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How Organizational Standards and Coworker Support Improve Restaurant Service
14 references·16 citing·48 second hop
How Organizational Standards and Coworker Support Improve Restaurant Service (2007)How Organizational Standards and Coworker…Understanding Organization-Customer Links in Service Settings (2005)Understanding Organization-Cu…Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. (2003)Customer service providers' a…Customer Orientation (2001)Customer OrientationCustomer service employees’ behavioral intentions and attitudes: an examination of construct validity and a path model (2000)Customer service employees’ b…Perceived organizational support and police performance: The moderating influence of socioemotional needs. (1998)Perceived organizational supp…Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…Perceived organizational support, discretionary treatment, and job satisfaction. (1997)Perceived organizational supp…LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION (1996)LINKING EMPLOYEE PERCEPTIONS …EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS (1995)EMPLOYEE ATTITUDES AND CUSTOM…Developing Customer Orientation among Service Employees (1992)Developing Customer Orientati…How to measure service orientation. (1984)How to measure service orient…Estimating within-group interrater reliability with and without response bias. (1984)Estimating within-group inter…Aggregation bias in estimates of perceptual agreement. (1982)Aggregation bias in estimates…Motivation and Organizational Climate (1969)Motivation and Organizational…Linking frontline hotel employees’ job crafting to service recovery performance: The roles of harmonious passion, promotion focus, hotel work experience, and gender (2021)Linking frontline hotel emplo…Why do employees break rules? Understanding organizational rule-breaking behaviors in hospitality (2019)Why do employees break rules?…The influence of perceived forgiveness climate on service recovery performance: The mediating effect of psychological safety and organizational fairness (2019)The influence of perceived fo…Perceived supervisor support: A study of select-service hotel employees (2018)Perceived supervisor support:…Leadership style and service orientation: the catalytic role of employee engagement (2017)Leadership style and service …Is all support equal? The moderating effects of supervisor, coworker, and organizational support on the link between emotional labor and job performance (2017)Is all support equal? The mod…The influence of restaurant co-workers’ perceived warmth and competence on employees’ turnover intentions: The mediating role of job attitudes (2016)The influence of restaurant c…Supervisor support and work engagement of hotel employees in Malaysia (2016)Supervisor support and work e…Should Organizations Be Forgiving or Unforgiving? A Two-Study Replication of How Forgiveness Climate in Hospitality Organizations Drives Employee Attitudes and Behaviors (2016)Should Organizations Be Forgi…An emotional labor perspective on the relationship between customer orientation and job satisfaction (2016)An emotional labor perspectiv…Job Characteristics, Job Satisfaction, and Organizational Commitment for Hotel Workers in Turkey (2013)Job Characteristics, Job Sati…Explaining why employee‐customer orientation influences customers' perceptions of the service encounter (2013)Explaining why employee‐custo…Got Support? The Impact of Supportive Work Practices on the Perceptions, Motivation, and Behavior of Customer-Contact Employees (2012)Got Support? The Impact of Su…Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry (2011)Reasons for implementing cert…Customer Orientation of Service Employees and Rapport: Influences On Service-Outcome Variables in Full-Service Restaurants (2010)Customer Orientation of Servi…Service orientation: antecedents, outcomes, and implications for hospitality research and practice (2009)Service orientation: antecede…Statistical Theories of Mental Test Scores (1969)Intraclass correlations: Uses in assessing rater reliability. (1979)The magical number seven, plus or minus two: Some limits on our capacity for processing information. (1994)What Makes Teams Work: Group Effectiveness Research from the Shop Floor to the Executive Suite (1997)Answers to 20 Questions About Interrater Reliability and Interrater Agreement (2007)Is the CVI an acceptable indicator of content validity? Appraisal and recommendations (2007)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)The Role of Perceived Organizational Support and Supportive Human Resource Practices in the Turnover Process (2003)Does intrinsic motivation fuel the prosocial fire? Motivational synergy in predicting persistence, performance, and productivity. (2008)Exchange and Power in Social Life (2017)Statistical principles in experimental design. (1962)The social psychology of organizing (1969)CONDUCTING INTERORGANIZATIONAL RESEARCH USING KEY INFORMANTS. 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(1986)On the Evaluation of Structural Equation Models (1988)Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions (1996)Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees (2013)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)The Consequences of Dysfunctional Customer Behavior (2003)When Should the Customer Really Be King? On the Optimum Level of Salesperson Customer Orientation in Sales Encounters (2011)Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models (1982)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)Organizational culture and leadership (1993)Trends in Theory Building and Theory Testing: A Five-Decade Study of the Academy of Management Journal (2007)How low does ethical leadership flow? Test of a trickle-down model (2008)Team Effectiveness 1997-2007: A Review of Recent Advancements and a Glimpse Into the Future (2008)Handbook of Industrial and Organizational Psychology. 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References

  • 1984Estimating within-group interrater reliability with and without response bias.4,773 cited
  • 1982Aggregation bias in estimates of perceptual agreement.2,139 cited
  • 1997Perceived organizational support, discretionary treatment, and job satisfaction.1,821 cited
  • 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
  • 1969Motivation and Organizational Climate1,369 cited
  • 2005Understanding Organization-Customer Links in Service Settings806 cited
  • 2001Customer Orientation668 cited
  • 1998Perceived organizational support and police performance: The moderating influence of socioemotional needs.601 cited
  • 1992Developing Customer Orientation among Service Employees589 cited
  • 1984How to measure service orientation.469 cited
  • 1996LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION426 cited
  • 2003Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.426 cited
  • 1995EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS354 cited
  • 2000Customer service employees’ behavioral intentions and attitudes: an examination of construct validity and a path model161 cited

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Cited by

  • 2017Is all support equal? The moderating effects of supervisor, coworker, and organizational support on the link between emotional labor and job performance170 cited
  • 2016An emotional labor perspective on the relationship between customer orientation and job satisfaction121 cited
  • 2010Customer Orientation of Service Employees and Rapport: Influences On Service-Outcome Variables in Full-Service Restaurants112 cited
  • 2013Job Characteristics, Job Satisfaction, and Organizational Commitment for Hotel Workers in Turkey106 cited
  • 2009Service orientation: antecedents, outcomes, and implications for hospitality research and practice100 cited
  • 2016The influence of restaurant co-workers’ perceived warmth and competence on employees’ turnover intentions: The mediating role of job attitudes98 cited
  • 2011Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry96 cited
  • 2016Should Organizations Be Forgiving or Unforgiving? A Two-Study Replication of How Forgiveness Climate in Hospitality Organizations Drives Employee Attitudes and Behaviors84 cited
  • 2021Linking frontline hotel employees’ job crafting to service recovery performance: The roles of harmonious passion, promotion focus, hotel work experience, and gender83 cited
  • 2016Supervisor support and work engagement of hotel employees in Malaysia78 cited
  • 2013Explaining why employee‐customer orientation influences customers' perceptions of the service encounter77 cited
  • 2019The influence of perceived forgiveness climate on service recovery performance: The mediating effect of psychological safety and organizational fairness73 cited
  • 2012Got Support? The Impact of Supportive Work Practices on the Perceptions, Motivation, and Behavior of Customer-Contact Employees64 cited
  • 2017Leadership style and service orientation: the catalytic role of employee engagement64 cited
  • 2018Perceived supervisor support: A study of select-service hotel employees62 cited
  • 2019Why do employees break rules? Understanding organizational rule-breaking behaviors in hospitality58 cited