Customer contact employees’ commitment to extra-role customer service: the effect of internal service quality perception

키워드

참고문헌 (51)

1. Aluja, A., "A cross-cultural shortened form of the ZKPQ (ZKPQ-50-cc) adapted to English, French, German, and Spanish languages", Personality and Individual Differences, 41(4), pp.619~628 (2006)[DOI]
2. Babin, B. B., "The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction", Journal of Retailing, 72(1), pp.57~75 (1996)[DOI]
3. Bateson, J. E., "Managing services marketing (2nd ed.)" (1995), Dryden Press
4. Bettencourt, L. A., "Contact employees: relationships among workplace fairness, job satisfaction and prosocial service behaviors", Journal of Retailing, 73(1), pp.39~61 (1997)[DOI]
5. Berry, L. L., "The employee as customer, In Services marketing" (1984), Prentice-Hall
6. Berry, L. L., "Marketing services : competing through quality" (1991), The Free Press
7. Bitner, M. J., "The service encounter : diagnosing favorable and unfavorable incidents", Journal of Marketing, 54(1), pp.71~84 (1990)
8. Bouranta, N., "The relationship between internal and external service quality", International Journal of Contemporary Hospitality Management, 21(3), pp.275~293 (2009)
9. Bowen, D. E., "Market-focused HRM in service organizations: Satisfying internal and external customers", Journal of Market-Focused Management, 1, pp.31~47 (1996)
10. Bowen, D. E., "The empowerment of service workers : what, why, how, and when", Sloan Management Review, 33(3), pp.31~39 (1992)
11. Brief, A. P., "Prosocial organizational behaviors", Academy of Management Review, 11(4), pp.710~725 (1986)
12. Chebat, J. C., "What makes contact employees perform? Reactions to employee perceptions of managerial practices", International Journal of Bank Marketing, 20(7), pp.325~332 (2002)[DOI]
13. Darden, W. R., "Exploring the concept of affective quality : expanding the concept of retail personality", Journal of Business Research, 29(2), pp.101~109 (1994)[DOI]
14. Dienhart, J. R., "Service orientation of restaurant employees", Hospitality Research Journal, 14(2), pp.421~429 (1991)[DOI]
15. Frost, F. A., "INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation", Journal of Services Marketing, 14(5), pp.358~377 (2000)[DOI]
16. George, J. M., "Understanding prosocial behavior, sales performance, and turnover : A group-level analysis in a service context", Journal of Applied Psychology, 75(6), pp.698~709 (1990)[DOI]
17. Gremler, Dwayne D., "The internal service encounter", International Journal of Service Industry Management, 5(2), pp.34~56 (1994)[DOI]
18. Hair, J. F., "Multivariate data analysis(6 ed.)" (2006), Pearson Education International
19. Hallowell, R., "The relationships of customer satisfaction, customer loyalty, and profitability : an empirical study", International Journal of Service Industry Management, 7(4), pp.27~42 (1996)[DOI]
20. Hallowell, R., "Internal service quality, customer and job satisfaction : linkages and implications for management", Human Resource Planning, 19(2), pp.20~31 (1996)
21. Harel, G. H., "The effect of human resource management practices on the perceptions of organizational and market performance of the firm", Human Resource Management, 38(3), pp.185~199 (1999)[DOI]
22. Hartline, M. D., "The Management of Customer-Contact Service Employees : An Empirical Investigation", Journal of Marketing, 60(4), pp.52~70 (1996)
23. Heskett, J. L., "Lessons in the service sector", Harvard Business Reviews, 65(2), pp.118~126 (1987)
24. Heskett, J. L., "Putting the service-profit chain to work", Harvard Business Review, 72(2), pp.164~174 (1994)
25. Heskett, J. L., "The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value" (1997), The Free Press
26. Katz, D., "The social psychology of organizations" (1978), John Wiley & Sons
