Organizational socialization of service customers

Journal of Business Research

Volumn 25, Issue 3, 1992, Pages 197-214

  Kelley, Scott W ^a   Skinner, Steven J ^a   Donnelly Jr , James H ^a  

^a UNIVERSITY OF KENTUCKY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 38249008476     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/0148-2963(92)90029-B     Document Type: Article

References (74)

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2. On the Evaluation of Structural Equation Models
3. Comments on the Job of the Executive
4. Evaluating Service Encounters The Effects of Physical Surrounding and Employee Responses
5. The Service Encounter Diagnosing Favorable and Unfavorable Incidents
6. Boundary-Spanning-Role Employees and the Service Encounter: Some Guidelines for Management and Research
7. A Gap Analysis of Professional Service Quality
8. A Paradigm for Developing Better Measures of Marketing Constructs
9. Organizational Climate and Job Satisfaction in the Salesforce
10. Television and Interpersonal Influences on Adolescent Consumer Learning
11. Effects of Relationship Marketing on Satisfaction Retention and Prices in the Life Insurance Industry
12. Sales Force Socialization
13. A Contingency Theory of Socialization
14. Conceptualizing and Measuring Organizational and Psychological Climate: Pitfalls in Multilevel Research
15. Strategic Management and Marketing in the Service Sector
16. Innovative Marketing Strategies and Organization Structures for Service Firms
17. Seven Key Areas of Research According to the Nordic School of Service Marketing
18. A Service Quality Model and Its Marketing Implications
19. Internal Marketing—Theory and Practice
20. Service Quality Improvement and Control: A Customer-Based Approach
21. Theory of the Firm: Managerial Behavior, Agency Costs and Ownership Structure
22. Optimal Stimulation Level—Exploratory Behavior Models
23. Some Problems in the Measurement of Organizational Climate
24. Structural Analysis of Covariance and Correlation Matrices
25. An Examination of Level and Direction of Effort and Job Performance
26. Customer Participation in Service Production and Delivery
27. Is Satisfaction Redundant with Organizational Climate?
28. Conceptual Insights into Consumer Satisfaction With Services
29. Classifying Services to Gain Strategic Marketing Insights
30. A Comparison of the Impact of Organizational Climate on the Job Satisfaction of Manufacturers' Agents and Company Salespeople
31. Role Stress Among Industrial Buyers An Integrative Model
32. On the Quality of Services in Encounters: An Agency Perspective
33. Motivating the Client/Employee System as a Service Production Strategy
34. Toward a Core Typology of Service Organizations
35. Perspectives on the Technology of Service Operations
36. Clients as “Partial” Employees of Service Organizations: Role Development in Client Participation
37. Consumer Socialization A Theoretical and Empirical Analysis
38. Decision Making Among the Young A Socialization Perspective
39. A Conceptual Model of Service Quality and Its Implications for Future Research
40. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality
41. Suggestions for a Sociological Approach to the Theory of Organizations—I
42. How Are Clients Integrated into Service Organizations?
43. The Effects of Organizational Climate on Managerial Job Performance and Job Satisfaction
44. Consumer Satisfaction with Professional Services
45. When Cashiers Meet Customers An Analysis of the Role of Supermarket Cashiers
46. Indices of Consumer Socialization for Retailing Research
47. Organizational Socialization and the Profession of Management
48. Notes on Climate and Culture
49. Employee and Customer Perceptions of Service in Banks: Replication and Extension
50. Employee and Customer Perceptions of Service in Banks
51. On the Etiology of Climates
52. Script-Based Evaluations of Satisfaction With Services
53. Predictability and Personalization in the Service Encounter
54. Consumer and Provider Expectations and Experiences in Evaluating Professional Service Quality
55. The Motivational Components of Goal Setting
56. Validation and Extension of an Individual Differences Model of Work Performance
57. Motivation, Behavior, and Performance: A Closer Examination of Goal Setting and Monetary Incentives
58. Police Socialization A Longitudinal Examination of Job Attitudes in an Urban Police Department
59. Breaking In: Socialization to Work
60. People Processing: Strategies of Organizational Socialization
61. Toward a Theory of Organizational Socialization
62. Consumer Socialization
63. Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness