메뉴 건너뛰기




Volumn 16, Issue 4, 2002, Pages 85-95

Who's the boss? Contending with competing expectations from customers and management

Author keywords

[No Author keywords available]

Indexed keywords


EID: 0036880430     PISSN: 10795545     EISSN: None     Source Type: Journal    
DOI: 10.5465/ame.2002.8951332     Document Type: Review
Times cited : (73)

References (48)
  • 1
    • 0020824581 scopus 로고
    • The customer-contact model for organizational design
    • Chase, R. B., & Tansik, D. A. 1983. The customer-contact model for organizational design. Management Science, 29(9): 1037-1051.
    • (1983) Management Science , vol.29 , Issue.9 , pp. 1037-1051
    • Chase, R.B.1    Tansik, D.A.2
  • 2
    • 0002517017 scopus 로고
    • A role theory perspective on dyadic interactions: The service encounter
    • Solomon, M. R., et al. 1985. A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing, 49(1): 99-111.
    • (1985) Journal of Marketing , vol.49 , Issue.1 , pp. 99-111
    • Solomon, M.R.1
  • 4
    • 84925925760 scopus 로고
    • Between service and servility: Role conflict in subordinate service roles
    • Shamir, B. 1980. Between service and servility: Role conflict in subordinate service roles. Human Relations, 10(10): 741-756.
    • (1980) Human Relations , vol.10 , Issue.10 , pp. 741-756
    • Shamir, B.1
  • 5
    • 84986706406 scopus 로고
    • A note on tipping and employee perceptions and attitudes
    • Shamir, B. 1983. A note on tipping and employee perceptions and attitudes. Journal of Occupational Psychology, 56(3): 255-259.
    • (1983) Journal of Occupational Psychology , vol.56 , Issue.3 , pp. 255-259
    • Shamir, B.1
  • 6
    • 0000125450 scopus 로고
    • Some correlates of experienced job stress: A boundary role study
    • Parkington, J. J., & Schneider, B. 1979. Some correlates of experienced job stress: A boundary role study. Academy of Management Journal, 22(2): 270-281.
    • (1979) Academy of Management Journal , vol.22 , Issue.2 , pp. 270-281
    • Parkington, J.J.1    Schneider, B.2
  • 7
    • 0002999325 scopus 로고
    • Perceived control and the service encounter
    • J. A. Czepiel, M. R. Solomon, & C. F. Surprenant (Eds.). Lexington, MA: Lexington Books
    • Bateson, J. 1985. Perceived control and the service encounter. In J. A. Czepiel, M. R. Solomon, & C. F. Surprenant (Eds.), The service encounter: Managing employee/customer interaction in service businesses: 67-82. Lexington, MA: Lexington Books.
    • (1985) The Service Encounter: Managing Employee/Customer Interaction in Service Businesses , pp. 67-82
    • Bateson, J.1
  • 8
    • 84977373821 scopus 로고
    • Linking strategy and human resource practices: How employee and customer contracts are created
    • Rousseau, D. M., & Wade-Benzoni, K. A. 1994. Linking strategy and human resource practices: How employee and customer contracts are created. Human Resource Management, 33(3): 463-489.
    • (1994) Human Resource Management , vol.33 , Issue.3 , pp. 463-489
    • Rousseau, D.M.1    Wade-Benzoni, K.A.2
  • 9
    • 0007032862 scopus 로고
    • Changing obligations and the psychological contract: A longitudinal study
    • Robinson, S. L., Kraartz, M. S., & Rousseau, D. M. 1994. Changing obligations and the psychological contract: A longitudinal study. Academy of Management Journal, 37(1): 137-152.
    • (1994) Academy of Management Journal , vol.37 , Issue.1 , pp. 137-152
    • Robinson, S.L.1    Kraartz, M.S.2    Rousseau, D.M.3
  • 10
    • 0000530504 scopus 로고
    • Changing work relationships in the 1990s
    • C. Cooper & D. Rousseau (Eds.). New York: John Wiley
    • McLean Parks, J., & Kidder, D. 1994. Changing work relationships in the 1990s. In C. Cooper & D. Rousseau (Eds.), Trends in organizational behavior; 111-136. New York: John Wiley; Rousseau, D. M. 1995. Psychological contracts in organizations: Understanding written and unwritten agreements. Thousand Oaks, CA: Sage; and Rousseau, D. M., & McLean Parks, J. 1993. The contracts of individuals and organizations. In L. L. Cummings & B. M. Staw (Eds.), Research in Organizational Behavior; 1-43. Greenwich, CT: JAI Press.
    • (1994) Trends in Organizational Behavior , pp. 111-136
    • McLean Parks, J.1    Kidder, D.2
  • 11
    • 0003502190 scopus 로고
    • Thousand Oaks, CA: Sage
    • McLean Parks, J., & Kidder, D. 1994. Changing work relationships in the 1990s. In C. Cooper & D. Rousseau (Eds.), Trends in organizational behavior; 111-136. New York: John Wiley; Rousseau, D. M. 1995. Psychological contracts in organizations: Understanding written and unwritten agreements. Thousand Oaks, CA: Sage; and Rousseau, D. M., & McLean Parks, J. 1993. The contracts of individuals and organizations. In L. L. Cummings & B. M. Staw (Eds.), Research in Organizational Behavior; 1-43. Greenwich, CT: JAI Press.
    • (1995) Psychological Contracts in Organizations: Understanding Written and Unwritten Agreements
    • Rousseau, D.M.1
  • 12
    • 0002623725 scopus 로고
    • The contracts of individuals and organizations
