Introducing employee social identification to customer satisfaction research: a hotel industry study
暂无分享,去创建一个
[1] Jochen Wirtz,et al. Services Marketing: People, Technology, Strategy , 2000 .
[2] H. Liao,et al. A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES , 2004 .
[3] Michael J. Platow,et al. Social identity at work: Developments, debates, directions , 2003 .
[4] B. Schneider,et al. The service organization: Human resources management is crucial , 1993 .
[5] B. Schneider. Employee and Customer Perceptions of Service in Banks. , 1980 .
[6] Richard A. Guzzo,et al. Creating a climate and culture for sustainable organizational change , 1996 .
[7] H. Tajfel. Social identity and intergroup behaviour , 1974 .
[8] Fred A. Mael,et al. Social identity theory and the organization , 1989 .
[9] Services Management: the new paradigm in hospitality , 2003 .
[10] E. Gummesson. Marketing‐orientation Revisited: The Crucial Role of the Part‐time Marketer , 1991 .
[11] A. Mattila,et al. The Role of Emotions in Service Encounters , 2002 .
[12] O. Ferrell,et al. The management of customer-contact service employees: An empirical investigation. , 1996 .
[13] B. Tabachnick,et al. Using Multivariate Statistics , 1983 .
[14] Jukka Lipponen,et al. Predicting the different profiles of organizational identification: A case of shipyard subcontractors , 2005 .
[15] Peter W. Hom,et al. SERV∗OR: A managerial measure of organizational service-orientation , 1998 .
[16] Jeff W. Johnson. LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION , 1996 .
[17] Neil Paulsen. “Who Are We Now?”: Group Identity, Boundaries, and the (Re)Organizing Process , 2003 .
[18] D. van Knippenberg,et al. Organizational identification after a merger: a social identity perspective. , 2002, The British journal of social psychology.
[19] D. Lee-Ross. Development of the service predisposition instrument , 2000 .
[20] Ron Zemke,et al. Service America!: Doing Business in the New Economy , 2008 .
[21] Naomi Ellemers,et al. PERCEIVED INTRAGROUP VARIABILITY AS A FUNCTION OF GROUP STATUS AND IDENTIFICATION , 1995 .
[22] Darren Lee-Ross,et al. Organization behaviour for leisure services , 2003 .
[23] Shawn Carraher,et al. Development of a Biodata Index to Measure Service-Orientation , 1997 .
[24] W. Sasser,et al. The service profit chain , 1997 .
[25] B. Schneider,et al. Service Quality: Research Perspectives , 2003 .
[26] Fred A. Mael,et al. The Power of Resistance: Sustaining Valued Identities , 1998 .
[27] Fred A. Mael,et al. Alumni and their alma mater: A partial test of the reformulated model of organizational identification , 1992 .
[28] Benjamin Schneider,et al. The perception of organizational climate: The customer's view. , 1973 .
[29] 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.
[30] Stephen L. Vargo,et al. The Four Service Marketing Myths , 2004 .
[31] Michael J. Burke,et al. An examination of service-related antecedents to retail store performance , 1999 .
[32] David Solnet,et al. Service Climate, Employee Identification, and Customer Outcomes in Hotel Property Rebrandings , 2006 .
[33] B. Schneider,et al. Employee and customer perceptions of service in banks: Replication and extension. , 1985 .
[34] Linda L. Price,et al. Going to Extremes: Managing Service Encounters and Assessing Provider Performance , 1995 .
[35] Samo Bobek,et al. Service orientation in transitional markets: does it matter? , 2000 .
[36] Benjamin Schneider,et al. Some Correlates of Experienced Job Stress: A Boundary Role Study , 1979 .
[37] Michael J. Platow,et al. Social Identity at Work : Developing Theory for Organizational Practice , 2014 .
[38] B. Schneider,et al. A passion for service: Using content analysis to explicate service climate themes. , 1992 .
[39] Arnon E. Reichers,et al. On the Etiology of Climates. , 1983 .
[40] B. Schneider,et al. The Climate for Service , 2006 .
[41] E. V. Schie,et al. Foci and correlates of organizational identification , 2000 .
[42] Celia V. Harquail,et al. Organizational images and member identification. , 1994 .
[43] Leonard L. Berry,et al. Book Review: On Great Service: A Framework for Action , 1997 .
[44] Fred A. Mael,et al. LOYAL FROM DAY ONE: BIODATA, ORGANIZATIONAL IDENTIFICATION, AND TURNOVER AMONG NEWCOMERS , 1995 .
[45] John E. Timmerman,et al. Service orientation and performance: an organizational perspective , 2006 .
[46] Michael A. Hogg,et al. Social Identity Processes in Organizational Contexts , 2001 .
[47] Benjamin Schneider. Welcome to the world of services management , 2004 .
[48] Jagdip Singh. Performance Productivity and Quality of Frontline Employees in Service Organizations , 2000 .
[49] Josephine Pryce,et al. A preliminary study of service predispositions amongst hospitality workers in Australia , 2005 .
[50] L. Berry,et al. Service Clues and Customer Assessment of the Service Experience: Lessons from Marketing , 2006 .
[51] M. Hogg,et al. Social Identity and Self-Categorization Processes in Organizational Contexts , 2000 .
[52] Tom Postmes,et al. More than a Metaphor: Organizational Identity Makes Organizational Life Possible , 2003 .
[53] Joerg Dietz,et al. Service Climate Effects on Customer Attitudes: An Examination of Boundary Conditions , 2004 .
[54] S. Alexander Haslam,et al. Psychology in Organizations: The Social-Identity Approach , 2000 .
[55] M. Deery,et al. An Agenda for Special Event Research: Lessons from the Past and Directions for the Future , 2003 .
[56] S. Kelley. Developing Customer Orientation among Service Employees , 1992 .
[57] Peter Jones,et al. Creating Positive Service Encounters , 1989 .
[58] N. Schmitt,et al. An exercise design approach to understanding assessment center dimension and exercise constructs. , 1992 .
[59] Naomi Ellemers,et al. Career-oriented versus team-oriented commitment and behavior at work , 1998 .
[60] Riccardo Peccei,et al. The antecedents of employee commitment to customer service: evidence from a UK , 1997 .
[61] Yong-Ki Lee,et al. The structural relationships between service orientation, mediators, and business performance in Korean hotel firms. , 1999 .
[62] Jochen Wirtz,et al. Singapore Airlines: what it takes to sustain service excellence – a senior management perspective , 2003 .
[63] Susan S. White,et al. Relationship marketing: An organizational perspective , 1997 .
[64] James G. Maxham,et al. Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees , 2000 .
[65] M. Ronald Buckley,et al. Measuring Service Orientation with Biodata , 2000 .
[66] Anne O'Brien,et al. Changing identity: predicting adjustment to organizational restructure as a function of subgroup and superordinate identification. , 2002, The British journal of social psychology.
[67] B. Schneider,et al. Creating the climate and culture of success , 1994 .