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Service quality of frontline employees: A profile deviation analysis
16 references·9 citing·44 second hop
Service quality of frontline employees: A profile deviation analysis (2012)Service quality of frontline employees: A…The Concept of Fit in Strategy Research: Towards Verbal and Statistical Correspondence (2018)The Concept of Fit in Strateg…Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Common Method Variance in IS …Testing for Multigroup Invariance Using AMOS Graphics: A Road Less Traveled (2004)Testing for Multigroup Invari…Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences (2002)Affective, Continuance, and N…Accounting for common method variance in cross-sectional research designs. (2001)Accounting for common method …Modeling the dynamics of strategic fit: a normative approach to strategic change (2000)Modeling the dynamics of stra…A Review and Synthesis of the Measurement Invariance Literature: Suggestions, Practices, and Recommendations for Organizational Research (2000)A Review and Synthesis of the…FIT, EQUIFINALITY, AND ORGANIZATIONAL EFFECTIVENESS: A TEST OF TWO CONFIGURATIONAL THEORIES. (1993)FIT, EQUIFINALITY, AND ORGANI…The measurement and antecedents of affective, continuance and normative commitment to the organization (1990)The measurement and anteceden…Environment‐strategy coalignment: An empirical test of its performance implications (1990)Environment‐strategy coalignm…The Concept of Fit in Strategy Research: Toward Verbal and Statistical Correspondence (1989)The Concept of Fit in Strateg…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Alternative Forms of Fit in Contingency Theory (1985)Alternative Forms of Fit in C…Problems with Contingency Theory: Testing Assumptions Hidden within the Language of Contingency "Theory" (1981)Problems with Contingency The…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Unveiling the role of job involvement as a mediator in the linkage between academics’ job satisfaction and service quality (2024)Unveiling the role of job inv…Examining 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 (2024)Examining the influence of or…Relationship commitment and value creation in sponsorship relationships (2018)Relationship commitment and v…Different recipes for success in business relationships (2017)Different recipes for success…Alleviating job stress to improve service employee work affect: the influence of rewarding (2017)Alleviating job stress to imp…The Moderating Role of Age in Customer Loyalty Formation Process (2016)The Moderating Role of Age in…The effects of service quality on internet service provider customers’ behaviour (2016)The effects of service qualit…Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency (2016)Salespersons’ empathy as a mi…The impact of frontline employees' perceptions of internal marketing on employee outcomes (2014)The impact of frontline emplo…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)Organization and environment (1967)Organizational Strategy, Structure, and Process (1978)The Social Psychology of Organizations. 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(1974)The measurement of organizational commitment (1979)Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover. (1984)A three-component conceptualization of organizational commitment (1991)Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. (2001)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Technostress: negative effect on performance and possible mitigations (2014)Investigating the impact of social media advertising features on customer purchase intention (2018)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Research in Organizational Behavior. (1986)A Theory of Task/Technology Fit and Group Support Systems Effectiveness1 (1998)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)An assessment of survey research in POM: from constructs to theory (1998)Comparing Response Rates from Web and Mail Surveys: A Meta-Analysis (2008)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
  • 1990The measurement and antecedents of affective, continuance and normative commitment to the organization11,669 cited
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 2001Accounting for common method variance in cross-sectional research designs.8,464 cited
  • 2000A Review and Synthesis of the Measurement Invariance Literature: Suggestions, Practices, and Recommendations for Organizational Research7,981 cited
  • 2002Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences6,899 cited
  • 2006Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research3,226 cited
  • 1989The Concept of Fit in Strategy Research: Toward Verbal and Statistical Correspondence2,372 cited
  • 2018The Concept of Fit in Strategy Research: Towards Verbal and Statistical Correspondence2,041 cited
  • 1985Alternative Forms of Fit in Contingency Theory1,960 cited
  • 1993FIT, EQUIFINALITY, AND ORGANIZATIONAL EFFECTIVENESS: A TEST OF TWO CONFIGURATIONAL THEORIES.1,195 cited
  • 1990Environment‐strategy coalignment: An empirical test of its performance implications1,125 cited
  • 2004

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Testing for Multigroup Invariance Using AMOS Graphics: A Road Less Traveled
1,045 cited
  • 1981Problems with Contingency Theory: Testing Assumptions Hidden within the Language of Contingency "Theory"921 cited
  • 2000Modeling the dynamics of strategic fit: a normative approach to strategic change883 cited
  • Cited by

    • 2016Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency54 cited
    • 2014The impact of frontline employees' perceptions of internal marketing on employee outcomes52 cited
    • 2017Alleviating job stress to improve service employee work affect: the influence of rewarding49 cited
    • 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 moderators47 cited
    • 2016The effects of service quality on internet service provider customers’ behaviour42 cited
    • 2017Different recipes for success in business relationships41 cited
    • 2018Relationship commitment and value creation in sponsorship relationships27 cited
    • 2024Unveiling the role of job involvement as a mediator in the linkage between academics’ job satisfaction and service quality24 cited
    • 2016The Moderating Role of Age in Customer Loyalty Formation Process24 cited