-
1
-
-
0000589044
-
Production, information costs, and economic organization
-
Alchian, A.A. and Demsetz, H. (1972), "Production, information costs, and economic organization", American Economic Review, Vol. 62, pp. 777-99.
-
(1972)
American Economic Review
, vol.62
, pp. 777-799
-
-
Alchian, A.A.1
Demsetz, H.2
-
2
-
-
0141900606
-
Moderator variables: A classification of conceptual, analytic, and psychometric issues
-
Arnold, H.J. (1982), "Moderator variables: a classification of conceptual, analytic, and psychometric issues", Organizational Behavior and Human Performance, Vol. 29, pp. 143-74.
-
(1982)
Organizational Behavior and Human Performance
, vol.29
, pp. 143-174
-
-
Arnold, H.J.1
-
4
-
-
0003611164
-
-
Martin's Press, New York, NY
-
Benn, S.I. and Gaus, G.F. (1983), Public and Private in Social Life, Martin's Press, New York, NY.
-
(1983)
Public and Private in Social Life
-
-
Benn, S.I.1
Gaus, G.F.2
-
6
-
-
84973839424
-
Organizational obstacles: Links with financial performance, customer satisfaction, and job satisfaction in a service environment
-
Brown, K.A. and Mitchell, T.R. (1993), "Organizational obstacles: links with financial performance, customer satisfaction, and job satisfaction in a service environment", Human Relations, Vol. 46, pp. 725-57.
-
(1993)
Human Relations
, vol.46
, pp. 725-757
-
-
Brown, K.A.1
Mitchell, T.R.2
-
7
-
-
0032124248
-
Applying and assessing two methods for measuring complexity in manufacturing
-
Calinescu, A., Efstathiou, J., Schirn, J. and Bermejo, J. (1998), "Applying and assessing two methods for measuring complexity in manufacturing", Journal of the Operational Research Society, Vol. 49, pp. 723-33.
-
(1998)
Journal of the Operational Research Society
, vol.49
, pp. 723-733
-
-
Calinescu, A.1
Efstathiou, J.2
Schirn, J.3
Bermejo, J.4
-
8
-
-
0003519438
-
-
Lawrence Erlbaum Associates, Hillsdale, NJ
-
Cohen, J. and Cohen, P. (1983), Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences, (2nd ed.), Lawrence Erlbaum Associates, Hillsdale, NJ.
-
(1983)
Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences, (2nd Ed.)
-
-
Cohen, J.1
Cohen, P.2
-
9
-
-
0000277455
-
Organizational innovation: A meta-analysis of effects of determinants and moderators
-
Damanpour, F. (1991), "Organizational innovation: a meta-analysis of effects of determinants and moderators", Academy of Management Journal, Vol. 34, pp. 555-90.
-
(1991)
Academy of Management Journal
, vol.34
, pp. 555-590
-
-
Damanpour, F.1
-
10
-
-
21844506411
-
Cumulative encounter satisfaction in the hotel conference press
-
Danaher, P.J. and Mattsson, J. (1994), "Cumulative encounter satisfaction in the hotel conference press", International Journal of Service Industry Management, Vol. 5, pp. 72-84.
-
(1994)
International Journal of Service Industry Management
, vol.5
, pp. 72-84
-
-
Danaher, P.J.1
Mattsson, J.2
-
11
-
-
0032332325
-
A comparison of service delivery processes of different complexity
-
Danaher, P.J. and Mattsson, J. (1998), "A comparison of service delivery processes of different complexity", International Journal of Service Industry Management, Vol. 9, pp. 48-63.
-
(1998)
International Journal of Service Industry Management
, vol.9
, pp. 48-63
-
-
Danaher, P.J.1
Mattsson, J.2
-
12
-
-
0002469577
-
A national customer satisfaction barometer: The Swedish experience
-
Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, Vol. 56, pp. 6-21.
-
(1992)
Journal of Marketing
, vol.56
, pp. 6-21
-
-
Fornell, C.1
-
13
-
-
0001276941
-
Defensive marketing strategy by customer complaint management: A theoretical analysis
-
Fornell, C. and Wernerfelt, B. (1987), "Defensive marketing strategy by customer complaint management: a theoretical analysis", Journal of Marketing Research, Vol. 24, pp. 337-46.
-
(1987)
Journal of Marketing Research
, vol.24
, pp. 337-346
-
-
Fornell, C.1
Wernerfelt, B.2
-
14
-
-
0019477208
-
Management: Is it really generic?
-
Fottler, M.D. (1981), "Management: is it really generic?", Academy of Management Review, Vol. 6, pp. 1-12.