    • L. L. Cummings & B. M. Staw (Eds.). Greenwich, CT: JAI Press
    • McLean Parks, J., & Kidder, D. 1994. Changing work relationships in the 1990s. In C. Cooper & D. Rousseau (Eds.), Trends in organizational behavior; 111-136. New York: John Wiley; Rousseau, D. M. 1995. Psychological contracts in organizations: Understanding written and unwritten agreements. Thousand Oaks, CA: Sage; and Rousseau, D. M., & McLean Parks, J. 1993. The contracts of individuals and organizations. In L. L. Cummings & B. M. Staw (Eds.), Research in Organizational Behavior; 1-43. Greenwich, CT: JAI Press.
    • (1993) Research in Organizational Behavior , pp. 1-43
    • Rousseau, D.M.1    McLean Parks, J.2
  • 17
    • 0036248422 scopus 로고    scopus 로고
    • A daily diary study of affective responses to psychological contract breach and exceeded promises
    • Conway, N., & Briner, R. B. 2002. A daily diary study of affective responses to psychological contract breach and exceeded promises. Journal of Organizational Behavior, 23(2): 287-302.
    • (2002) Journal of Organizational Behavior , vol.23 , Issue.2 , pp. 287-302
    • Conway, N.1    Briner, R.B.2
  • 18
    • 0013304261 scopus 로고    scopus 로고
    • A complete description of the study details are available from the authors
    • A complete description of the study details are available from the authors.
  • 19
    • 0001785608 scopus 로고    scopus 로고
    • Understanding customer delight and outrage
    • Schneider, B., & Bowen, D. E. 1999. Understanding customer delight and outrage. Sloan Management Review, 41(1): 35-45.
    • (1999) Sloan Management Review , vol.41 , Issue.1 , pp. 35-45
    • Schneider, B.1    Bowen, D.E.2
  • 22
    • 0003094298 scopus 로고    scopus 로고
    • Changing the deal while keeping the people
    • Rousseau, D. M. 1996. Changing the deal while keeping the people. The Academy of Management Executive, 10(1): 50-60.
    • (1996) The Academy of Management Executive , vol.10 , Issue.1 , pp. 50-60
    • Rousseau, D.M.1
  • 24
    • 0032399422 scopus 로고    scopus 로고
    • Managers as initiators of trust: An exchange relationship framework for understanding managerial trustworthy behavior
    • Whitener, E. M., et al. 1998. Managers as initiators of trust: An exchange relationship framework for understanding managerial trustworthy behavior. Academy of Management Review, 23(3): 513-530.
    • (1998) Academy of Management Review , vol.23 , Issue.3 , pp. 513-530
    • Whitener, E.M.1
  • 27
    • 0026824741 scopus 로고
    • The empowerment of service workers: What, why, how and when
    • Bowen, D. E., & Lawler, E. E., III. 1992. The empowerment of service workers: What, why, how and when. Sloan Management Review, 33(3): 31-40.
    • (1992) Sloan Management Review , vol.33 , Issue.3 , pp. 31-40
    • Bowen, D.E.1    Lawler E.E. III2
  • 31
    • 0031504301 scopus 로고    scopus 로고
    • When employees feel betrayed: A model of how psychological contract violation develops
    • Morrison, E. W., & Robinson, S. L. 1997. When employees feel betrayed: A model of how psychological contract violation develops. Academy of Management Review, 22(1): 226-256; and Robinson, S. 1996. Psychological contract breach and trust. Administrative Science Quarterly, 41(4):574-599.
    • (1997) Academy of Management Review , vol.22 , Issue.1 , pp. 226-256
    • Morrison, E.W.1    Robinson, S.L.2
  • 32
    • 0030351690 scopus 로고    scopus 로고
    • Psychological contract breach and trust
    • Morrison, E. W., & Robinson, S. L. 1997. When employees feel betrayed: A model of how psychological contract violation develops. Academy of Management Review, 22(1): 226-256; and Robinson, S. 1996. Psychological contract breach and trust. Administrative Science Quarterly, 41(4):574-599.
    • (1996) Administrative Science Quarterly , vol.41 , Issue.4 , pp. 574-599
    • Robinson, S.1
  • 33
    • 0002840875 scopus 로고
    • Communication and control processes in the delivery of service quality
    • Zeithaml, V. A., Berry, L. L, & Parasuraman, A. 1988. Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2): 35-48.
    • (1988) Journal of Marketing , vol.52 , Issue.2 , pp. 35-48
    • Zeithaml, V.A.1    Berry, L.L.2    Parasuraman, A.3
  • 37
  • 40
    • 0003351823 scopus 로고
    • Consumers eager to know values that guide business decisions
    • 6 November
    • Marketing News, Consumers eager to know values that guide business decisions, 6 November 1995: 5.
    • (1995) Marketing News , pp. 5
  • 41
    • 0030305485 scopus 로고    scopus 로고
    • Customer perceptions of corporate responses to product complaints: The role of explanations
    • Conlon, D. E., & Murray, N. M. 1996. Customer perceptions of corporate responses to product complaints: The role of explanations. Academy of Management Journal, 39(4): 1040-1056.
    • (1996) Academy of Management Journal , vol.39 , Issue.4 , pp. 1040-1056
    • Conlon, D.E.1    Murray, N.M.2
  • 45
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4): 41-50.
    • (1985) Journal of Marketing , vol.49 , Issue.4 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.