Customer Service Behavior
暂无分享,去创建一个
[1] B. Schneider,et al. Climate strength: a new direction for climate research. , 2002, The Journal of applied psychology.
[2] Robert F. Hurley,et al. Customer service behavior in retail settings: A study of the effect of service provider personality , 1998 .
[3] James K. Harter,et al. Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis. , 2002, The Journal of applied psychology.
[4] A. Parasuraman,et al. The nature and determinants of customer expectations of service , 1993 .
[5] B. Hesketh,et al. Job Requirements Biodata as a Predictor of Performance in Customer Service Roles , 2000 .
[6] John E. Delery,et al. Modes of theorizing in strategic human resource management: Tests of universalistic, contingency, and configurational performance predictions , 1996 .
[7] Michael A. McDaniel,et al. Validity of Customer Service Measures in Personnel Selection: A Review of Criterion and Construct Evidence , 1998 .
[8] M. A. Campion,et al. Follow-up and extension of the interdisciplinary costs and benefits of enlarged jobs. , 1993 .
[9] B. Schneider,et al. Creating the climate and culture of success , 1994 .
[10] Jennifer M. George,et al. Leader positive mood and group performance: The case of customer service. , 1995 .
[11] Jennifer M. George,et al. Personality, affect, and behavior in groups. , 1990 .
[12] Ann Marie Ryan,et al. ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL , 1996 .
[13] B. Schneider,et al. Employee and customer perceptions of service in banks: Replication and extension. , 1985 .
[14] A. Parasuraman,et al. Communication and Control Processes in the Delivery of Service Quality , 1988 .
[15] James W. Thompson. Employee attitudes, organizational performance, and qualitative factors underlying success , 1996 .
[16] O. Ferrell,et al. The management of customer-contact service employees: An empirical investigation. , 1996 .
[17] D. Day,et al. Personality and job performance: Evidence of incremental validity. , 1989 .
[18] B. Gutek,et al. Distinguishing between service relationships and encounters , 1999 .
[19] Martin Tolich,et al. ALIENATING AND LIBERATING EMOTIONS AT WORK , 1993 .
[20] Ruth N. Bolton,et al. A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery , 1999 .
[21] B. Schneider,et al. Which comes first: employee attitudes or organizational financial and market performance? , 2003, The Journal of applied psychology.
[22] 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.
[23] Raymond T. Lee,et al. Development and validation of the Emotional Labour Scale , 2003 .
[24] M. Schmit,et al. EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS , 1995 .
[25] Robert Waldersee,et al. The impact of positive and corrective feedback on customer service performance , 1994 .
[26] Kenneth P. Yusko,et al. Service Climate for Service Quality , 1993 .
[27] Timothy A. Judge,et al. Does affective disposition moderate the relationship between job satisfaction and voluntary turnover , 1993 .
[28] Scott W. Kelley,et al. Discretion and the Service Employee , 1993 .
[29] B. Schneider. Employee and Customer Perceptions of Service in Banks. , 1980 .
[30] B. Schneider,et al. A Framework for Analyzing Customer Service Orientations in Manufacturing , 1989 .
[31] C. Lengnick-Hall. Customer Contributions to Quality: A Different View of the Customer-Oriented Firm , 1996 .
[32] R. B. Woodruff,et al. Expectations and norms in models of consumer satisfaction. , 1987 .
[33] K. Reynolds,et al. Customer-sales associate retail relationships , 1996 .
[34] Barton A. Weitz,et al. The SOCO Scale: A measure of the customer orientation of salespeople. , 1982 .
[35] J. George. State or trait: Effects of positive mood on prosocial behaviors at work. , 1991 .
[36] Lance A. Bettencourt,et al. A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. , 2001, The Journal of applied psychology.
[37] Stephen G. Green,et al. Testing the combined effects of newcomer information seeking and manager behavior on socialization , 1998 .
[38] Willem Verbeke,et al. Do Organizational Practices Matter in Role Stress Processes? A Study of Direct and Moderating Effects for Marketing-Oriented Boundary Spanners , 1996 .
[39] B. Shamir,et al. Between Service and Servility: Role Conflict in Subordinate Service Roles , 1980 .
[40] Tony Simons,et al. Why managers should care about fairness: the effects of aggregate justice perceptions on organizational outcomes. , 2003, The Journal of applied psychology.
[41] S. Rogelberg,et al. Customer Service Behavior: The Interaction of Service Predisposition and Job Characteristics , 1999 .
[42] Jeffrey Blodgett,et al. The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions , 1993 .
[43] Emin Babakus,et al. An empirical assessment of the SERVQUAL scale , 1992 .
[44] Blake E. Ashforth,et al. Emotion in the Workplace: A Reappraisal , 1995 .
