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Employee Satisfaction and Customer Satisfaction: Testing the Service-Profit Chain in a Chinese Securities firm
15 references·2 citing·39 second hop
Employee Satisfaction and Customer Satisfaction: Testing the Service-Profit Chain in a Chinese Securities firm (2005)Employee Satisfaction and Customer Satisf…Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)Structural equation modeling …Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services (2000)Service Satisfaction: An Empi…Applying the service profit chain in a retail environment (2000)Applying the service profit c…Relationship Marketing: Strategy And Implementation (1999)Relationship Marketing: Strat…The Generative Cycle: Linking Knowledge and Relationships (1997)The Generative Cycle: Linking…Modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank (1997)Modelling the impact of custo…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…From value chain to value constellation: designing interactive strategy. (1993)From value chain to value con…The service-driven service company. (1991)The service-driven service co…Criteria for Scale Selection and Evaluation (1991)Criteria for Scale Selection …Breaking the Cycle of Failure in Services (1991)Breaking the Cycle of Failure…Moments of Truth (1987)Moments of TruthEmployee and Customer Perceptions of Service in Banks (1980)Employee and Customer Percept…The perception of organizational climate: The customer's view. (1973)The perception of organizatio…The service-profit chain in call centre services (2016)The service-profit chain in c…Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement (2012)Revisited The Importance and …Of strategies, deliberate and emergent (1985)Zero defections: quality comes to services. (1990)The Behavioral Consequences of Service Quality (1996)A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics (2007)The relationship between internal and external service quality (2009)The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector (2016)Plans and the structure of behavior. (1960)Review and conceptual analysis of the employee turnover process. (1979)The Social Psychology of Organizations. (1979)UNTANGLING THE RELATIONSHIPS BETWEEN DISPLAYED EMOTIONS AND ORGANIZATIONAL SALES: THE CASE OF CONVENIENCE STORES. (1988)Employee Satisfaction, Customer Loyalty, and Financial Performance (1998)Organizational and psychological climate: A review of theory and research (2008)Coefficient Alpha and the Internal Structure of Tests (1951)The Social Desirability Variable in Personality Assessment and Research. (1959)Measures of Social Psychological Attitudes. (1976)Development and validation of work-family conflict and family-work conflict scales. (1996)A Short, Reliable Measure of Subjective Knowledge (1999)Empirical Assessment of a Three-Dimensional Wisdom Scale (2003)Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level (1990)The destination product and its impact on traveller perceptions (2000)Measuring student satisfaction at a UK university (2006)Critical Service Encounters: The Employee's Viewpoint (1994)Customer Satisfaction and Word of Mouth (1998)Social Identity and the Service-Profit Chain (2009)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)In Search of Golden Rules: Comment on Hypothesis-Testing Approaches to Setting Cutoff Values for Fit Indexes and Dangers in Overgeneralizing Hu and Bentler's (1999) Findings (2004)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)Using PLS path modeling in new technology research: updated guidelines (2016)Evolving to a New Dominant Logic for Marketing (2003)Managing the co-creation of value (2007)On value and value co-creation: A service systems and service logic perspective (2008)The relative influence of organisational commitment and job satisfaction on service quality of customer‐contact employees in banking call centres (2004)Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty (2005)An Employment Systems Approach to Turnover: Human Resources Practices, Quits, Dismissals, and Performance (2011)
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References

  • 2000Structural equation modeling with AMOS: basic concepts, applications, and programming17,968 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1993From value chain to value constellation: designing interactive strategy.2,050 cited
  • 1991Criteria for Scale Selection and Evaluation1,229 cited
  • 1980Employee and Customer Perceptions of Service in Banks640 cited
  • 1987Moments of Truth614 cited
  • 1991The service-driven service company.452 cited
  • 1991Breaking the Cycle of Failure in Services371 cited
  • 2000Applying the service profit chain in a retail environment297 cited
  • 1999Relationship Marketing: Strategy And Implementation198 cited
  • 1973The perception of organizational climate: The customer's view.185 cited
  • 1997The Generative Cycle: Linking Knowledge and Relationships79 cited
  • 1997Modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank60 cited
  • 2000Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services55 cited

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Cited by

  • 2016The service-profit chain in call centre services17 cited
  • 2012Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement7 cited