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The effect of customer social status and dissatisfaction on service performance
16 references·0 citing·38 second hop
The effect of customer social status and dissatisfaction on service performance (2018)The effect of customer social status and …Exchange and Power in Social Life (2017)Exchange and Power in Social …The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention (2015)The relationship between cust…How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. (2014)How does a servant leader fue…Gaining trust as well as respect in communicating to motivated audiences about science topics (2014)Gaining trust as well as resp…Social benefits of luxury brands as costly signals of wealth and status (2011)Social benefits of luxury bra…Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures (2010)Is Customer Participation in …Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. (2008)Getting even for customer mis…Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships. (2007)Transforming service employee…The Feedback Environment Scale: Construct Definition, Measurement, and Validation (2004)The Feedback Environment Scal…The role of employee effort in satisfaction with service transactions (1995)The role of employee effort i…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Development and validation of a scale for measuring state self-esteem. (1991)Development and validation of…The Managed Heart: Commercialization of Human Feeling (1985)The Managed Heart: Commercial…The Managed Heart: Commercialization of Human Feeling (1984)The Managed Heart: Commercial…Human Groups and Social Categories: Studies in Social Psychology. (1983)Human Groups and Social Categ…Exchange and Power in Social Life. (1965)Exchange and Power in Social …The Principles of Psychology (1891)An Inventory for Measuring Depression (1961)Society and the Adolescent Self-Image (1965)Self-esteem as an interpersonal monitor: The sociometer hypothesis. (1995)Development and validation of the State Hope Scale. (1996)The nature and function of self-esteem: Sociometer theory (2000)The Social Psychology of Organizations. (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Consequences of individual feedback on behavior in organizations. (1979)Effects of feedback intervention on performance: A historical review, a meta-analysis, and a preliminary feedback intervention theory. (1996)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)The Social Context of Performance Appraisal: A Review and Framework for the Future (2004)DOES PERFORMANCE IMPROVE FOLLOWING MULTISOURCE FEEDBACK? A THEORETICAL MODEL, META‐ANALYSIS, AND REVIEW OF EMPIRICAL FINDINGS (2005)Core Self-Evaluations (2011)Culture's Consequences: International Differences in Work-Related Values (1981)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Cultures and Organizations: Software of the Mind. (1993)The Role of Customer Engagement Behavior in Value Co-Creation (2014)Value co-creation: concept and measurement (2014)Service Research Priorities in a Rapidly Changing Context (2015)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Social Psychology of Intergroup Relations (1982)Social Identity Theory and the Organization (1989)Stereotypes and prejudice: Their automatic and controlled components. (1989)The Commitment-Trust Theory of Relationship Marketing (1994)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)Social Capital in the Creation of Human Capital (2000)Emotional Intelligence (1990)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)The Job Demands‐Resources model: state of the art (2007)Social Capital: Its Origins and Applications in Modern Sociology (1998)FOUCAULT, POWER/KNOWLEDGE, AND ITS RELEVANCE FOR HUMAN RESOURCE MANAGEMENT (1993)Emotional transmission in the classroom: Exploring the relationship between teacher and student enjoyment. (2009)Generative AI at Work (2023)
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References

  • 2017Exchange and Power in Social Life16,134 cited
  • 1965Exchange and Power in Social Life.13,771 cited
  • 1984The Managed Heart: Commercialization of Human Feeling8,747 cited
  • 1983Human Groups and Social Categories: Studies in Social Psychology.4,111 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1985The Managed Heart: Commercialization of Human Feeling3,352 cited
  • 1991Development and validation of a scale for measuring state self-esteem.2,139 cited
  • 2010Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures1,093 cited
  • 1995The role of employee effort in satisfaction with service transactions618 cited
  • 2004The Feedback Environment Scale: Construct Definition, Measurement, and Validation597 cited
  • 2007Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships.585 cited
  • 2011Social benefits of luxury brands as costly signals of wealth and status511 cited
  • 2014Gaining trust as well as respect in communicating to motivated audiences about science topics498 cited
  • 2008Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage.

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479 cited
  • 2015The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention413 cited
  • 2014How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance.402 cited
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