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Service quality of frontline employees: A profile deviation analysis · Study

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ArticleService quality of frontline employees: A profile deviation analysis

Neeru Malhotra2012

Article2012

Service quality of frontline employees: A profile deviation analysis

Neeru Malhotra · Felix Mavondo · Avinandan Mukherjee · Graham John Hooley

59 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Employee Performance and Management Job Satisfaction and Organizational Behavior

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1977Estimating Nonresponse Bias in Mail Surveys 1990The measurement and antecedents of affective, continuance and normative commitment to the organization 1979Review of Psychometric theory (2nd ed.).2001Accounting for common method variance in cross-sectional research designs.2000A Review and Synthesis of the Measurement Invariance Literature: Suggestions, Practices, and Recommendations for Organizational Research 2002Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences 2006Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research

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2016Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency 2014The impact of frontline employees' perceptions of internal marketing on employee outcomes 2017Alleviating job stress to improve service employee work affect: the influence of rewarding 2024Examining the influence of organizational commitment on service quality through the lens of job involvement as a mediator and emotional labor and organizational climate as moderators

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Details

Year2012

Typearticle

Published2012-03-05

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations59

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jbusres.2012.02.034

openalex_workW2117314829

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2016The effects of service quality on internet service provider customers’ behaviour

2017Different recipes for success in business relationships

2018Relationship commitment and value creation in sponsorship relationships

2024Unveiling the role of job involvement as a mediator in the linkage between academics’ job satisfaction and service quality