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Dienstleistungsproduktivität – Stand der Forschung und Zusammenhang zu zentralen vorökonomischen Größen im Dienstleistungsmarketing
16 references·0 citing·42 second hop
Dienstleistungsproduktivität – Stand der Forschung und Zusammenhang zu zentralen vorökonomischen Größen im Dienstleistungsmarketing (2011)Dienstleistungsproduktivität – Stand der …PERFORMANCE PRODUCTIVITY AND QUALITY FRONTLINE EMPLOYEES IN SERVICE ORGANIZATIONS (2020)PERFORMANCE PRODUCTIVITY AND …Stress: Appraisal and Coping (2013)Stress: Appraisal and CopingProduction-Line Approach to Service (2012)Production-Line Approach to S…Service Management and Marketing (2011)Service Management and Market…The Consequences of Technostress for End Users in Organizations: Conceptual Development and Empirical Validation (2008)The Consequences of Technostr…Service Management (2004)Service ManagementEvolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Service productivity (2002)Service productivityAssessing the Service-Profit Chain (2002)Assessing the Service-Profit …Performance Productivity and Quality of Frontline Employees in Service Organizations (2000)Performance Productivity and …Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Customer Satisfaction, Produc…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Emotional Labor in Service Roles: The Influence of Identity (1993)Emotional Labor in Service Ro…Stress, Appraisal, and Coping. New York, NY: Springer; (1984)Stress, Appraisal, and Coping…Die Betriebswirtschaft (1953)Die BetriebswirtschaftEmotion And Adaptation (1991)What Good Are Positive Emotions? (1998)Positive affect and the other side of coping. (2000)The job demands-resources model of burnout. (2001)Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being. (2003)Prejudice, social stress, and mental health in lesbian, gay, and bisexual populations: Conceptual issues and research evidence. (2003)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Stress, appraisal, and coping (1985)Technostress: Technological Antecedents and Implications1 (2011)Relationships among smartphone addiction, stress, academic performance, and satisfaction with life (2015)The technostress trifecta ‐ techno eustress, techno distress and design: Theoretical directions and an agenda for research (2017)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Quality, satisfaction and behavioral intentions (2000)The Presentation of Self in Everyday Life. (1956)The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)Emotional Labor and Burnout: Comparing Two Perspectives of “People Work” (2002)WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The balanced scorecard : measures that drive performance (1992)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Understanding Customer Experience Throughout the Customer Journey (2016)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)If it changes it must be a process: Study of emotion and coping during three stages of a college examination. (1985)The Affective Consequences of Service Work (1993)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)A definition for gamification: anchoring gamification in the service marketing literature (2016)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Multigroup Analysis in Partial Least Squares (PLS) Path Modeling: Alternative Methods and Empirical Results (2011)School Bullying: Development and Some Important Challenges (2013)
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References

  • 2013Stress: Appraisal and Coping27,826 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1953Die Betriebswirtschaft4,537 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1984Stress, Appraisal, and Coping. New York, NY: Springer;3,473 cited
  • 1993Emotional Labor in Service Roles: The Influence of Identity3,271 cited
  • 2008The Consequences of Technostress for End Users in Organizations: Conceptual Development and Empirical Validation2,056 cited
  • 2011Service Management and Marketing1,414 cited
  • 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
  • 2000Performance Productivity and Quality of Frontline Employees in Service Organizations727 cited
  • 2004Service Management722 cited
  • 2002Service productivity595 cited
  • 2012Production-Line Approach to Service534 cited
  • 2020PERFORMANCE PRODUCTIVITY AND QUALITY FRONTLINE EMPLOYEES IN SERVICE ORGANIZATIONS516 cited
  • 2002

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Assessing the Service-Profit Chain
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