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Exploring the role of leadership style on the service quality-customer satisfaction link
16 references·1 citing·48 second hop
Exploring the role of leadership style on the service quality-customer satisfaction link (2016)Exploring the role of leadership style on…Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Customer Value, Satisfaction,…Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Customer perceived value, sat…Context and leadership: an examination of the nine-factor full-range leadership theory using the Multifactor Leadership Questionnaire (2003)Context and leadership: an ex…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Two Decades of Research and Development in Transformational Leadership (1999)Two Decades of Research and D…Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Customer Satisfaction, Produc…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer Satisfaction, Market…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…A CAUSAL MODEL OF LINKAGES AMONG ENVIRONMENTAL DIMENSIONS, MACRO ORGANIZATIONAL CHARACTERISTICS, AND PERFORMANCE. (1988)A CAUSAL MODEL OF LINKAGES AM…Three Types of Perceived Uncertainty About the Environment: State, Effect, and Response Uncertainty (1987)Three Types of Perceived Unce…Manufacturing Strategy, Environmental Uncertainty and Performance: A Path Analytic Model (1987)Manufacturing Strategy, Envir…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…The Effect of Leadership Styles on Creative Behavior: the Mediating Role of Succession an Applied Study in Jordanian Medium and Small Companies (2023)The Effect of Leadership Styl…Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Prospect Theory: An Analysis of Decision under Risk (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement (2010)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Quality, satisfaction and behavioral intentions (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields (1983)STRATEGIC SENSEMAKING AND ORGANIZATIONAL PERFORMANCE: LINKAGES AMONG SCANNING, INTERPRETATION, ACTION, AND OUTCOMES. (1993)Predictors and outcomes of openness to changes in a reorganizing workplace. (2000)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)External Control of Organizations: Resource Dependence Perspective (2011)Organizational Response to Adversity: Fusing Crisis Management and Resilience Research Streams (2017)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Research in Organizational Behavior. (1986)Leadership and Performance beyond Expectations (1987)Motivation and Personality (1997)SELF-CONCORDANCE AT WORK: TOWARD UNDERSTANDING THE MOTIVATIONAL EFFECTS OF TRANSFORMATIONAL LEADERS. (2003)The Meaning of Employee Engagement (2008)Leadership theory and research in the new millennium: Current theoretical trends and changing perspectives (2013)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)A Reexamination of the Determinants of Consumer Satisfaction (1996)The value concept and relationship marketing (1996)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1999Whence Consumer Loyalty?4,891 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1999Two Decades of Research and Development in Transformational Leadership3,249 cited
  • 1987Three Types of Perceived Uncertainty About the Environment: State, Effect, and Response Uncertainty2,649 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
  • 2004Customer perceived value, satisfaction, and loyalty: The role of switching costs2,039 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context1,829 cited
  • 2003Context and leadership: an examination of the nine-factor full-range leadership theory using the Multifactor Leadership Questionnaire1,530 cited
  • 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services

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1,380 cited
  • 1988A CAUSAL MODEL OF LINKAGES AMONG ENVIRONMENTAL DIMENSIONS, MACRO ORGANIZATIONAL CHARACTERISTICS, AND PERFORMANCE.1,374 cited
  • 1987Manufacturing Strategy, Environmental Uncertainty and Performance: A Path Analytic Model1,052 cited
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    • 2023The Effect of Leadership Styles on Creative Behavior: the Mediating Role of Succession an Applied Study in Jordanian Medium and Small Companies20 cited