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16 references·16 citing·40 second hopsampled
From bad to worse (2012)From bad to worseAdvances in Consumer Research (2025)Advances in Consumer ResearchSocial and Psychological Resources and Adaptation (2002)Social and Psychological Reso…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Self-regulation and depletion of limited resources: Does self-control resemble a muscle? (2000)Self-regulation and depletion…Tit for Tat? The Spiraling Effect of Incivility in the Workplace (1999)Tit for Tat? The Spiraling Ef…Ego depletion: Is the active self a limited resource? (1998)Ego depletion: Is the active …Relationship-based approach to leadership: Development of leader-member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective (1995)Relationship-based approach t…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…The Managed Heart: Commercialization of Human Feeling (1984)The Managed Heart: Commercial…Research in Organizational Behavior (1984)Research in Organizational Be…A Social Information Processing Approach to Job Attitudes and Task Design (1978)A Social Information Processi…A vertical dyad linkage approach to leadership within formal organizations (1975)A vertical dyad linkage appro…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…A review and agenda for examining how technology-driven changes at work will impact workplace mental health and employee well-being (2020)A review and agenda for exami…Returning good for evil: A study of customer incivility and extra-role customer service (2019)Returning good for evil: A st…Emotions in Organizations (2019)Emotions in OrganizationsEffects of Customer Incivility on Frontline Employees and the Moderating Role of Supervisor Leadership Style (2019)Effects of Customer Incivilit…Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture (2018)Transformational leadership a…The state of the heart: Emotional labor as emotion regulation reviewed and revised. (2017)The state of the heart: Emoti…Service Employee Responses to Angry Customer Complaints (2017)Service Employee Responses to…Frontline Problem-Solving Effectiveness: A Dynamic Analysis of Verbal and Nonverbal Cues (2017)Frontline Problem-Solving Eff…A Social Mindfulness Approach to Understanding Experienced Customer Mistreatment: A Within-person Field Experiment (2017)A Social Mindfulness Approach…Linking customer-employee exchange and employee innovative behavior (2016)Linking customer-employee exc…Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors (2016)Feeling bad and doing good: T…Out of control: A self-control perspective on the link between surface acting and abusive supervision. (2015)Out of control: A self-contro…Emotional labor threatens decent work: A proposal to eradicate emotional display rules (2015)Emotional labor threatens dec…Emotional Labor Dynamics: A Momentary Approach (2015)Emotional Labor Dynamics: A M…Do positive relations with patients play a protective role for healthcare employees? Effects of patients' gratitude and support on nurses' burnout (2015)Do positive relations with pa…The many faces of emotional contagion (2014)The many faces of emotional c…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)Developing Buyer-Seller Relationships (1987)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)A Theory of Social Comparison Processes (1954)Experimental and Quasi-Experimental Designs for Research (1963)The Social Construction of Reality (1967)Organizational Learning: The Contributing Processes and the Literatures (1991)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT (2005)Handbook of Industrial and Organizational Psychology. (1977)The Social Psychology of Organizations. (1979)Leadership and Performance beyond Expectations (1987)An Integrative Model Of Organizational Trust (1995)Social Exchange Theory: An Interdisciplinary Review (2005)Conservation of Resources in the Organizational Context: The Reality of Resources and Their Consequences (2017)The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)The Handbook of Social Psychology (1969)The Emerging Field of Emotion Regulation: An Integrative Review (1998)The Influence of Culture, Community, and the Nested‐Self in the Stress Process: Advancing Conservation of Resources Theory (2001)Working memory: looking back and looking forward (2003)A Theory of Cognitive Dissonance (2017)The proactive component of organizational behavior: A measure and correlates (1993)A Decade of System Justification Theory: Accumulated Evidence of Conscious and Unconscious Bolstering of the Status Quo (2004)Modernization, cultural change, and democracy the human development sequence (2005)Doing Gender (1987)Rethinking authenticity in tourism experience (1999)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)Social Identity Theory and the Organization (1989)Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors (1991)Alumni and their alma mater: A partial test of the reformulated model of organizational identification (1992)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 1984Research in Organizational Behavior10,806 cited
  • 1984The Managed Heart: Commercialization of Human Feeling8,746 cited
  • 1995Relationship-based approach to leadership: Development of leader-member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective7,286 cited
  • 1978A Social Information Processing Approach to Job Attitudes and Task Design5,564 cited
  • 1998Ego depletion: Is the active self a limited resource?5,308 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 2002Social and Psychological Resources and Adaptation4,591 cited
  • 2000Self-regulation and depletion of limited resources: Does self-control resemble a muscle?4,507 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1999Tit for Tat? The Spiraling Effect of Incivility in the Workplace3,267 cited

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

  • 1975A vertical dyad linkage approach to leadership within formal organizations2,886 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • Cited by

    • 2017The state of the heart: Emotional labor as emotion regulation reviewed and revised.526 cited
    • 2014The many faces of emotional contagion266 cited
    • 2015Emotional Labor Dynamics: A Momentary Approach206 cited
    • 2019Effects of Customer Incivility on Frontline Employees and the Moderating Role of Supervisor Leadership Style204 cited
    • 2020A review and agenda for examining how technology-driven changes at work will impact workplace mental health and employee well-being198 cited
    • 2019Emotions in Organizations195 cited
    • 2015Emotional labor threatens decent work: A proposal to eradicate emotional display rules195 cited
    • 2015Out of control: A self-control perspective on the link between surface acting and abusive supervision.175 cited
    • 2017A Social Mindfulness Approach to Understanding Experienced Customer Mistreatment: A Within-person Field Experiment154 cited
    • 2018Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture141 cited
    • 2016Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors140 cited
    • 2019Returning good for evil: A study of customer incivility and extra-role customer service115 cited
    • 2017Frontline Problem-Solving Effectiveness: A Dynamic Analysis of Verbal and Nonverbal Cues104 cited
    • 2016Linking customer-employee exchange and employee innovative behavior100 cited
    • 2017Service Employee Responses to Angry Customer Complaints95 cited
    • 2015Do positive relations with patients play a protective role for healthcare employees? Effects of patients' gratitude and support on nurses' burnout82 cited