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Employee commitment to the organization and customer reactions: mapping the linkages

16 references·16 citing·38 second hopsampled

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References

1994The Commitment-Trust Theory of Relationship Marketing22,337 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
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1990The measurement and antecedents of affective, continuance and normative commitment to the organization11,669 cited
1991A three-component conceptualization of organizational commitment11,041 cited
1987Developing Buyer-Seller Relationships9,139 cited
1979The measurement of organizational commitment8,817 cited
1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
1990A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment.6,114 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited

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1984

Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover.

4,653 cited

1987THE PEOPLE MAKE THE PLACE4,610 cited

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2006Examining the interconnection of job satisfaction and organizational commitment: an application of the bivariate probit model160 cited
2008Customer value from a customer perspective: a comprehensive review155 cited
2005Antecedents and Consequences of Group Potency: A Study of Self-Managing Service Teams146 cited
2012Building bank brands: How leadership behavior influences employee commitment136 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
2020Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector101 cited
2015Measuring the benefits of employee engagement100 cited
2009The strategic role of relational capabilities in the business-to-business service profit chain96 cited
2003Organizational Commitment in the Military: A Discussion of Theory and Practice94 cited
2011Influence of psychological empowerment on affective, normative and continuance commitment83 cited
2015Impact of perceived organizational support, psychological empowerment and leader member exchange on commitment and its subsequent impact on service quality83 cited
2020The sequential relationships of hotel employees' perceived justice, commitment, and organizational citizenship behaviour in a high unemployment context73 cited
2014The Construct, Measurement, and Impact of Employee Engagement: a Marketing Perspective71 cited
2004Client–project manager engagements, trust, and loyalty71 cited