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In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?
16 references·2 citing·41 second hop
In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries? (2022)In pursuit of service encounter quality: …Principles and Practice of Structural Equation Modeling (2012)Principles and Practice of St…STRATEGIC HUMAN RESOURCE MANAGEMENT IN SERVICE CONTEXT: TAKING CARE OF BUSINESS BY TAKING CARE OF EMPLOYEES AND CUSTOMERS (2010)STRATEGIC HUMAN RESOURCE MANA…Innovative Behavior in the Workplace: The Role of Performance and Image Outcome Expectations (2010)Innovative Behavior in the Wo…Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. (2009)Do they see eye to eye? Manag…Social Exchange Theory: An Interdisciplinary Review (2005)Social Exchange Theory: An In…The Impact of Psychological Contract Fulfillment on the Performance of In-Role and Organizational Citizenship Behaviors (2003)The Impact of Psychological C…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Desegregating HRM: A Review and Synthesis of Micro and Macro Human Resource Management Research (2002)Desegregating HRM: A Review a…Job demands, perceptions of effort‐reward fairness and innovative work behaviour (2000)Job demands, perceptions of e…Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Cutoff criteria for fit index…Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors (1997)Contact employees: Relationsh…Power analysis and determination of sample size for covariance structure modeling. (1996)Power analysis and determinat…Psychological Contracts in Organizations: Understanding Written and Unwritten Agreements (1995)Psychological Contracts in Or…An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment (1988)An Updated Paradigm for Scale…Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)Structural Equation Models wi…Exchange and Power in Social Life. (1965)Exchange and Power in Social …Assist me or replace me? Uncovering the influence of AI awareness on employees’ counterproductive work behaviors (2024)Assist me or replace me? Unco…Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector (2023)Examining the mediating effec…Significance tests and goodness of fit in the analysis of covariance structures. (1980)Structural Equations with Latent Variables. (1991)Alternative Ways of Assessing Model Fit (1992)Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. (1998)Evaluating the use of exploratory factor analysis in psychological research. (1999)Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign (1979)The Social Psychology of Organizations. (1979)EMPLOYEES' GOAL ORIENTATIONS, THE QUALITY OF LEADER-MEMBER EXCHANGE, AND THE OUTCOMES OF JOB PERFORMANCE AND JOB SATISFACTION. (2004)Measuring Innovative Work Behaviour (2010)Stress: Appraisal and Coping (2013)Innovation and Creativity in Organizations (2014)Coefficient Alpha and the Internal Structure of Tests (1951)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A Brief Tutorial on the Development of Measures for Use in Survey Questionnaires (1998)Structural Equation Modeling and Regression: Guidelines for Research Practice (2000)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Comparative fit indexes in structural models. (1990)Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures (2003)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-Reports in Organizational Research: Problems and Prospects (1986)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Common Method Bias in PLS-SEM (2015)The Theory of Social and Economic Organization. (1948)The Norm of Reciprocity: A Preliminary Statement (1960)Abusive supervision and workplace deviance and the moderating effects of negative reciprocity beliefs. (2007)Assessing the growth of remote working and its consequences for effort, well‐being and work‐life balance (2017)Social Exchange Theory: A Critical Review with Theoretical Remedies (2017)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)User Acceptance of Information Technology: Toward A Unified View1 (2003)PLS-SEM: Indeed a Silver Bullet (2011)POSITIVE PSYCHOLOGICAL CAPITAL: MEASUREMENT AND RELATIONSHIP WITH PERFORMANCE AND SATISFACTION (2007)Measurement invariance conventions and reporting: The state of the art and future directions for psychological research (2016)Assessing measurement model quality in PLS-SEM using confirmatory composite analysis (2019)Inequity In Social Exchange (1965)Social Capital: Its Origins and Applications in Modern Sociology (1998)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)Job Burnout (2001)Authentic leadership development: Getting to the root of positive forms of leadership (2005)
this work references cited by second hop

References

  • 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 2012Principles and Practice of Structural Equation Modeling38,893 cited
  • 1965Exchange and Power in Social Life.13,624 cited
  • 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics13,274 cited
  • 1996Power analysis and determination of sample size for covariance structure modeling.10,386 cited
  • 2005Social Exchange Theory: An Interdisciplinary Review10,051 cited
  • 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
  • 1995Psychological Contracts in Organizations: Understanding Written and Unwritten Agreements3,451 cited
  • 2000Job demands, perceptions of effort‐reward fairness and innovative work behaviour2,814 cited
  • 2010Innovative Behavior in the Workplace: The Role of Performance and Image Outcome Expectations1,556 cited
  • 2002Desegregating HRM: A Review and Synthesis of Micro and Macro Human Resource Management Research1,055 cited
  • 2009Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality.972 cited

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1997
Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors
948 cited
  • 2003The Impact of Psychological Contract Fulfillment on the Performance of In-Role and Organizational Citizenship Behaviors776 cited
  • 2010STRATEGIC HUMAN RESOURCE MANAGEMENT IN SERVICE CONTEXT: TAKING CARE OF BUSINESS BY TAKING CARE OF EMPLOYEES AND CUSTOMERS577 cited
  • Cited by

    • 2024Assist me or replace me? Uncovering the influence of AI awareness on employees’ counterproductive work behaviors35 cited
    • 2023Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector32 cited