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What matters most in the service-profit chain? An empirical test in a restaurant company
16 references·0 citing·42 second hop
What matters most in the service-profit chain? An empirical test in a restaurant company (2017)What matters most in the service-profit c…Antecedents and consequences of employee engagement (2006)Antecedents and consequences …Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Linking Organizational Resour…Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. (2002)Business-unit-level relations…Customer satisfaction with services: putting perceived value into the equation (2000)Customer satisfaction with se…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Applications of structural equation modeling in marketing and consumer research: A review (1996)Applications of structural eq…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectPutting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…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…Alternative Ways of Assessing Model Fit (1992)Alternative Ways of Assessing…Structural Equations with Latent Variables. (1991)Structural Equations with Lat…Zero defections: quality comes to services. (1990)Zero defections: quality come…A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. (1990)A review and meta-analysis of…Practical Issues in Structural Modeling (1987)Practical Issues in Structura…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)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)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)Job Burnout (2001)Job demands, job resources, and their relationship with burnout and engagement: a multi‐sample study (2004)Job Engagement: Antecedents and Effects on Job Performance (2010)Linking job demands and resources to employee engagement and burnout: A theoretical extension and meta-analytic test. (2010)WORK ENGAGEMENT: A QUANTITATIVE REVIEW AND TEST OF ITS RELATIONS WITH TASK AND CONTEXTUAL PERFORMANCE (2011)Structural Model Evaluation and Modification: An Interval Estimation Approach (1990)Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. (1998)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)The nature and causes of job satisfaction (1976)Handbook of Industrial and Organizational Psychology. 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(1962)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Social Psychology of Organizations. (1979)The Commitment-Trust Theory of Relationship Marketing (1994)Perceived organizational support: A review of the literature. (2002)Social Exchange Theory: An Interdisciplinary Review (2005)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 National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)lavaan : An R Package for Structural Equation Modeling (2012)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)
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References

  • 1992Alternative Ways of Assessing Model Fit27,192 cited
  • 1991Structural Equations with Latent Variables.17,443 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1990A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment.6,114 cited
  • 1987Practical Issues in Structural Modeling5,797 cited
  • 2006Antecedents and consequences of employee engagement5,569 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1999Whence Consumer Loyalty?4,891 cited
  • 2002Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis.4,617 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1996Applications of structural equation modeling in marketing and consumer research: A review2,550 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
  • 2005Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate.2,274 cited
  • 1995Why Satisfied Customers Defect

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2,226 cited
  • 2000Customer satisfaction with services: putting perceived value into the equation1,832 cited
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