The effect of management commitment to service quality on employees affective and performance outcomes: An empirical investigation of the New Zealand public healthcare sector
暂无分享,去创建一个
Nicholas J. Ashill | Jayne Krisjanous | Janet. Carruthers | N. Ashill | J. Carruthers | Jayne Krisjanous
[1] C. Argyris. Empowerment: the emperor's new clothes. , 1998, Harvard business review.
[2] Greg L. Stewart,et al. The satisfaction and retention of frontline employees , 1996 .
[3] Valarie A. Zeithaml,et al. An empirical examination of relationships in an extended service quality model , 1990 .
[4] E. Pask. Moral Agency in Nursing: seeing value In the work and believing that i make a difference , 2003, Nursing ethics.
[5] Gilbert A. Churchill,et al. The determinants of salesperson performance: A meta-analysis. , 1985 .
[6] Jacob Cohen. Statistical Power Analysis for the Behavioral Sciences , 1969, The SAGE Encyclopedia of Research Design.
[7] Stephen S. Tax,et al. Recovering and Learning from Service Failure , 1998 .
[8] R. Greenleaf. The servant as leader , 2012 .
[9] A. Wilcock,et al. Obstetrical patient satisfaction. , 1996, Journal of health care marketing.
[10] Irfan Ahmed,et al. Environmental and positional antecedents of management commitment to service quality: A conceptual framework , 1994 .
[11] Luis V. Dominguez,et al. Channel Evolution: A Framework for Analysis: , 1992 .
[12] Richard A. Spreng,et al. Service recovery: Impact on satisfaction and intentions , 1995 .
[13] Pratibha A. Dabholkar,et al. Technology in Service Delivery: Implications for Self-Service and Service Support , 2000 .
[14] Linda McGillis Hall PhD Rn. Nursing staff mix models and outcomes , 2003 .
[15] E. Babakus,et al. An empirical test of the job satisfaction-turnover relationship: Assessing the role of job performance for retail managers , 1990 .
[16] Lance A. Bettencourt,et al. Customization of the service experience: the role of the frontline employee , 1996 .
[17] James G. Maxham,et al. Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees , 2000 .
[18] Mary Jo Bitner,et al. Critical Service Encounters: The Employee's Viewpoint , 1994 .
[19] C. Budge,et al. Health correlates of autonomy, control and professional relationships in the nursing work environment. , 2003, Journal of advanced nursing.
[20] J. Chébat,et al. The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations , 2000 .
[21] J. Hair. Multivariate data analysis , 1972 .
[22] K. Rondeau. Getting a second chance to make a first impression. , 1994, MLO: medical laboratory observer.
[23] Neal Schmitt,et al. Human resource practices, organizational climate, and customer satisfaction , 2001 .
[24] Jaebeom Suh,et al. The effect of work climate on critical employee and customer outcomes , 2001 .
[25] F. Bookstein,et al. Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory: , 1982 .
[26] L. Porter,et al. The Measurement of Organizational Commitment. , 1979 .
[27] H. Winklhofer,et al. Index Construction with Formative Indicators: An Alternative to Scale Development , 2001 .
[28] T. Beehr,et al. Relationship of stress to individually and organizationally valued states: higher order needs as a moderator. , 1976, The Journal of applied psychology.
[29] U. Reinhardt. Quality in consumer-driven health systems. , 1998, International journal for quality in health care : journal of the International Society for Quality in Health Care.
[30] Trudy Johnson,et al. Applied informatics for quality assessment and improvement. , 2004, Journal of nursing care quality.
[31] Peter W. Hom,et al. SERV∗OR: A managerial measure of organizational service-orientation , 1998 .
[32] R. Bagozzi. The self-regulation of attitudes, intentions, and behavior , 1992 .
[33] A. Parasuraman,et al. The Behavioral Consequences of Service Quality , 1996 .
[34] Ananthanarayanan Parasuraman,et al. CUSTOMER‐ORIENTED CORPORATE CULTURES ARE CRUCIAL TO SERVICES MARKETING SUCCESS , 1987 .
[35] L. Porter,et al. Alternative Approaches to the Employee-Organization Relationship: Does Investment in Employees Pay Off? , 1997 .
[36] Jc Ko de Ruyter,et al. Customer equity considerations in service recovery: a cross‐industry perspective , 2000 .
[37] J. Scott Armstrong,et al. Estimating nonresponse bias in mail surveys. , 1977 .
[38] Ka‐shing Woo. Developing a Scale for Measuring Service Quality Perceptions in Distance Education , 1998 .
[39] Jane Ball,et al. Are teamwork and professional autonomy compatible, and do they result in improved hospital care? , 2001, Quality in Health Care.
[40] R. Johnston,et al. Internal service recovery: developing a new construct , 1999 .
[41] H. Wold. Systems Analysis by Partial Least Squares , 1983 .
[42] Mary Jo Bitner,et al. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: , 1990 .
[43] O. Ferrell,et al. The management of customer-contact service employees: An empirical investigation. , 1996 .