27. Eun Young Kim, "The Effect of E-SERVQUAL on e-Loyalty for Apparel Online Shopping", Journal of Global Scholars of Marketing Science(마케팅과학연구), 19(4), pp.57~65 (2009), 한국마케팅과학회
28. Kim, H., "Service orientation for contact employees in Korean casual-dining restaurants", International Journal of Hospitality Management, 22(1), pp.67~83 (2003)[DOI]
29. Lam, S. S. K., "Measuring service quality : an empirical analysis in Hong Kong", International Journal of Management, 12(2), pp.182~188 (1995)
30. Lee, Y. K., "What factors influence customer-oriented prosocial behavior of customer-contact employees?", Journal of Services Marketing, 20(4), pp.251~264 (2006)[DOI]
31. Lewis, B., "Managing the service encounter : a focus on the employee", International Journal of Service Industry Management, 1(3), pp.41~52 (1990)[DOI]
32. Lings, I. N., "Managing service quality with internal marketing schematics", Long Range Planning, 32(4), pp.452~463 (1999)[DOI]
33. Lytle, R. S., "SERV*OR : A managerial measure of organizational service-orientation", Journal of Retailing, 74(4), pp.455~489 (1998)[DOI]
34. Marshall, G. W., "Exploring internal customer service quality", Journal of Business & Industrial Marketing, 13(4), pp.381~392 (1998)
35. Nagel, P. J. A., "Customer satisfaction : a comprehensive approach", International Journal of Physical Distribution & Logistics Management, 20(6), pp.2~46 (1990)[DOI]
36. Nelson, S. L., "RESERV : an instrument for measuring real estate brokerage service quality", Journal of Real Estate Research, 10(1), pp.99~113 (1995)
37. Nunnally, J. C., "Psychometric theory" (1978), McGraw-Hill
38. Parasuraman, A., "SERVQUAL : a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, 64(1), pp.12~37 (1988)
39. 박대환, "호텔기업 종업원의 서비스지향성이 서비스 성과, 직무만족과 조직몰입에 미치는 영향", Journal of Global Scholars of Marketing Science(마케팅과학연구), 17(4), pp.1~22 (2007), 한국마케팅과학회
40. Pecci, R., "The antecedents of employee commitment to customer service : evidence from a UK service context", The International Journal of Human Resource Management, 8(1), pp.66~86 (1997)[DOI]
41. Pfeffer, J., "Competitive advantage through people : unleashing the power of the work force" (1994), Harvard Business School Press
42. Pitt, Leyland F, & Jeantrout, B., "Management of customer expectations in service firms : a study and a checklist", The Service Industries Journal, 14(2), pp.170~189 (1994)[DOI]
43. Podsakoff, P. M., "Organizational Citizenship Behaviors and Sales Unit Effectiveness", Journal of Marketing Research, 31(3), pp.351~363 (1994)
44. Podsakoff, P. M., "Organizational citizenship behavior and the quantity and quality of work group performance", Journal of Applied Psychology, 82(2), pp.262~270 (1997)[DOI]
45. Puffer, S. M., "Prosocial behavior, noncompliant behavior, and work performance among commission salespeople", Journal of Applied Psychology, 72(4), pp.615~621 (1987)[DOI]
46. Ruekert, R. W., "Developing a market orientation: an organizational strategy perspective", International Journal of Research in Marketing, 9(3), pp.225~245 (1992)[DOI]
47. 류지호, "Examining Structural Relationships among LMX, Empowerment, Cooperation, and Organizational Citizenship Behavior in the Hotel Industry: A Moderating Role of Gender", 호텔경영학연구, 19(5), pp.71~89 (2010), 한국호텔외식경영학회
48. Schlesinger, L. A., "The service driven service company", Harvard Business Review, 69(5), pp.71~81 (1991)
49. Schneider, B., "The service organization : human resources management is crucial", Organizational Dynamics, 21(4), pp.39~52 (1993)[DOI]
50. Tortosa, V., "Internal market orientation and its influence on organisational performance", European Journal of Marketing, 43(11), pp.1435~1456 (2009)
51. Zeithaml, V. A., "Delivering service quality : balancing perceptions and expectations" (1990), The Free Press

관련 논문AI추천