizational commitment and turnover intentions (2016)Influence of organizational r…Positive effects of laissez-faire leadership: conceptual exploration (2015)Positive effects of laissez-f…The Effects of Transformational Leadership and Perceived Creativity on Innovation Behavior in the Hospitality Industry (2014)The Effects of Transformation…Service quality and turnover intentions as perceived by employees (2011)Service quality and turnover …Employee empowerment, job satisfaction and organizational commitment (2011)Employee empowerment, job sat…How to improve service quality: Internal marketing as a determining factor (2008)How to improve service qualit…A Multilevel Study of Antecedents and a Mediator of Employee—Organization Relationships (2007)A Multilevel Study of Anteced…The effects of work‐family conflict, emotional exhaustion, and intrinsic motivation on job outcomes of front‐line employees (2006)The effects of work‐family co…Does role clarity explain employee‐perceived service quality? (2006)Does role clarity explain emp…Delivering Quality Service (2005)Delivering Quality ServiceAntecedents and outcomes of service recovery performance in a public health‐care environment (2005)Antecedents and outcomes of s…Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks (2003)Antecedents and outcomes of s…Quality perceptions in the financial services sector (1996)Quality perceptions in the fi…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Testing the "side-bet theory" of organizational commitment: Some methodological considerations. (1984)Communication and Control Processes in the Delivery of Service Quality (1988)BEYOND SELF-MANAGEMENT: ANTECEDENTS AND CONSEQUENCES OF TEAM EMPOWERMENT. (1999)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)The measurement and antecedents of affective, continuance and normative commitment to the organization (1990)A three-component conceptualization of organizational commitment (1991)Personality and leadership: A qualitative and quantitative review. (2002)Authentic leadership development: Getting to the root of positive forms of leadership (2005)Ethical leadership: A social learning perspective for construct development and testing (2005)A Path Goal Theory of Leader Effectiveness (1971)Development and validation of work-family conflict and family-work conflict scales. (1996)Meta-Analytic review of leader-member exchange theory: Correlates and construct issues. (1997)The Changing Role of Marketing in the Corporation (1992)Competing through service: Insights from service-dominant logic (2006)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)PLS-SEM: Indeed a Silver Bullet (2011)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1989Structural Equations with Latent Variables17,500 cited
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 1970Role Conflict and Ambiguity in Complex Organizations5,257 cited
  • 1981Leadership in Organizations5,252 cited
  • 1984Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover.4,653 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1977Antecedents and Outcomes of Organizational Commitment2,203 cited
  • 1978Basic Marketing: A Managerial Approach1,663 cited
  • 1985A Review and Reconceptualization of Organizational Commitment1,643 cited
  • 1989Antecedents and outcomes of organizational commitment1,376 cited
  • 1989Organizational commitment and job performance: It's the nature of the commitment that counts.1,196 cited
  • 1985The Determinants of Salesperson Performance: A Meta-Analysis1,187 cited
  • 1993Antecedents and Consequences of Salesperson Job Satisfaction: Meta-Analysis and Assessment of Causal Effects

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1,066 cited
  • 1982Employee—Organization Linkages: An Introduction879 cited
  • Cited by

    • 2006The effects of work‐family conflict, emotional exhaustion, and intrinsic motivation on job outcomes of front‐line employees247 cited
    • 2006Does role clarity explain employee‐perceived service quality?218 cited
    • 2020Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?190 cited
    • 2016Internal service quality as a driver of employee satisfaction, commitment and performance165 cited
    • 2016Influence of organizational rewards on organizational commitment and turnover intentions154 cited
    • 2015Positive effects of laissez-faire leadership: conceptual exploration150 cited
    • 2003Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks146 cited
    • 2016Never Too Much? The Curvilinear Relationship Between Empowering Leadership and Task Performance125 cited
    • 2005Delivering Quality Service123 cited
    • 2005Antecedents and outcomes of service recovery performance in a public health‐care environment119 cited
    • 2008How to improve service quality: Internal marketing as a determining factor110 cited
    • 1996Quality perceptions in the financial services sector108 cited
    • 2007A Multilevel Study of Antecedents and a Mediator of Employee—Organization Relationships106 cited
    • 2014The Effects of Transformational Leadership and Perceived Creativity on Innovation Behavior in the Hospitality Industry102 cited
    • 2011Service quality and turnover intentions as perceived by employees96 cited
    • 2011Employee empowerment, job satisfaction and organizational commitment94 cited