[44] C Lynne Ostrow,et al. Predicting Registered Nurse Job Satisfaction and Intent to Leave , 2003, The Journal of nursing administration.
[45] John P. Meyer,et al. Commitment in the workplace: toward a general model , 2001 .
[46] T. Powers,et al. The role of complaint management in the service recovery process. , 2001, The Joint Commission journal on quality improvement.
[47] Jagdip Singh. Performance Productivity and Quality of Frontline Employees in Service Organizations , 2000 .
[48] J. Wolfersteig,et al. Project report. Performance improvement a multidimensional model , 1998 .
[49] B. Lewis,et al. Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective , 1998 .
[50] Osman M. Karatepe,et al. The effect of management commitment to service quality on employees’ affective and performance outcomes , 2003 .
[51] Thomas F. Tumblin,et al. The power of servant leadership to transform health care organizations for the 21st-century economy. , 2002, Archives of surgery.
[52] John Schaubroeck,et al. A meta-analysis of self-supervisor, self-peer, and peer-supervisor ratings. , 1988 .
[53] E. Lawler,et al. Empowering Service Employees , 1995 .
[54] Osman M. Karatepe,et al. Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks , 2003 .
[55] Kent D. Fairfield. Whose Side Are You On? Interdependence and its Consequences in Management of Healthcare Delivery , 2004, Journal of healthcare management / American College of Healthcare Executives.
[56] James L. Heskett,et al. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью) , 2014 .
[57] Douglas N. Jackson,et al. Organizational commitment and job performance: It's the nature of the commitment that counts. , 1989 .
[58] Essam Mahmoud,et al. Information Systems Technology and Healthcare Quality Improvement , 1998 .
[59] Russ Forrester,et al. Empowerment: Rejuvenating a potent idea , 2000 .
[60] Christo Boshoff,et al. The influence of selected antecedents on frontline staff’s perceptions of service recovery performance , 2000 .
[61] M. Manojlovich,et al. The Relationship of Empowerment and Selected Personality Characteristics to Nursing Job Satisfaction , 2002, The Journal of nursing administration.
[62] Susan S. White,et al. Linking service climate and customer perceptions of service quality: test of a causal model. , 1998, The Journal of applied psychology.
[63] K. Bollen. Multiple indicators: Internal consistency or no necessary relationship? , 1984 .
[64] H. Leino‐Kilpi,et al. Nurse Empowerment, Job‐Related Satisfaction, and Organizational Commitment , 2003, Journal of nursing care quality.
[65] Terry S. Overton,et al. Estimating Nonresponse Bias in Mail Surveys , 1977 .
[66] R. Lennox,et al. Conventional wisdom on measurement: A structural equation perspective. , 1991 .
[67] K. E. Clow,et al. Increasing Job Satisfaction of Service Personnel , 1994 .
[68] B. Lewis,et al. Service failures and recovery in retail banking: the customers’ perspective , 2001 .
[69] M. Fottler,et al. Developing an outcomes report card for hospitals: a case study and implementation guidelines. , 1998, Journal of healthcare management / American College of Healthcare Executives.
[70] Steven P. Brown,et al. ANTECEDENTS AND CONSEQUENCES OF SALESPERSON JOB SATISFACTION: META ANALYSIS AND ASSESSMENT OF CAUSAL EFFECTS , 1993 .
[71] J. Edwards. Multidimensional Constructs in Organizational Behavior Research: An Integrative Analytical Framework , 2001 .
[72] E. Hayes. Managing job satisfaction for the long run. , 1993, Nursing management.
[73] B. Schneider,et al. Employee and customer perceptions of service in banks: Replication and extension. , 1985 .
[74] G. Chase,et al. Determinants of Hospital Staff Nurse Turnover , 1981, Medical care.
[75] Mile Terziovski,et al. A quantitative analysis of the relationship between empowerment practices and service quality outcomes , 2003 .
[76] D. Darby,et al. Factors that influence nurses' customer orientation. , 1999, Journal of nursing management.
[77] Jeffrey Pfeffer,et al. Competitive advantage through people : unleashing the power of the work force , 1995 .
[78] W. Joseph,et al. Internal marketing builds service quality. , 1996, Journal of health care marketing.
[79] Paul E. Spector,et al. Development of four self-report measures of job stressors and strain: Interpersonal Conflict at Work Scale, Organizational Constraints Scale, Quantitative Workload Inventory, and Physical Symptoms Inventory. , 1998, Journal of occupational health psychology.
[80] V. Upenieks. What Constitutes Effective Leadership?: Perceptions of Magnet and Nonmagnet Nurse Leaders , 2003, The Journal of nursing administration.
[81] A. Parasuraman,et al. Improving service quality in America: Lessons learned , 1994 .
[82] Linda McGillis Hall,et al. Nursing staff mix models and outcomes. , 2003 .
[83] Charles E. Beck,et al. The manager's open door and the communication climate , 1986 .