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Improving service quality in America: Lessons learned

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References

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1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1988Superiors' evaluations and subordinates' perceptions of transformational and transactional leadership.1,213 cited

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2004Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant381 cited
1996ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL363 cited
1999HRM and service fairness: How being fair with employees spills over to customers318 cited
2015How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality295 cited
2008Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context282 cited
2000INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation247 cited
2000Targets and Standards of Quality in Sport Services245 cited
2015The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels227 cited
2010Effects of perceived service fairness on emotions, and behavioral intentions in restaurants

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225 cited

2004Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams211 cited

2006What factors influence customer‐oriented prosocial behavior of customer‐contact employees?210 cited

2006Service climate and organizational commitment: The importance of customer linkages206 cited

1998Service quality: a tutorial205 cited

2017Brand image and equity: the mediating role of brand equity drivers and moderating effects of product type and word of mouth187 cited

2014The role of physical distribution services as determinants of product returns in Internet retailing181 cited