-
1
-
-
41649112685
-
Structural equation modeling in practice: A review and recommended two-step approach
-
Anderson JC, Gerbing DW. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 411-423.
-
(1988)
Psychological Bulletin
, vol.103
, pp. 411-423
-
-
Anderson, J.C.1
Gerbing, D.W.2
-
2
-
-
0011482850
-
The linkage between customer satisfaction and employee-based measures of a company's strategic business intent
-
May, Orlando
-
Ashworth SD, Higgs C, Schneider B, Shepherd W, Carr LS. (1995, May). The linkage between customer satisfaction and employee-based measures of a company's strategic business intent. Paper presented at the Tenth Annual Conference of the Society for Industrial and Organizational Psychology, Inc., Orlando.
-
(1995)
Tenth Annual Conference of the Society for Industrial and Organizational Psychology, Inc.
-
-
Ashworth, S.D.1
Higgs, C.2
Schneider, B.3
Shepherd, W.4
Carr, L.S.5
-
3
-
-
0025397298
-
Comparative fit indexes in structural models
-
Bentler PM. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107, 238-246.
-
(1990)
Psychological Bulletin
, vol.107
, pp. 238-246
-
-
Bentler, P.M.1
-
4
-
-
4243159210
-
Significance tests and goodness-of-fit in the analysis of covariance structures
-
Bentler PM, Bonett DG. (1980). Significance tests and goodness-of-fit in the analysis of covariance structures. Psychological Bulletin, 88, 588-606.
-
(1980)
Psychological Bulletin
, vol.88
, pp. 588-606
-
-
Bentler, P.M.1
Bonett, D.G.2
-
6
-
-
0001810553
-
A longitudinal analysis of the impact of service changes on customer attitudes
-
Bolton RN, Drew JH. (1991). A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, 56, 1-9.
-
(1991)
Journal of Marketing
, vol.56
, pp. 1-9
-
-
Bolton, R.N.1
Drew, J.H.2
-
7
-
-
0002019449
-
A framework for analyzing customer service orientations in manufacturing
-
Bowen DE, Siehl C, Schneider B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management Review, 14, 75-95.
-
(1989)
Academy of Management Review
, vol.14
, pp. 75-95
-
-
Bowen, D.E.1
Siehl, C.2
Schneider, B.3
-
8
-
-
0001233581
-
Alternative ways of assessing model fit
-
Bollen KA, Long JS (Eds.). Newbury Park, CA: Sage Publications
-
Browne MW, Cudeck R. (1993). Alternative ways of assessing model fit. In Bollen KA, Long JS (Eds.), Testing structural equation models (pp. 136-162). Newbury Park, CA: Sage Publications.
-
(1993)
Testing Structural Equation Models
, pp. 136-162
-
-
Browne, M.W.1
Cudeck, R.2
-
10
-
-
0002430515
-
Training design for performance improvement
-
Campbell JP, Campbell RJ (Eds.). San Francisco: Jossey-Bass
-
Campbell JP (1988). Training design for performance improvement. In Campbell JP, Campbell RJ (Eds.), Productivity in organizations. San Francisco: Jossey-Bass.
-
(1988)
Productivity in Organizations
-
-
Campbell, J.P.1
-
11
-
-
0002891038
-
What industrial-organizational psychology has to say about productivity
-
Campbell JP, Campbell RJ (Eds.). San Francisco: Jossey-Bass
-
Campbell JP, Campbell RJ. (1988). What industrial-organizational psychology has to say about productivity. In Campbell JP, Campbell RJ (Eds.), Productivity in organizations (pp. 82-94). San Francisco: Jossey-Bass.
-
(1988)
Productivity in Organizations
, pp. 82-94
-
-
Campbell, J.P.1
Campbell, R.J.2
-
12
-
-
0002434411
-
Unemployment, job satisfaction, and employee turnover: A meta-analytic test of the Muchinsky model
-
Carsten JM, Spector PE. (1987). Unemployment, job satisfaction, and employee turnover: A meta-analytic test of the Muchinsky model. Journal of Applied Psychology, 72, 374-381.
