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Serviceorientierung und Servicekompetenz von Kundenkontakt-Mitarbeitern
16 references·0 citing·42 second hop
Serviceorientierung und Servicekompetenz von Kundenkontakt-Mitarbeitern (2001)Serviceorientierung und Servicekompetenz …Academy of Management Journal (2013)Academy of Management JournalWorking with Emotional Intelligence (1999)Working with Emotional Intell…A META‐ANALYTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR (1995)A META‐ANALYTIC REVIEW OF ATT…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The Effect of a Market Orientation on Business Profitability (1990)The Effect of a Market Orient…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Const…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Prosocial Organizational Behaviors (1986)Prosocial Organizational Beha…Achievement motivation: Conceptions of ability, subjective experience, task choice, and performance. (1984)Achievement motivation: Conce…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Review of personality and social psychology (1983)Review of personality and soc…Measuring individual differences in empathy: Evidence for a multidimensional approach. (1983)Measuring individual differen…Self-monitoring of expressive behavior. (1974)Self-monitoring of expressive…A measure of emotional empathy1 (1972)A measure of emotional empath…Motivation reconsidered: The concept of competence. (1963)Motivation reconsidered: The …Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A multidimensional approach to individual differences in empathy (1980)The revised UCLA Loneliness Scale: Concurrent and discriminant validity evidence. (1980)Social dominance orientation: A personality variable predicting social and political attitudes. (1994)High Self‐Control Predicts Good Adjustment, Less Pathology, Better Grades, and Interpersonal Success (2004)The Functional Architecture of Human Empathy (2004)Mind, Self, and Society (2015)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Organizational Strategy, Structure, and Process (1978)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)The Capabilities of Market-Driven Organizations (1994)Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination (1998)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)Dimensions of Consumer Expertise (1987)Organizational culture and leadership (1993)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)The Field behind the Screen: Using Netnography for Marketing Research in Online Communities (2002)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The effects of leader and follower emotional intelligence on performance and attitude (2002)TARGET ARTICLES: "Emotional Intelligence: Theory, Findings, and Implications" (2004)The Bar-On model of emotional-social intelligence (ESI). (2006)Self-efficacy mechanism in human agency. (1982)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Emotional Intelligence, Cognitive Intelligence, and Job Performance (2006)7 Emotion in Organizations (2007)Hidden Connections: The Link Between Board Gender Diversity and Corporate Social Performance (2012)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1983Measuring individual differences in empathy: Evidence for a multidimensional approach.10,260 cited
  • 1990The Effect of a Market Orientation on Business Profitability7,973 cited
  • 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1999Working with Emotional Intelligence6,248 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 2013Academy of Management Journal4,798 cited
  • 1963Motivation reconsidered: The concept of competence.4,792 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1984Achievement motivation: Conceptions of ability, subjective experience, task choice, and performance.4,159 cited
  • 1974Self-monitoring of expressive behavior.3,416 cited
  • 1983Review of personality and social psychology3,365 cited
  • 1995A META‐ANALYTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR3,226 cited
  • 1972A measure of emotional empathy1

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2,359 cited
  • 1986Prosocial Organizational Behaviors2,093 cited
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