-
1
-
-
33751403533
-
The selection and training of workers in the tourism and hospitality industries for the performance of emotional labour
-
Anderson, B., Provis, C., & Chappel, S. (2001). The selection and training of workers in the tourism and hospitality industries for the performance of emotional labour. Journal of Hospitality and Tourism Management, 10(1), 1-12.
-
(2001)
Journal of Hospitality and Tourism Management
, vol.10
, Issue.1
, pp. 1-12
-
-
Anderson, B.1
Provis, C.2
Chappel, S.3
-
2
-
-
0003010471
-
Social identity and the organization
-
Ashforth, B.E., & Mael, F.A. (1989). Social identity and the organization. Academy of Management Review, 14(1), 20-39.
-
(1989)
Academy of Management Review
, vol.14
, Issue.1
, pp. 20-39
-
-
Ashforth, B.E.1
Mael, F.A.2
-
3
-
-
0002334572
-
The power of resistance: Sustaining valued identities
-
R.M. Kramer & M.A. Neale (Eds.), Thousand Oaks, CA: Sage Publications
-
Ashforth, B.E., & Mael, F.A. (1998). The power of resistance: Sustaining valued identities. In R.M. Kramer & M.A. Neale (Eds.), Power and influence in organizations (pp. 89-120). Thousand Oaks, CA: Sage Publications.
-
(1998)
Power and Influence in Organizations
, pp. 89-120
-
-
Ashforth, B.E.1
Mael, F.A.2
-
6
-
-
0033216654
-
An examination of service-related antecedents to retail store performance
-
Borucki, C., & Burke, M. (1999). An examination of service-related antecedents to retail store performance. Journal of Organizational Behavior, 20, 943-962.
-
(1999)
Journal of Organizational Behavior
, vol.20
, pp. 943-962
-
-
Borucki, C.1
Burke, M.2
-
7
-
-
10144253492
-
Measuring service orientation with biodata
-
Chait, H., Carraher, S., & Buckley, M. (2000). Measuring service orientation with biodata. Journal of Managerial Issues, 12(1), 109-120.
-
(2000)
Journal of Managerial Issues
, vol.12
, Issue.1
, pp. 109-120
-
-
Chait, H.1
Carraher, S.2
Buckley, M.3
-
9
-
-
1842539494
-
Service climate effects on customer attitudes: An examination of boundary conditions
-
Dietz, J., Pugh, S.D., & Wiley, J.W. (2004). Service climate effects on customer attitudes: An examination of boundary conditions. Academy of Management Journal, 47(1), 81-92. (Pubitemid 38422395)
-
(2004)
Academy of Management Journal
, vol.47
, Issue.1
, pp. 81-92
-
-
Dietz, J.1
Pugh, S.D.2
Wiley, J.W.3
-
10
-
-
21844487567
-
Perceived intragroup variability as a function of group status and identification
-
Doosje, B., Ellemers, N., & Spears, R. (1995). Perceived intragroup variability as a function of group status and identification. Journal of Experimental Social Psychology, 31, 410-436.
-
(1995)
Journal of Experimental Social Psychology
, vol.31
, pp. 410-436
-
-
Doosje, B.1
Ellemers, N.2
Spears, R.3
-
11
-
-
47749136569
-
Organizational images and member identification
-
Dutton, J.E., Dukerich, J.M., & Harquail, C.V. (1994). Organizational images and member identification. Administrative Science Quarterly, 39(2), 239-263.
-
(1994)
Administrative Science Quarterly
, vol.39
, Issue.2
, pp. 239-263
-
-
Dutton, J.E.1
Dukerich, J.M.2
Harquail, C.V.3
-
12
-
-
0345979761
-
Social identity at work - Developments, debates, directions
-
A. Haslam, D.V. Knippenberg, M.J. Platow & N. Ellemers (Eds.), New York: Psychology Press
-
Ellemers, N., Haslam, A., Platow, M.J., & Knippenberg, D.V. (2003). Social identity at work - developments, debates, directions. In A. Haslam, D.V. Knippenberg, M.J. Platow & N. Ellemers (Eds.), Social identity at work: Developing theory for organizational practice (pp. 3-28). New York: Psychology Press.
-
(2003)
Social Identity at Work: Developing Theory for Organizational Practice
, pp. 3-28
-
-
Ellemers, N.1
Haslam, A.2
Platow, M.J.3
Knippenberg, D.V.4
-
13
-
-
84986129177
-
Marketing-orientation revisited: The crucial role of the part-time marketer
-
Gummesson, E. (1991). Marketing-orientation revisited: The crucial role of the part-time marketer. European Journal of Marketing, 25(2), 60-75.