-
(1981)
Academy of Management Review
, vol.6
, pp. 1-12
-
-
Fottler, M.D.1
-
15
-
-
43949152538
-
A mid-range theory of the interactive effects of international and product diversification on innovation and performance
-
Hitt, M.A., Hoskisson, R.E. and Ireland, R.D. (1994), "A mid-range theory of the interactive effects of international and product diversification on innovation and performance", Journal of Management, Vol. 20, pp. 297-326.
-
(1994)
Journal of Management
, vol.20
, pp. 297-326
-
-
Hitt, M.A.1
Hoskisson, R.E.2
Ireland, R.D.3
-
16
-
-
0003618132
-
-
Sage Publications, Newbury Park, London, New Delhi
-
Jaccard, J., Turrisi, R. and Wan, C.K. (1990), Interactions Effects in Multiple Regression, Sage Publications, Newbury Park, London, New Delhi.
-
(1990)
Interactions Effects in Multiple Regression
-
-
Jaccard, J.1
Turrisi, R.2
Wan, C.K.3
-
17
-
-
0000949746
-
Aggregation bias in estimates perceptual agreement
-
James, L.R. (1982), "Aggregation bias in estimates perceptual agreement", Journal of Applied Psychology, Vol. 67, pp. 219-29.
-
(1982)
Journal of Applied Psychology
, vol.67
, pp. 219-229
-
-
James, L.R.1
-
18
-
-
58049220690
-
Estimating within-group interrater reliability with and without response bias
-
James, L.R., Demaree, R.G. and Wolf, G. (1984), "Estimating within-group interrater reliability with and without response bias", Journal of Applied Psychology, Vol. 6, pp. 85-98.
-
(1984)
Journal of Applied Psychology
, vol.6
, pp. 85-98
-
-
James, L.R.1
Demaree, R.G.2
Wolf, G.3
-
19
-
-
0030300482
-
Linking employee perceptions of service climate to customer satisfaction
-
Johnson, J.W. (1996), "Linking employee perceptions of service climate to customer satisfaction", Personnel Psychology, Vol. 49, pp. 831-51.
-
(1996)
Personnel Psychology
, vol.49
, pp. 831-851
-
-
Johnson, J.W.1
-
20
-
-
0007784023
-
Levels issues in theory development, data collection, and analysis
-
Klein, K.J., Dansereau, F. and Hall, R. (1994), "Levels issues in theory development, data collection, and analysis", Academy of Management Review, Vol. 19, pp. 195-229.
-
(1994)
Academy of Management Review
, vol.19
, pp. 195-229
-
-
Klein, K.J.1
Dansereau, F.2
Hall, R.3
-
21
-
-
0001228039
-
Organization and customer: Managing design and coordination of services
-
Larsson, R. and Bowen, D. (1989), "Organization and customer: managing design and coordination of services", Academy of Management Review, Vol. 14, pp. 213-33.
-
(1989)
Academy of Management Review
, vol.14
, pp. 213-233
-
-
Larsson, R.1
Bowen, D.2
-
22
-
-
0001415152
-
Organizational assimilation of innovations: A multilevel contextual analysis
-
Meyer, A.D. and Goes, J.B. (1988), "Organizational assimilation of innovations: a multilevel contextual analysis", Academy of Management Journal, Vol. 31, pp. 897-923.
-
(1988)
Academy of Management Journal
, vol.31
, pp. 897-923
-
-
Meyer, A.D.1
Goes, J.B.2
-
23
-
-
0002106437
-
Cognitive, affective, and attribute bases of the satisfaction response
-
Oliver, R.L. (1993), "Cognitive, affective, and attribute bases of the satisfaction response", Journal of Consumer Research, Vol. 20, pp. 418-30.
-
(1993)
Journal of Consumer Research
, vol.20
, pp. 418-430
-
-
Oliver, R.L.1
-
24
-
-
3242660262
-
Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research
-
Parasuraman, A., Zeithaml, V.A. and Berry, L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for further research", Journal of Marketing, Vol. 58, pp. 111-24.
-
(1994)
Journal of Marketing
, vol.58
, pp. 111-124
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.3
-
25
-
-
0001057797
-
The public-private distinction in organization theory: A critique and research strategy
-
Perry, J.L. and Rainey H.G. (1988), "The public-private distinction in organization theory: a critique and research strategy", Academy of Management Review, Vol. 13, pp. 182-201.