-
(1987)
Journal of Applied Psychology
, vol.72
, pp. 374-381
-
-
Carsten, J.M.1
Spector, P.E.2
-
13
-
-
0002575262
-
Using utility analysis to assess training outcomes
-
Goldstein I (Ed.). San Francisco: Jossey-Bass
-
Cascio WF. (1989). Using utility analysis to assess training outcomes. In Goldstein I (Ed.), Training and development in work organizations. San Francisco: Jossey-Bass.
-
(1989)
Training and Development in Work Organizations
-
-
Cascio, W.F.1
-
15
-
-
0007744069
-
SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality
-
Cronin JJ, Taylor SA. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58, 125-131.
-
(1994)
Journal of Marketing
, vol.58
, pp. 125-131
-
-
Cronin, J.J.1
Taylor, S.A.2
-
19
-
-
0042050451
-
Personality, affect, and behavior in groups
-
George JM. (1990). Personality, affect, and behavior in groups. Journal of Applied Psychology, 75, 107-116.
-
(1990)
Journal of Applied Psychology
, vol.75
, pp. 107-116
-
-
George, J.M.1
-
20
-
-
21344475590
-
Personality, affect, and behavior in groups revisited: Comment on aggregation, levels of analysis, and a recent application of within and between analysis
-
George JM, James LR. (1993). Personality, affect, and behavior in groups revisited: Comment on aggregation, levels of analysis, and a recent application of within and between analysis. Journal of Applied Psychology, 78, 798-804.
-
(1993)
Journal of Applied Psychology
, vol.78
, pp. 798-804
-
-
George, J.M.1
James, L.R.2
-
21
-
-
38249009762
-
Consistency of job satisfaction across situations: Fact or framing artifact?
-
Gutek BA, Winter SJ. (1992). Consistency of job satisfaction across situations: Fact or framing artifact? Journal of Vocational Behavior, 41, 61-78.
-
(1992)
Journal of Vocational Behavior
, vol.41
, pp. 61-78
-
-
Gutek, B.A.1
Winter, S.J.2
-
22
-
-
0002442499
-
Productivity research: Reviewing psychological and economic perspectives
-
Campbell JP, Campbell RJ (Eds.). San Francisco, Jossey-Bass
-
Guzzo RA. (1988). Productivity research: Reviewing psychological and economic perspectives. In Campbell JP, Campbell RJ (Eds.), Productivity in organizations (pp. 63-81). San Francisco, Jossey-Bass.
-
(1988)
Productivity in Organizations
, pp. 63-81
-
-
Guzzo, R.A.1
-
23
-
-
0000691121
-
Group performance and intergroup relations in organizations
-
Dunnette MD, Hough LM (Eds.), 2nd ed. Palo Alto, CA: Consulting Psychologists Press
-
Guzzo RA, Shea GP. (1992). Group performance and intergroup relations in organizations. In Dunnette MD, Hough LM (Eds.), Handbook of industrial and organizational psychology, (Vol. 3, 2nd ed.) (pp. 269-313). Palo Alto, CA: Consulting Psychologists Press.
-
(1992)
Handbook of Industrial and Organizational Psychology
, vol.3
, pp. 269-313
-
-
Guzzo, R.A.1
Shea, G.P.2
-
24
-
-
0000360064
-
Turnover functionality versus turnover frequency: A note on work attitudes and organizational effectiveness
-
Hollenbeck JR, Williams CR. (1986). Turnover functionality versus turnover frequency: A note on work attitudes and organizational effectiveness. Journal of Applied Psychology, 71, 606-611.
-
(1986)
Journal of Applied Psychology
, vol.71
, pp. 606-611
-
-
Hollenbeck, J.R.1
Williams, C.R.2
-
25
-
-
0001538711
-
Job satisfaction and job performance: A metaanalysis
-
Iaffaldano MT, Muchinsky PM. (1985). Job satisfaction and job performance: A metaanalysis. Psychological Bulletin, 97, 251-273.
-
(1985)
Psychological Bulletin
, vol.97
, pp. 251-273
-
-
Iaffaldano, M.T.1
Muchinsky, P.M.2
-
27
-
-
0000249946
-
Team composition in organizational settings: Issues in managing a diverse workforce
-
Worchel S, Wood W, Simpson J (Eds.). Newbury Park, CA: Sage
-
Jackson SR. (1992). Team composition in organizational settings: Issues in managing a diverse workforce. In Worchel S, Wood W, Simpson J (Eds.), Group process and productivity (pp. 138-173). Newbury Park, CA: Sage.
