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An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes
16 references·2 citing·51 second hop
An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes (2024)An organizational behavior/human resource…“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers (2017)“Service Encounter 2.0”: An i…Winning the Service Game (2010)Winning the Service GameSocio-technical systems: From design methods to systems engineering (2010)Socio-technical systems: From…Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis (2010)Service Innovation Viewed Thr…A meta‐analytic investigation of the relationship between HRM bundles and firm performance (2009)A meta‐analytic investigation…Steps toward a science of service systems (2007)Steps toward a science of ser…Understanding HRM-Firm Performance Linkages: The Role of the "Strength" of the HRM System (2004)Understanding HRM-Firm Perfor…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…The service organization: Human resources management is crucial (1993)The service organization: Hum…The empowerment of service workers: what, why, how, and when. (1992)The empowerment of service wo…THE PEOPLE MAKE THE PLACE (1987)THE PEOPLE MAKE THE PLACEEmployee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…Employee and Customer Perceptions of Service in Banks (1980)Employee and Customer Percept…Toward a cognitive social learning reconceptualization of personality. (1973)Toward a cognitive social lea…The Causal Texture of Organizational Environments (1965)The Causal Texture of Organiz…Phygital service research (PSR): advancing FSR and TSR toward human-first experience design in hybrid physical-digital ecosystems (2025)Phygital service research (PS…Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications (2024)Customer experience (CX), emp…A Theory of Social Comparison Processes (1954)Personality and Assessment (1968)The Intuitive Psychologist And His Shortcomings: Distortions in the Attribution Process (1977)Social Learning Theory. (1978)The proactive component of organizational behavior: A measure and correlates (1993)Human Aggression (2002)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Social Psychology of Organizations. 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(1912)Systems Thinking, Systems Practice (1981)Design Patterns: Elements of Reusable Object-Oriented Software (1994)Advancing socio-technical systems thinking: A call for bravery (2013)West Meets East: New Concepts and Theories (2015)Product service system: A conceptual framework from a systematic review (2016)Handbook of Industrial and Organizational Psychology. (1977)PEOPLE AND ORGANIZATIONAL CULTURE: A PROFILE COMPARISON APPROACH TO ASSESSING PERSON-ORGANIZATION FIT (1991)PERSON‐ORGANIZATION FIT: AN INTEGRATIVE REVIEW OF ITS CONCEPTUALIZATIONS, MEASUREMENT, AND IMPLICATIONS (1996)CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT (2005)Intraclass correlations: Uses in assessing rater reliability. (1979)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)How low does ethical leadership flow? Test of a trickle-down model (2008)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)The empowering leadership questionnaire: the construction and validation of a new scale for measuring leader behaviors (2000)
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References

  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1987THE PEOPLE MAKE THE PLACE4,610 cited
  • 1973Toward a cognitive social learning reconceptualization of personality.3,181 cited
  • 2004Understanding HRM-Firm Performance Linkages: The Role of the "Strength" of the HRM System2,992 cited
  • 1965The Causal Texture of Organizational Environments2,968 cited
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  • 2010Socio-technical systems: From design methods to systems engineering1,621 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 2007Steps toward a science of service systems1,263 cited
  • 1992The empowerment of service workers: what, why, how, and when.1,243 cited
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  • 2017“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers778 cited
  • 2009A meta‐analytic investigation of the relationship between HRM bundles and firm performance739 cited
  • 1993The service organization: Human resources management is crucial710 cited
  • 2010Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis

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678 cited
  • 1980Employee and Customer Perceptions of Service in Banks640 cited
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    • 2024Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications32 cited
    • 2025Phygital service research (PSR): advancing FSR and TSR toward human-first experience design in hybrid physical-digital ecosystems20 cited