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Service failure and problems: Internal marketing solutions for facing the future
16 references·1 citing·45 second hop
Service failure and problems: Internal marketing solutions for facing the future (2016)Service failure and problems: Internal ma…Exploring the Social Supportive Role of Third Places in Consumers' Lives (2006)Exploring the Social Supporti…Non‐somatic effects of patient aggression on nurses: a systematic review (2005)Non‐somatic effects of patien…Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing. (2005)Antecedents and Consequences …Managing planned and emergent change within an operations management environment (2003)Managing planned and emergent…Cross-functional issues in the implementation of relationship marketing through customer relationship management (2001)Cross-functional issues in th…Intrinsic and Extrinsic Motivations: Classic Definitions and New Directions (2000)Intrinsic and Extrinsic Motiv…Applying the service profit chain in a retail environment (2000)Applying the service profit c…Advances in the internal marketing concept: definition, synthesis and extension (2000)Advances in the internal mark…The Relation of Psychological Needs for Autonomy and Relatedness to Vitality, Well‐Being, and Mortality in a Nursing Home 1 (1999)The Relation of Psychological…Employee Satisfaction, Customer Loyalty, and Financial Performance (1998)Employee Satisfaction, Custom…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Internal Marketing (1994)Internal MarketingThe scope of internal marketing: Defining the boundary between marketing and human resource management (1993)The scope of internal marketi…Intrinsic Motivation and Self-Determination in Human Behavior (1988)Intrinsic Motivation and Self…Intrinsic Motivation and Self-Determination in Human Behavior (1985)Intrinsic Motivation and Self…Inequity In Social Exchange (1965)Inequity In Social ExchangeO ENDOMARKETING E A SATISFAÇÃO NO TRABALHO EM UMA INSTITUIÇÃO DE ENSINO SUPERIOR (2020)O ENDOMARKETING E A SATISFAÇÃ…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)The measurement and antecedents of affective, continuance and normative commitment to the organization (1990)Internal market orientation (2002)Measuring Internal Market Orientation (2004)Customer experience, organisational culture and the employer brand (2007)Zero defections: quality comes to services. (1990)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics (2006)The influence of market heterogeneity on the relationship between a destination's image and tourists’ future behaviour (2006)Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research (2013)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Qualitative Analysis for Social Scientists (1987)New directions for customer‐to‐customer interaction research (2010)Place Attachment in Commercial Settings: A Gift Economy Perspective (2013)Creating consumer attachment to retail service firms through sense of place (2014)The balanced scorecard : measures that drive performance (1992)The balanced scorecard--measures that drive performance. (1992)Competing for the Future (1994)A model for evaluating the effectiveness of CRM using the balanced scorecard (2003)Customer Relationship Management: from Strategy to Implementation (2006)Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors (2011)A Theory of Social Comparison Processes (1954)A Theory of Cognitive Dissonance (1957)Exchange and Power in Social Life. (1965)Social stigma and self-esteem: The self-protective properties of stigma. (1989)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models (1982)Economic Action and Social Structure: The Problem of Embeddedness (1985)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting (2021)Social Foundations of Thought and Action : A Social Cognitive Theory (1985)Motivational Beliefs, Values, and Goals (2002)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Intrinsic and extrinsic motivation from a self-determination theory perspective: Definitions, theory, practices, and future directions (2020)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. (2000)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)The benefits of being present: Mindfulness and its role in psychological well-being. (2003)
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References

  • 1985Intrinsic Motivation and Self-Determination in Human Behavior26,744 cited
  • 2000Intrinsic and Extrinsic Motivations: Classic Definitions and New Directions18,652 cited
  • 1988Intrinsic Motivation and Self-Determination in Human Behavior15,312 cited
  • 1965Inequity In Social Exchange10,813 cited
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  • 2005Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing.1,036 cited
  • 2000Advances in the internal marketing concept: definition, synthesis and extension646 cited
  • 1998Employee Satisfaction, Customer Loyalty, and Financial Performance616 cited
  • 2001Cross-functional issues in the implementation of relationship marketing through customer relationship management433 cited
  • 2006Exploring the Social Supportive Role of Third Places in Consumers' Lives390 cited
  • 1999The Relation of Psychological Needs for Autonomy and Relatedness to Vitality, Well‐Being, and Mortality in a Nursing Home 1388 cited
  • 1993The scope of internal marketing: Defining the boundary between marketing and human resource management379 cited
  • 2000Applying the service profit chain in a retail environment297 cited
  • 2003Managing planned and emergent change within an operations management environment

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290 cited
  • 2005Non‐somatic effects of patient aggression on nurses: a systematic review260 cited
  • 1994Internal Marketing232 cited
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    • 2020O ENDOMARKETING E A SATISFAÇÃO NO TRABALHO EM UMA INSTITUIÇÃO DE ENSINO SUPERIOR1 cited