-
(1992)
Group Process and Productivity
, pp. 138-173
-
-
Jackson, S.R.1
-
28
-
-
0000259346
-
Understanding the dynamics of diversity of diversity in decision-making teams
-
Guzzo RA, Salas E (Eds.). San Francisco: Jossey-Bass
-
Jackson SE, May KE, Whitney K. (1995). Understanding the dynamics of diversity of diversity in decision-making teams. In Guzzo RA, Salas E (Eds.), Team effectiveness and decision making in organizations, (pp. 204-261). San Francisco: Jossey-Bass.
-
(1995)
Team Effectiveness and Decision Making in Organizations
, pp. 204-261
-
-
Jackson, S.E.1
May, K.E.2
Whitney, K.3
-
29
-
-
34248478861
-
The unmeasured variables problem in path analysis
-
James LR. (1980). The unmeasured variables problem in path analysis. Journal of Applied Psychology, 65, 415-421.
-
(1980)
Journal of Applied Psychology
, vol.65
, pp. 415-421
-
-
James, L.R.1
-
30
-
-
0000949746
-
Aggregation bias in estimates of perceptual agreement
-
James LR. (1982). Aggregation bias in estimates of perceptual agreement. Journal of Applied Psychology, 67, 219-229.
-
(1982)
Journal of Applied Psychology
, vol.67
, pp. 219-229
-
-
James, L.R.1
-
31
-
-
58049220690
-
Estimating within-group interrater reliability with and without response bias
-
James LR, Demaree RG, Wolf G. (1984). Estimating within-group interrater reliability with and without response bias. Journal of Applied Psychology, 69, 85-98.
-
(1984)
Journal of Applied Psychology
, vol.69
, pp. 85-98
-
-
James, L.R.1
Demaree, R.G.2
Wolf, G.3
-
37
-
-
43949162295
-
Job satisfaction as a reflection of disposition: A multiple source causal analysis
-
Judge TA, Hulin CL. (1993). Job satisfaction as a reflection of disposition: A multiple source causal analysis. Organizational Behavior and Human Decision Processes, 56, 388-421.
-
(1993)
Organizational Behavior and Human Decision Processes
, vol.56
, pp. 388-421
-
-
Judge, T.A.1
Hulin, C.L.2
-
38
-
-
0007784023
-
Levels issues in theory development, data collection, and analysis
-
Klein KJ, Dansereau F, Hall RJ. (1994). Levels issues in theory development, data collection, and analysis. Academy of Management Review, 19, 195-229.
-
(1994)
Academy of Management Review
, vol.19
, pp. 195-229
-
-
Klein, K.J.1
Dansereau, F.2
Hall, R.J.3
-
39
-
-
0000855257
-
A disagreement about within-group agreement: Disentangling issues of consistency versus consensus
-
Kozlowski SWJ, Hattrup K. (1992). A disagreement about within-group agreement: Disentangling issues of consistency versus consensus. Journal of Applied Psychology, 77, 161-167.
-
(1992)
Journal of Applied Psychology
, vol.77
, pp. 161-167
-
-
Kozlowski, S.W.J.1
Hattrup, K.2
-
40
-
-
0011426695
-
Climate for service and productivity in high and low volume jobs: Further evidence for a redefinition of service
-
May, Orlando
-
Lundby KM, Dobbins GH, Kidder PJ. (1995, May). Climate for service and productivity in high and low volume jobs: Further evidence for a redefinition of service. Poster presented at the Tenth Annual Conference of the Society for Industrial and Organizational Psychology, Inc., Orlando.
-
(1995)
Tenth Annual Conference of the Society for Industrial and Organizational Psychology, Inc.
-
-
Lundby, K.M.1
Dobbins, G.H.2
Kidder, P.J.3
-
41
-
-
84986042788
-
A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior
-
Organ DW, Ryan K. (1995). A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. PERSONNEL PSYCHOLOGY, 48, 775-802.
