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Delighting the Customer: Creativity-Oriented High-Performance Work Systems, Frontline Employee Creative Performance, and Customer Satisfaction
16 references·16 citing·32 second hopsampled
Delighting the Customer: Creativity-Oriented High-Performance Work Systems, Frontline Employee Creative Performance, and Customer Satisfaction (2016)Delighting the Customer: Creativity-Orien…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Linking Empowering Leadership and Employee Creativity: The Influence of Psychological Empowerment, Intrinsic Motivation, and Creative Process Engagement (2010)Linking Empowering Leadership…Answers to 20 Questions About Interrater Reliability and Interrater Agreement (2007)Answers to 20 Questions About…Self‐determination theory and work motivation (2005)Self‐determination theory and…The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)The "What" and "Why" of Goal …Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. (2000)Self-determination theory and…Multivariate Data Analysis (2000)Multivariate Data AnalysisMotivation and Personality (1997)Motivation and PersonalityThe American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Scale Development : Theory and Applications (1991)Scale Development : Theory an…Estimating within-group interrater reliability with and without response bias. (1984)Estimating within-group inter…The social psychology of creativity: A componential conceptualization. (1983)The social psychology of crea…Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)Structural Equation Models wi…Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)Structural Equation Models wi…Motivation reconsidered: The concept of competence. (1963)Motivation reconsidered: The …Motivation reconsidered: The concept of competence. (1959)Motivation reconsidered: The …Creativity in marketing: Examining the intellectual structure using scientometric analysis and topic modeling (2022)Creativity in marketing: Exam…Team-level high-performance work systems, self-efficacy and creativity: differential moderating roles of person–job fit and goal difficulty (2021)Team-level high-performance w…HRM systems, employee proactivity and capability in the SME context (2021)HRM systems, employee proacti…High-performance work systems and thriving at work: the role of cognitive appraisal and servant leadership (2021)High-performance work systems…High-performance work system: a systematic review of literature (2021)High-performance work system:…Enhancing innovative work behaviour: the role of servant leadership and creative self-efficacy (2021)Enhancing innovative work beh…Organizational climate and creative performance in the public sector (2020)Organizational climate and cr…Leader-member exchange and frontline employees' innovative behaviors: the roles of employee happiness and service climate (2020)Leader-member exchange and fr…Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance (2020)Hospitality employee’s mindfu…Customer-centric prioritization of process improvement projects (2020)Customer-centric prioritizati…The effects of high‐involvement work systems and shared leadership on team creativity: A multilevel investigation (2019)The effects of high‐involveme…Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants (2019)Modeling customer satisfactio…How do agile organizations contribute to environmental collaboration? Evidence from MNEs in Turkey (2019)How do agile organizations co…Fostering mutual gains: Explaining the influence of high‐performance work systems and leadership on psychological health and service performance (2019)Fostering mutual gains: Expla…Determinants of frontline employee service innovative behavior (2019)Determinants of frontline emp…Effects of high‐performance work systems on transformational leadership and team performance: Investigating the moderating roles of organizational orientations (2017)Effects of high‐performance w…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Application of confirmatory factor analysis to the study of self-concept: First- and higher order factor models and their invariance across groups. (1985)A Practical Guide To Factorial Validity Using PLS-Graph: Tutorial And Annotated Example (2005)PLS-SEM: Indeed a Silver Bullet (2011)The origins of intelligence in children. (1952)Science and Human Behavior (1953)Intrinsic and Extrinsic Motivations: Classic Definitions and New Directions (2000)Intrinsic Motivation and Self-Determination in Human Behavior (1985)Intrinsic motivation and extrinsic incentives jointly predict performance: A 40-year meta-analysis. (2014)Privacy and human behavior in the age of information (2015)Self-Determination Theory in Work Organizations: The State of a Science (2017)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Self-Efficacy: The Exercise of Control (1999)On Happiness and Human Potentials: A Review of Research on Hedonic and Eudaimonic Well-Being (2001)Intrinsic and extrinsic motivation from a self-determination theory perspective: Definitions, theory, practices, and future directions (2020)The psychology of interpersonal relations. (1958)The need to belong: Desire for interpersonal attachments as a fundamental human motivation. (1995)The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. (2001)The benefits of being present: Mindfulness and its role in psychological well-being. (2003)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Handbook of Positive Psychology (2001)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Self-efficacy mechanism in human agency. (1982)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)Index Construction with Formative Indicators: An Alternative to Scale Development (2001)Scale Development Research (2006)Making sense of Cronbach's alpha (2011)User Acceptance of Information Technology: Toward A Unified View1 (2003)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)
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References

  • 2000Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being.46,804 cited
  • 2000The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior34,111 cited
  • 1991Scale Development : Theory and Applications15,552 cited
  • 1997Motivation and Personality15,128 cited
  • 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics13,274 cited
  • 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics9,798 cited
  • 2005Self‐determination theory and work motivation7,742 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1959Motivation reconsidered: The concept of competence.5,681 cited
  • 1963Motivation reconsidered: The concept of competence.4,792 cited
  • 1984Estimating within-group interrater reliability with and without response bias.4,773 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1983The social psychology of creativity: A componential conceptualization.4,030 cited
  • 2007Answers to 20 Questions About Interrater Reliability and Interrater Agreement3,595 cited
  • 2000

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Multivariate Data Analysis
3,570 cited
  • 2010Linking Empowering Leadership and Employee Creativity: The Influence of Psychological Empowerment, Intrinsic Motivation, and Creative Process Engagement3,041 cited
  • Cited by

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    • 2019The effects of high‐involvement work systems and shared leadership on team creativity: A multilevel investigation93 cited
    • 2019Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants92 cited
    • 2020Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance87 cited
    • 2017Effects of high‐performance work systems on transformational leadership and team performance: Investigating the moderating roles of organizational orientations74 cited
    • 2021Team-level high-performance work systems, self-efficacy and creativity: differential moderating roles of person–job fit and goal difficulty67 cited
    • 2021High-performance work system: a systematic review of literature65 cited
    • 2019How do agile organizations contribute to environmental collaboration? Evidence from MNEs in Turkey63 cited
    • 2019Determinants of frontline employee service innovative behavior62 cited
    • 2020Leader-member exchange and frontline employees' innovative behaviors: the roles of employee happiness and service climate58 cited
    • 2020Customer-centric prioritization of process improvement projects54 cited
    • 2022Creativity in marketing: Examining the intellectual structure using scientometric analysis and topic modeling53 cited
    • 2021High-performance work systems and thriving at work: the role of cognitive appraisal and servant leadership53 cited
    • 2021HRM systems, employee proactivity and capability in the SME context51 cited
    • 2021Enhancing innovative work behaviour: the role of servant leadership and creative self-efficacy47 cited