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Attitude toward the Customer: A Study of Product Returns Episodes
16 references·1 citing·44 second hop
Attitude toward the Customer: A Study of Product Returns Episodes (2007)Attitude toward the Customer: A Study of …External Control of Organizations: Resource Dependence Perspective (2011)External Control of Organizat…The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)The iron cage revisited insti…Going Backwards: Reverse Logistics Trends and Practices (1999)Going Backwards: Reverse Logi…WHEN EMPLOYEES FEEL BETRAYED: A MODEL OF HOW PSYCHOLOGICAL CONTRACT VIOLATION DEVELOPS (1997)WHEN EMPLOYEES FEEL BETRAYED:…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…Trust and Breach of the Psychological Contract (1996)Trust and Breach of the Psych…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…Managing Legitimacy: Strategic and Institutional Approaches (1995)Managing Legitimacy: Strategi…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …The Double-Edge of Organizational Legitimation (1990)The Double-Edge of Organizati…Psychological and implied contracts in organizations (1989)Psychological and implied con…The Cognitive Structure of Emotions (1988)The Cognitive Structure of Em…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Institutional Theories of Organization (1987)Institutional Theories of Org…Markets and Hierarchies (1975)Markets and HierarchiesThe Social Construction of Reality: A Treatise in the Sociology of Knowledge. (1967)The Social Construction of Re…Complaint as a persuasion attempt: Front line employees’ perceptions of complaint legitimacy (2018)Complaint as a persuasion att…A Garbage Can Model of Organizational Choice (1972)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)The Population Ecology of Organizations (1977)Toward a Theory of Stakeholder Identification and Salience: Defining the Principle of who and What Really Counts (1997)International Norm Dynamics and Political Change (1998)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)The Social Psychology of Organizations. (1979)Research in Organizational Behavior. (1986)PERCEIVED ORGANIZATIONAL SUPPORT AND LEADER-MEMBER EXCHANGE: A SOCIAL EXCHANGE PERSPECTIVE. (1997)Commitment in the workplace: toward a general model (2001)Reciprocation of perceived organizational support. (2001)The Structure of Scientific Revolutions (1963)The Structure of Scientific Revolutions. (1964)Exploring internal stickiness: Impediments to the transfer of best practice within the firm (1996)Manifesto Of The Communist Party (2011)Seeking Qualitative Rigor in Inductive Research (2012)Conceptualizing the circular economy: An analysis of 114 definitions (2017)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors (1990)An Integrative Model Of Organizational Trust (1995)Psychological Safety and Learning Behavior in Work Teams (1999)TRUST AND DISTRUST IN ORGANIZATIONS: Emerging Perspectives, Enduring Questions (1999)Trust in leadership: Meta-analytic findings and implications for research and practice. (2002)Exchange and Power in Social Life (2017)The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields (1983)WHY COMPANIES GO GREEN: A MODEL OF ECOLOGICAL RESPONSIVENESS. (2000)Modes of Network Governance: Structure, Management, and Effectiveness (2007)The psychology of interpersonal relations. (1958)Exchange and Power in Social Life. (1965)Trust And Distrust: New Relationships and Realities (1998)An Integrative Model of Organizational Trust: Past, Present, and Future (2007)Handbook of Positive Psychology (2001)Core affect and the psychological construction of emotion. (2003)The Benefits of Frequent Positive Affect: Does Happiness Lead to Success? (2005)Organizational Information Requirements, Media Richness and Structural Design (1986)The Relational View: Cooperative Strategy and Sources of Interorganizational Competitive Advantage (1998)The Evolution of Cooperation (1981)Social Capital in the Creation of Human Capital (2000)Varieties of Capitalism (2001)
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References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 2004The iron cage revisited institutional isomorphism and collective rationality in organizational fields25,805 cited
  • 1995Managing Legitimacy: Strategic and Institutional Approaches19,858 cited
  • 1967The Social Construction of Reality: A Treatise in the Sociology of Knowledge.16,459 cited
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  • 1988The Cognitive Structure of Emotions6,207 cited
  • 1989Psychological and implied contracts in organizations3,695 cited
  • 1996Trust and Breach of the Psychological Contract3,027 cited
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  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1999Going Backwards: Reverse Logistics Trends and Practices

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1,663 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
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    • 2018Complaint as a persuasion attempt: Front line employees’ perceptions of complaint legitimacy23 cited