-
(1995)
Personnel Psychology
, vol.48
, pp. 775-802
-
-
Organ, D.W.1
Ryan, K.2
-
42
-
-
58149207343
-
The relationship between satisfaction, attitudes, and performance: An organizational-level analysis
-
Ostroff C. (1992). The relationship between satisfaction, attitudes, and performance: An organizational-level analysis. Journal of Applied Psychology, 77, 963-974.
-
(1992)
Journal of Applied Psychology
, vol.77
, pp. 963-974
-
-
Ostroff, C.1
-
43
-
-
21144462781
-
Comparing correlations based on individual-level and aggregated data
-
Ostroff C. (1993). Comparing correlations based on individual-level and aggregated data. Journal of Applied Psychology, 78, 569-582.
-
(1993)
Journal of Applied Psychology
, vol.78
, pp. 569-582
-
-
Ostroff, C.1
-
44
-
-
0001171290
-
Management effectiveness, service quality, and organizational performance in banks
-
Paradise-Tornow CA. (1991). Management effectiveness, service quality, and organizational performance in banks. Human Resource Planning, 14, 129-140.
-
(1991)
Human Resource Planning
, vol.14
, pp. 129-140
-
-
Paradise-Tornow, C.A.1
-
45
-
-
0002408510
-
A conceptual model of service quality and its implications for future research
-
Parasuraman A, Geisha VA, Berry LL. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
-
(1985)
Journal of Marketing
, vol.49
, pp. 41-50
-
-
Parasuraman, A.1
Geisha, V.A.2
Berry, L.L.3
-
46
-
-
3242660262
-
Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research
-
Parasuraman A, Geisha VA, Berry LL. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58, 111-124.
-
(1994)
Journal of Marketing
, vol.58
, pp. 111-124
-
-
Parasuraman, A.1
Geisha, V.A.2
Berry, L.L.3
-
48
-
-
0000191195
-
A meta-analysis of the relationships between individual job satisfaction and individual performance
-
Petty MM, McGee GW, Cavender JW. (1984). A meta-analysis of the relationships between individual job satisfaction and individual performance. Academy of Management Review, 9, 712-721.
-
(1984)
Academy of Management Review
, vol.9
, pp. 712-721
-
-
Petty, M.M.1
McGee, G.W.2
Cavender, J.W.3
-
49
-
-
0000107155
-
Organizational productivity
-
Dunnette MD, Hough LM (Eds.), Palo Alto, California: Consulting Psychologists Press
-
Pritchard RD. (1992). Organizational productivity. In Dunnette MD, Hough LM (Eds.), Handbook of industrial and organizational psychology (Vol 3., pp. 443-472) Palo Alto, California: Consulting Psychologists Press.
-
(1992)
Handbook of Industrial and Organizational Psychology
, vol.3
, pp. 443-472
-
-
Pritchard, R.D.1
-
50
-
-
84868333144
-
Organizational performance and organizational-level training and support
-
Russell JS, Terborg JR, Powers ML. (1985). Organizational performance and organizational-level training and support. PERSONNEL PSYCHOLOGY, 38, 849-863.
-
(1985)
Personnel Psychology
, vol.38
, pp. 849-863
-
-
Russell, J.S.1
Terborg, J.R.2
Powers, M.L.3
-
52
-
-
21844498106
-
Employee attitudes and customer satisfaction: Making theoretical and empirical connections
-
Schmit MJ, Allscheid SP. (1995). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. PERSONNEL PSYCHOLOGY, 48, 521-536.
-
(1995)
Personnel Psychology
, vol.48
, pp. 521-536
-
-
Schmit, M.J.1
Allscheid, S.P.2
-
53
-
-
84992999633
-
The people make the place
-
Schneider B. (1987). The people make the place. PERSONNEL PSYCHOLOGY, 40, 437-453.
-
(1987)
Personnel Psychology
, vol.40
, pp. 437-453
-
-
Schneider, B.1
-
54
-
-
0003079545
-
Service quality and profits: Can you have your cake and eat it, too?
-
Schneider B. (1991). Service quality and profits: Can you have your cake and eat it, too? Human Resource Planning, 14, 151-157.