[45] A. Parasuraman,et al. A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .
[46] B. Lewis,et al. Defining and Measuring the Quality of Customer Service , 1990 .
[47] Irfan Ahmed,et al. Environmental and positional antecedents of management commitment to service quality: A conceptual framework , 1994 .
[48] Stephen S. Tax,et al. The effects of distributive, procedural, and interactional justice on postcomplaint behavior , 1997 .
[49] Cathy A. Enz,et al. The Impact of Empowerment on Service Employees , 1995 .
[50] S. Jackson,et al. Linking Competitive Strategies with Human Resource Management Practices , 1987 .
[51] C. Goodwin,et al. Consumer responses to service failures: Influence of procedural and interactional fairness perceptions , 1992 .
[52] Tom J. Brown,et al. The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings , 2002 .
[53] Carlene Wilson,et al. The Effectiveness of Task Clarification, Positive Reinforcement and Corrective Feedback in Changing Courtesy Among Police Staff , 1997 .
[54] F. Buttle. SERVQUAL: review, critique, research agenda , 1996 .
[55] Blake E. Ashforth,et al. Emotional Labor in Service Roles: The Influence of Identity , 1993 .
[56] Michael J. Burke,et al. Do situational variables act as substantive causes of relationships between individual difference variables? Two large-scale tests of "common cause" models. , 1996 .
[57] Gilbert A. Churchill,et al. Improving the measurement of service quality , 1993 .
[58] Anat Rafaeli,et al. Expression of Emotion as Part of the Work Role , 1987 .
[59] R L Shell,et al. A multi-level incentive model for service organizations. , 1992, Applied ergonomics.
[60] Barry J. Babin,et al. On the front lines: Stress, conflict, and the customer service provider , 1996 .
[61] A. Saks,et al. Socialization Tactics: Longitudinal Effects on Newcomer Adjustment , 1996 .
[62] Jerry R. Goolsby,et al. Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives , 1994 .
[63] David E. Bowen,et al. Managing customers as human resources in service organizations , 1986 .
[64] Steven A. Taylor,et al. Measuring Service Quality: A Reexamination and Extension , 1992 .
[65] Cher Thomas,et al. Effects of Customer Service Communication on Employees' Satisfaction , 1990 .
[66] Mary Jo Bitner,et al. Critical Service Encounters: The Employee's Viewpoint , 1994 .
[67] M. A. Campion,et al. Interdisciplinary Examination of the Costs and Benefits of Enlarged Jobs: A Job Design Quasi-Experiment , 1991 .
[68] J. George,et al. Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context. , 1990 .
[69] Lance A. Bettencourt,et al. Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors , 1997 .
[70] Beverley Sparks,et al. The impact of staff empowerment and communication style on customer evaluations: The special case of service failure , 1997 .
[71] Alicia A. Grandey,et al. Emotion regulation in the workplace: a new way to conceptualize emotional labor. , 2000, Journal of occupational health psychology.
[72] D. C. Anderson,et al. Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers. , 1988, Journal of applied behavior analysis.
[73] K. E. Clow,et al. Increasing Job Satisfaction of Service Personnel , 1994 .
[74] Karen A. Brown,et al. Organizational Obstacles: Links with Financial Performance, Customer Satisfaction, and Job Satisfaction in a Service Environment , 1993 .
[75] A. Parasuraman,et al. Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria , 1994 .
[76] E. Morrison,et al. Longitudinal study of the effects of information seeking on newcomer socialization , 1993 .
[77] Jeff A. Weekley,et al. Video-based situational testing. , 1997 .
[78] Scott W. Kelley,et al. An investigation of positive affect, prosocial behaviors and service quality , 1997 .
[79] Murray R. Barrick,et al. Five-Factor Model of personality and Performance in Jobs Involving Interpersonal Interactions , 1998 .
[80] Jeff A. Weekley,et al. FURTHER STUDIES OF SITUATIONAL TESTS , 1999 .
[81] Howard E. Miller,et al. Combining personality and cognitive ability predictors for hiring service-oriented employees , 1991 .
[82] A. Smith,et al. Measuring service quality: Is SERVQUAL now redundant? , 1995 .
[83] J Hogan,et al. How to measure service orientation. , 1984, The Journal of applied psychology.
[84] Jagdip Singh,et al. Boundary role ambiguity: Facets, determinants, and impacts. , 1993 .
[85] A. Parasuraman,et al. Reassessment of expectations as a comparison standard in measuring service quality: Implications , 1994 .
[86] H. Liao,et al. A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES , 2004 .
[87] A. Hochschild. Emotion Work, Feeling Rules, and Social Structure , 1979, American Journal of Sociology.
[88] Peter K. Mills,et al. Toward a Core Typology of Service Organizations , 1980 .