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Influence of the Work Relationship Between Frontline Employees and Their Immediate Supervisor on Customers’ Service Experience
16 references·8 citing·33 second hop
Influence of the Work Relationship Between Frontline Employees and Their Immediate Supervisor on Customers’ Service Experience (2015)Influence of the Work Relationship Betwee…Social Exchange Theory: An Interdisciplinary Review (2005)Social Exchange Theory: An In…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…An Integrative Theory of Intergroup Conflict (2000)An Integrative Theory of Inte…Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Cutoff criteria for fit index…Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. (1998)Fit indices in covariance str…Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors (1991)Job Satisfaction and Organiza…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Research in Organizational Behavior. (1986)Research in Organizational Be…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Leadership in Organizations (1981)Leadership in OrganizationsEvaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…The Social psychology of intergroup relations (1979)The Social psychology of inte…Differentiation between social groups: Studies in the social psychology of intergroup relations. (1978)Differentiation between socia…Are You Hospitable? The Role of Tertiary Education on Genuine Hospitality (2025)Are You Hospitable? The Role …The empowering, the empowered, and the empowerment disparity: A multilevel analysis of the integrated model of employee empowerment (2022)The empowering, the empowered…Stay away from fickle supervisor! Supervisors’ behavioral fluctuation diminishing the effect of job embeddedness on employees’ service behavior (2021)Stay away from fickle supervi…Pushing forward high-performance work systems in the hotel industry: A procedural-justice climate to promote higher unit-level outcomes (2021)Pushing forward high-performa…Predicting positive organizational behavior based on structural and psychological empowerment among nurses (2021)Predicting positive organizat…The Emancipatory Approach in Hospitality Research on Employees With Disabilities: An Auto-Ethnographic Research Note (2020)The Emancipatory Approach in …The Mediating Role of Brand Knowledge on Employees’ Brand Citizenship Behaviour: Does Organizational Tenure Matter? (2019)The Mediating Role of Brand K…Employee empowerment and its contextual determinants and outcome for service workers (2017)Employee empowerment and its …Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures (2003)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables. (1991)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Common Method Bias in PLS-SEM (2015)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Social Identity Theory and the Organization (1989)Social stigma and self-esteem: The self-protective properties of stigma. (1989)Ethnic identity in adolescents and adults: Review of research. (1990)When to use and how to report the results of PLS-SEM (2018)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Social Psychology of Intergroup Relations (1982)Economics and Identity* (2000)On the dimensionality of organizational justice: A construct validation of a measure. (2001)
this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2000An Integrative Theory of Intergroup Conflict12,493 cited
  • 1998Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification.12,297 cited
  • 1979The Social psychology of intergroup relations11,504 cited
  • 1986Research in Organizational Behavior.10,897 cited
  • 2005Social Exchange Theory: An Interdisciplinary Review10,051 cited
  • 1991Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors6,266 cited
  • 1981Leadership in Organizations5,252 cited

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

  • 1978Differentiation between social groups: Studies in the social psychology of intergroup relations.5,009 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • Cited by

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    • 2019The Mediating Role of Brand Knowledge on Employees’ Brand Citizenship Behaviour: Does Organizational Tenure Matter?35 cited
    • 2021Predicting positive organizational behavior based on structural and psychological empowerment among nurses31 cited
    • 2021Stay away from fickle supervisor! Supervisors’ behavioral fluctuation diminishing the effect of job embeddedness on employees’ service behavior28 cited
    • 2021Pushing forward high-performance work systems in the hotel industry: A procedural-justice climate to promote higher unit-level outcomes28 cited
    • 2020The Emancipatory Approach in Hospitality Research on Employees With Disabilities: An Auto-Ethnographic Research Note20 cited
    • 2025Are You Hospitable? The Role of Tertiary Education on Genuine Hospitality0 cited