-
(1988)
Academy of Management Review
, vol.13
, pp. 182-201
-
-
Perry, J.L.1
Rainey, H.G.2
-
26
-
-
84929068839
-
Consumer satisfaction with government services
-
Roth, V. and Bozinoff, L. (1989), "Consumer satisfaction with government services", The Service Industries Journal, Vol. 9, pp. 29-43.
-
(1989)
The Service Industries Journal
, vol.9
, pp. 29-43
-
-
Roth, V.1
Bozinoff, L.2
-
27
-
-
22044449859
-
Quality measurement in the public sector: Some perspectives from the service quality literature
-
Rowley, J. (1998), "Quality measurement in the public sector: some perspectives from the service quality literature", Total Quality Management, Vol. 9, pp. 321-33.
-
(1998)
Total Quality Management
, vol.9
, pp. 321-333
-
-
Rowley, J.1
-
28
-
-
85107982221
-
Return on quality (ROQ): Making service quality financially accountable
-
Rust, R.T., Zahorik, A.J. and Keiningham, T.L. (1995), "Return on quality (ROQ): making service quality financially accountable", Journal of Marketing, Vol. 59, pp. 58-70.
-
(1995)
Journal of Marketing
, vol.59
, pp. 58-70
-
-
Rust, R.T.1
Zahorik, A.J.2
Keiningham, T.L.3
-
29
-
-
21844498106
-
Employee attitudes and customer satisfaction: Making theoretical and empirical connections
-
Schmit, M.J. and Allscheid, S.P. (1995), "Employee attitudes and customer satisfaction: making theoretical and empirical connections", Personnel Psychology, Vol. 48, pp. 521-36.
-
(1995)
Personnel Psychology
, vol.48
, pp. 521-536
-
-
Schmit, M.J.1
Allscheid, S.P.2
-
30
-
-
0009127451
-
Employee and customer perceptions of service in banks: Replication and extension
-
Schneider, B. and Bowen, D.E. (1985), "Employee and customer perceptions of service in banks: replication and extension", Journal of Applied Psychology, Vol. 70, pp. 423-33.
-
(1985)
Journal of Applied Psychology
, vol.70
, pp. 423-433
-
-
Schneider, B.1
Bowen, D.E.2
-
31
-
-
0032041689
-
Linking service climate and customer perceptions of service quality: Test of a causal model
-
Schneider, B., White, S.S. and Paul, M.C. (1998), "Linking service climate and customer perceptions of service quality: test of a causal model", Journal of Applied Psychology, Vol. 83, pp. 150-63.
-
(1998)
Journal of Applied Psychology
, vol.83
, pp. 150-163
-
-
Schneider, B.1
White, S.S.2
Paul, M.C.3
-
32
-
-
0003068216
-
Service positioning through structural change
-
Shostack, G.L. (1987), "Service positioning through structural change", Journal of Marketing, Vol. 51, pp. 34-43.
-
(1987)
Journal of Marketing
, vol.51
, pp. 34-43
-
-
Shostack, G.L.1
-
33
-
-
0000620888
-
Assessing regression-based importance weights for quality perceptions and satisfaction judgements in the presence of higher order and/or interaction effects
-
Taylor, S.A. (1997), "Assessing regression-based importance weights for quality perceptions and satisfaction judgements in the presence of higher order and/or interaction effects", Journal of Retailing, Vol. 73, pp. 135-59.
-
(1997)
Journal of Retailing
, vol.73
, pp. 135-159
-
-
Taylor, S.A.1
-
34
-
-
43949153571
-
An assessment of the relationships between service quality and customer satisfaction in the formation of consumers' purchase intentions
-
Taylor, S.A. and Baker, T.L. (1994), "An assessment of the relationships between service quality and customer satisfaction in the formation of consumers' purchase intentions", Journal of Retailing, Vol. 70, pp. 163-78.
-
(1994)
Journal of Retailing
, vol.70
, pp. 163-178
-
-
Taylor, S.A.1
Baker, T.L.2
-
35
-
-
0003628529
-
-
Lexington, New York, NY
-
Wamsley, G.L. and Zald, M.N. (1973), The Political Economy of Public Organizations, Lexington, New York, NY.
-
(1973)
The Political Economy of Public Organizations
-
-
Wamsley, G.L.1
Zald, M.N.2
-
36
-
-
0642312804
-
Measuring service quality in the public sector: The potential for SERVQUAL
-
Wisniewski, M. and Donnelly, M. (1996), "Measuring service quality in the public sector: the potential for SERVQUAL", Total Quality Management, Vol. 7, pp. 357-65.
-
(1996)
Total Quality Management
, vol.7
, pp. 357-365
-
-
Wisniewski, M.1
Donnelly, M.2
|