SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Ingratiation and Assertiveness in the Service Provider–Customer Dyad
16 references·5 citing·45 second hop
Ingratiation and Assertiveness in the Service Provider–Customer Dyad (2001)Ingratiation and Assertiveness in the Ser…Distinguishing between service relationships and encounters. (1999)Distinguishing between servic…An examination of service-related antecedents to retail store performance (1999)An examination of service-rel…Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…The role of personalization in service encounters (1996)The role of personalization i…LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION (1996)LINKING EMPLOYEE PERCEPTIONS …ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL (1996)ATTITUDES AND EFFECTIVENESS: …A passion for service: Using content analysis to explicate service climate themes. (1992)A passion for service: Using …Service encounters and service relationships: Implications for research (1990)Service encounters and servic…EQS : structural equations program manual (1989)EQS : structural equations pr…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Ingratiatory Behaviors in Organizational Settings (1988)Ingratiatory Behaviors in Org…Expression of Emotion as Part of the Work Role (1987)Expression of Emotion as Part…Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Culture's Consequences: International Differences in Work-Related Values (1981)Culture's Consequences: Inter…Intraorganizational influence tactics: Explorations in getting one's way. (1980)Intraorganizational influence…‘I disdain the company of flatterers!’: How and when observed ingratiation predicts employees’ ostracism toward their ingratiating colleagues (2023)‘I disdain the company of fla…The Contingency Effect of Service Employee Personalities on Service Climate (2011)The Contingency Effect of Ser…Impression Management and the Hospitality Service Encounter (2007)Impression Management and the…The role of organizational service climate in generating control and empowerment among workers and customers (2002)The role of organizational se…The relationship of customer satisfaction and service workers’ perceived control (2002)The relationship of customer …Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Developing Buyer-Seller Relationships (1987)The antecedents and consequences of trust in online-purchase decisions (2002)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)Forty-five years of Journal of Business Research: A bibliometric analysis (2019)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Social Psychology of Organizations. (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)rwg: An assessment of within-group interrater agreement. (1993)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)Enhancing the Effectiveness of Work Groups and Teams (2006)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Measuring Service Quality: A Reexamination and Extension (1992)Measuring service quality in the hotel industry: A study in a business hotel in Turkey (2005)An extended model of the antecedents and consequences of consumer satisfaction for hospitality services (2008)Rapport-Building Behaviors Used by Retail Employees (2008)What Is Meant by Services? (1966)An Investigation into the Determinants of Customer Satisfaction (1982)Customer satisfaction, customer retention, and market share (1993)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Mind, Self, and Society (2015)Twenty years of consideration and structure (1973)The Bases of Social Power (1986)Influence tactics and objectives in upward, downward, and lateral influence attempts. (1990)POTENTIAL POWER AND POWER USE: AN INVESTIGATION OF STRUCTURE AND BEHAVIOR. (1993)The experience of power: Examining the effects of power on approach and inhibition tendencies. (2002)Handbook of Industrial and Organizational Psychology. (1977)Intraclass correlations: Uses in assessing rater reliability. (1979)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)How low does ethical leadership flow? Test of a trickle-down model (2008)The Presentation of Self in Everyday Life. (1956)Emotion work and psychological well-being (2002)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)On the costs and benefits of emotional labor: A meta-analysis of three decades of research. (2011)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences (2002)The weirdest people in the world? (2010)Comparative fit indexes in structural models. (1990)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)PLS-SEM: Indeed a Silver Bullet (2011)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1981Culture's Consequences: International Differences in Work-Related Values20,532 cited
  • 1989EQS : structural equations program manual9,698 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
  • 1987Expression of Emotion as Part of the Work Role1,489 cited
  • 1980Intraorganizational influence tactics: Explorations in getting one's way.1,394 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 1990Service encounters and service relationships: Implications for research930 cited
  • 1996The role of personalization in service encounters457 cited
  • 1996LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION426 cited
  • 1992A passion for service: Using content analysis to explicate service climate themes.367 cited
  • 1996ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL363 cited
  • 1999Distinguishing between service relationships and encounters.346 cited
  • 1988

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Ingratiatory Behaviors in Organizational Settings
318 cited
  • 1999An examination of service-related antecedents to retail store performance294 cited
  • Cited by

    • 2007Impression Management and the Hospitality Service Encounter45 cited
    • 2002The role of organizational service climate in generating control and empowerment among workers and customers44 cited
    • 2002The relationship of customer satisfaction and service workers’ perceived control40 cited
    • 2023‘I disdain the company of flatterers!’: How and when observed ingratiation predicts employees’ ostracism toward their ingratiating colleagues39 cited
    • 2011The Contingency Effect of Service Employee Personalities on Service Climate38 cited