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Service America!: Doing Business in the New Economy
0 references·16 citing·54 second hopsampled
Service America!: Doing Business in the New Economy (1985)Service America!: Doing Business in the N…Key determinants of passenger loyalty in the low-cost airline business (2014)Key determinants of passenger…Understanding hotel employees’ service sabotage: Emotional labor perspective based on conservation of resources theory (2013)Understanding hotel employees…Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy (2009)Customer Reactions to Emotion…Development and validation of the hospitality emotional labor scale (2006)Development and validation of…Customer Self-Efficacy and Response to Service (2006)Customer Self-Efficacy and Re…Must "Service With a Smile" Be Stressful? The Moderating Role of Personal Control for American and French Employees. (2005)Must "Service With a Smile" B…The impact of demand fluctuation on the quality of service: a tourism industry example (2000)The impact of demand fluctuat…INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation (2000)INTSERVQUAL – an internal ada…The Psychosocial Consequences of Emotional Labor (1999)The Psychosocial Consequences…Emotion at Work: To What Extent are We Expressing, Suppressing, or Faking It? (1999)Emotion at Work: To What Exte…Competitive advantage through anticipation, innovation and relationships (1999)Competitive advantage through…Doing for Others on the Job: The Affective Requirements of Service Work, Gender, and Emotional Well-Being (1997)Doing for Others on the Job: …Ideas, interests, and institutionalization: “trade in services” and the Uruguay Round (1992)Ideas, interests, and institu…Service quality: An international comparison of bank customers’ expectations and perceptions (1991)Service quality: An internati…WHEN CASHIERS MEET CUSTOMERS: AN ANALYSIS OF THE ROLE OF SUPERMARKET CASHIERS. (1989)WHEN CASHIERS MEET CUSTOMERS:…Assessing Operations Management from a Strategic Perspective (1989)Assessing Operations Manageme…Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being. (2010)A Multilevel Field Investigation of Emotional Labor, Affect, Work Withdrawal, and Gender (2011)A Meta‐Analytic Structural Model of Dispositonal Affectivity and Emotional Labor (2012)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Self-Efficacy: The Exercise of Control (1999)Holiday recovery experiences, tourism satisfaction and life satisfaction – Is there a relationship? (2015)Trust-building processes in tourist coopetition: The case of a Polish region (2015)An investigation of customer satisfaction with low-cost and full-service airline companies (2017)The Presentation of Self in Everyday Life. (1956)Work and motivation (1964)The social psychology of organizing (1969)ALIENATING AND LIBERATING EMOTIONS AT WORK (1993)Determinants and consequences of employee displayed positive emotions (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Scale Development : Theory and Applications (1991)Moving emotional labor beyond surface and deep acting (2011)Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance (2012)A Service Quality Model and its Marketing Implications (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Internal service quality as a driver of employee satisfaction, commitment and performance (2016)The impact of perceived crowding on customer satisfaction (2016)Brand awareness, image, physical quality and employee behavior as building blocks of customer-based brand equity: Consequences in the hotel context (2019)Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Self-efficacy mechanism in human agency. (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The relationship between consumer complaining behavior and service recovery (2010)A study of antecedents and outcomes of social media WOM towards luxury brand purchase intention (2020)Information overload and fake news sharing: A transactional stress perspective exploring the mitigating role of consumers’ resilience during COVID-19 (2021)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Competitive advantage, creating and sustaining superior performance (1985)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Operations as marketing: A competitive service strategy (1991)The Crucial Interrelationship Between Manufacturing Strategy and Organizational Culture (1995)An Empirical Analysis of the Product-Process Matrix (1996)The Conditions of Economic Progress. (1951)THE STAGES OF ECONOMIC GROWTH (1959)The Coming of Post-Industrial Society: A Venture in Social Forecasting (1974)Interests, Power, Knowledge: The Study of International Regimes (1996)Epistemic communities, collective entrepreneurship and European integration (2001)Recasting the Global Political Economy: Counting Women's Unpaid Work (2007)The Social System (1951)Emotion Work, Feeling Rules, and Social Structure (1979)The Managed Heart: Commercialization of Human Feeling (1984)The Neglect and Importance of Emotion at Work (1999)The Managed Hand (2003)Perceived Organizational Support as a Moderator of Emotional Labor/Outcomes Relationships (2009)The state of the heart: Emotional labor as emotion regulation reviewed and revised. (2017)From surviving to thriving in the gig economy: A research agenda for individuals in the new world of work (2018)
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  • 2009Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy580 cited
  • 2005Must "Service With a Smile" Be Stressful? The Moderating Role of Personal Control for American and French Employees.505 cited
  • 1989WHEN CASHIERS MEET CUSTOMERS: AN ANALYSIS OF THE ROLE OF SUPERMARKET CASHIERS.354 cited
  • 2006Development and validation of the hospitality emotional labor scale294 cited
  • 1989Assessing Operations Management from a Strategic Perspective289 cited
  • 1999The Psychosocial Consequences of Emotional Labor251 cited
  • 2006Customer Self-Efficacy and Response to Service250 cited
  • 1992Ideas, interests, and institutionalization: “trade in services” and the Uruguay Round248 cited
  • 2000INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation247 cited
  • 2014Key determinants of passenger loyalty in the low-cost airline business237 cited
  • 2013Understanding hotel employees’ service sabotage: Emotional labor perspective based on conservation of resources theory236 cited
  • 1999Emotion at Work: To What Extent are We Expressing, Suppressing, or Faking It?217 cited
  • 2000The impact of demand fluctuation on the quality of service: a tourism industry example216 cited

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1991
Service quality: An international comparison of bank customers’ expectations and perceptions
204 cited
  • 1997Doing for Others on the Job: The Affective Requirements of Service Work, Gender, and Emotional Well-Being178 cited
  • 1999Competitive advantage through anticipation, innovation and relationships177 cited