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Empowerment in service recovery: the role of self-regulation process of frontline employee
16 references·0 citing·52 second hop
Empowerment in service recovery: the role of self-regulation process of frontline employee (2019)Empowerment in service recovery: the role…An empirical study of employee loyalty, service quality and firm performance in the service industry (2009)An empirical study of employe…The Management of Organizational Justice (2007)The Management of Organizatio…The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes (2003)The Effect of Management Comm…Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)Service Failure and Recovery:…The Influence of Culture, Community, and the Nested‐Self in the Stress Process: Advancing Conservation of Resources Theory (2001)The Influence of Culture, Com…Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …The influence of selected antecedents on frontline staff’s perceptions of service recovery performance (2000)The influence of selected ant…Dynamic capabilities: what are they? (2000)Dynamic capabilities: what ar…BEYOND SELF-MANAGEMENT: ANTECEDENTS AND CONSEQUENCES OF TEAM EMPOWERMENT. (1999)BEYOND SELF-MANAGEMENT: ANTEC…An Investigation into the Antecedents of Organizational Citizenship Behaviors in a Personal Selling Context (1997)An Investigation into the Ant…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…The Self-Regulation of Attitudes, Intentions, and Behavior (1992)The Self-Regulation of Attitu…Cognitive Elements of Empowerment: An "Interpretive" Model of Intrinsic Task Motivation (1990)Cognitive Elements of Empower…The Empowerment Process: Integrating Theory and Practice (1988)The Empowerment Process: Inte…SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY (1988)SERVICE QUALITY: THE SIX CRIT…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 2000Dynamic capabilities: what are they?14,950 cited
  • 2001The Influence of Culture, Community, and the Nested‐Self in the Stress Process: Advancing Conservation of Resources Theory7,113 cited
  • 1988The Empowerment Process: Integrating Theory and Practice4,310 cited
  • 1990Cognitive Elements of Empowerment: An "Interpretive" Model of Intrinsic Task Motivation3,161 cited
  • 1992The Self-Regulation of Attitudes, Intentions, and Behavior2,185 cited
  • 1999BEYOND SELF-MANAGEMENT: ANTECEDENTS AND CONSEQUENCES OF TEAM EMPOWERMENT.2,099 cited
  • 2007The Management of Organizational Justice1,309 cited
  • 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
  • 1997An Investigation into the Antecedents of Organizational Citizenship Behaviors in a Personal Selling Context814 cited
  • 2003The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes

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561 cited
  • 2000The influence of selected antecedents on frontline staff’s perceptions of service recovery performance551 cited
  • 2009An empirical study of employee loyalty, service quality and firm performance in the service industry480 cited
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