-
(1991)
Human Resource Planning
, vol.14
, pp. 151-157
-
-
Schneider, B.1
-
55
-
-
43949162903
-
The service organization: Human resources management is crucial
-
Schneider B, Bowen DE. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21, 39-52.
-
(1993)
Organizational Dynamics
, vol.21
, pp. 39-52
-
-
Schneider, B.1
Bowen, D.E.2
-
58
-
-
21144460639
-
A passion for service: Using content analysis to explicate service climate themes
-
Schneider B, Wheeler JK, Cox JF. (1992). A passion for service: Using content analysis to explicate service climate themes. Journal of Applied Psychology, 77, 705-716.
-
(1992)
Journal of Applied Psychology
, vol.77
, pp. 705-716
-
-
Schneider, B.1
Wheeler, J.K.2
Cox, J.F.3
-
59
-
-
33846282017
-
The knowledge, skill, and ability requirements for teamwork: Implications for human resource management
-
Stevens MJ, Campion MA. (1994). The knowledge, skill, and ability requirements for teamwork: Implications for human resource management. Journal of Management, 20, 503-530.
-
(1994)
Journal of Management
, vol.20
, pp. 503-530
-
-
Stevens, M.J.1
Campion, M.A.2
-
60
-
-
0000036451
-
Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores
-
Sutton RI, Rafaeli A. (1988). Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores. Academy of Management Journal, 31, 461-487.
-
(1988)
Academy of Management Journal
, vol.31
, pp. 461-487
-
-
Sutton, R.I.1
Rafaeli, A.2
-
61
-
-
12144266402
-
Expectations as a comparison standard in measuring service quality: An assessment of a reassessment
-
Teas RK. (1994). Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58, 132-139.
-
(1994)
Journal of Marketing
, vol.58
, pp. 132-139
-
-
Teas, R.K.1
-
62
-
-
0011485814
-
Employee satisfaction leads to customer service
-
Tompkins NC. (1992). Employee satisfaction leads to customer service. HR Magazine, 93-95.
-
(1992)
HR Magazine
, pp. 93-95
-
-
Tompkins, N.C.1
-
63
-
-
0001994931
-
Service quality and management practices: A look at employee attitudes, customer satisfaction, and bottom-line consequences
-
Tornow WW, Wiley JW. (1991). Service quality and management practices: A look at employee attitudes, customer satisfaction, and bottom-line consequences. Human Resource Planning, 14, 105-116.
-
(1991)
Human Resource Planning
, vol.14
, pp. 105-116
-
-
Tornow, W.W.1
Wiley, J.W.2
-
64
-
-
38249005363
-
General factors of affective temperament and their relation to job satisfaction over time
-
Watson D, Slack AK. (1993). General factors of affective temperament and their relation to job satisfaction over time. Organizational Behavior and Human Decision Processes, 54, 181-202.
-
(1993)
Organizational Behavior and Human Decision Processes
, vol.54
, pp. 181-202
-
-
Watson, D.1
Slack, A.K.2
-
65
-
-
0002295620
-
Want customer satisfaction? Satisfy your employees first
-
Weaver JJ. (1994). Want customer satisfaction? Satisfy your employees first. HR Magazine, 109-110.
-
(1994)
HR Magazine
, pp. 109-110
-
-
Weaver, J.J.1
-
66
-
-
0002249950
-
Customer satisfaction and employee opinions: A supportive work environment and its financial cost
-
Wiley JW. (1991). Customer satisfaction and employee opinions: A supportive work environment and its financial cost. Human Resource Planning, 14, 117-128.
-
(1991)
Human Resource Planning
, vol.14
, pp. 117-128
-
-
Wiley, J.W.1
-
68
-
-
0000370969
-
Longitudinal field methods for studying reciprocal relationships in organizational behavior research: Toward improved causal analysis
-
Williams LJ, Podsakoff PM. (1989). Longitudinal field methods for studying reciprocal relationships in organizational behavior research: Toward improved causal analysis. Research in Organizational Behavior, 11, 247-292.
-
(1989)
Research in Organizational Behavior
, vol.11
, pp. 247-292
-
-
Williams, L.J.1
Podsakoff, P.M.2
|