-
(1991)
European Journal of Marketing
, vol.25
, Issue.2
, pp. 60-75
-
-
Gummesson, E.1
-
14
-
-
0030501311
-
The management of customer-contact service employees: An empirical investigation
-
Hartline, M., & Ferrel, O. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-71.
-
(1996)
Journal of Marketing
, vol.60
, Issue.4
, pp. 52-71
-
-
Hartline, M.1
Ferrel, O.2
-
15
-
-
0034397238
-
Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees
-
Hartline, M., Maxham III, J.G., & McKee, D.O. (2000). Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. Journal of Marketing, 64(2), 35-50.
-
(2000)
Journal of Marketing
, vol.64
, Issue.2
, pp. 35-50
-
-
Hartline, M.1
Maxham III, J.G.2
McKee, D.O.3
-
18
-
-
0346265963
-
More than a Metaphor: Organizational Identity Makes Organizational Life Possible
-
DOI 10.1111/j.1467-8551.2003.00384.x
-
Haslam, A., Postmes, T., & Ellemers, N. (2003). More than a metaphor: Organizational identity makes organizational life possible. British Journal of Management, 14(4), 357-369. (Pubitemid 37528411)
-
(2003)
British Journal of Management
, vol.14
, Issue.4
, pp. 357-369
-
-
Haslam, S.A.1
Postmes, T.2
Ellemers, N.3
-
19
-
-
0345979761
-
-
New York: Psychology Press
-
Haslam, A., van Knippenberg, D., Platow, M.J., & Ellemers, N. (Eds.). (2003). Social identity at work: Developing theory for organizational practice. New York: Psychology Press.
-
(2003)
Social Identity at Work: Developing Theory for Organizational Practice
-
-
Haslam, A.1
Van Knippenberg, D.2
Platow, M.J.3
Ellemers, N.4
-
21
-
-
0034341684
-
Social identity and self-categorization processes in organizational contexts
-
Hogg, M., & Terry, D. (2000a). Social identity and self-categorization processes in organizational contexts. Academy of Management Review, 25(1), 121-140.
-
(2000)
Academy of Management Review
, vol.25
, Issue.1
, pp. 121-140
-
-
Hogg, M.1
Terry, D.2
-
23
-
-
0030300482
-
Linking employee perceptions of service climate to customer satisfaction
-
Johnson, J. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel Psychology, 49, 831-851.
-
(1996)
Personnel Psychology
, vol.49
, pp. 831-851
-
-
Johnson, J.1
-
25
-
-
51249168301
-
Developing customer orientation among service employees
-
Winter
-
Kelley, S.W. (1992). Developing customer orientation among service employees. Journal of the Academy of Marketing Science, 20 (Winter), 27-36.
-
(1992)
Journal of the Academy of Marketing Science
, vol.20
, pp. 27-36
-
-
Kelley, S.W.1
-
27
-
-
17644409145
-
The structural relationships between service orientation, mediators and business performance in Korean hotel firms
-
Lee, Y.K., Park, D.H., & Yoo, D.K. (1999). The structural relationships between service orientation, mediators and business performance in Korean hotel firms. Asia Pacific Journal of Tourism, 4(1), 59-70.
-
(1999)
Asia Pacific Journal of Tourism
, vol.4
, Issue.1
, pp. 59-70
-
-
Lee, Y.K.1
Park, D.H.2
Yoo, D.K.3
-
28
-
-
84986107441
-
Development of the service predisposition instrument
-
Lee-Ross, D. (2000). Development of the service predisposition instrument. Journal of Managerial Psychology, 15(2), 148-160.
-
(2000)
Journal of Managerial Psychology
, vol.15
, Issue.2
, pp. 148-160
-
-
Lee-Ross, D.1
-
29
-
-
20344369531
-
A preliminary study of service predispositions amongst hospitality workers in Australia
-
DOI 10.1108/02621710510598436
-
Lee-Ross, D., & Pryce, J. (2004). A preliminary study of service predispositions amongst hospitality workers in Australia. Journal of Management Development, 24(5), 410-420. (Pubitemid 40792174)
-
(2005)
Journal of Management Development
, vol.24
, Issue.5
, pp. 410-420
-
-
Lee-Ross, D.1
Pryce, J.2
-
30
-
-
1842539519
-
A multilevel investigation of factors influencing employee service performance and customer outcomes
-
Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58. (Pubitemid 38422393)
-
(2004)
Academy of Management Journal
, vol.47
, Issue.1
, pp. 41-58
-
-
Liao, H.1
Chuang, A.2
-
31
-
-
0002533329
-
Creating positive service encounters
-
Lockwood, A., & Jones, P. (1989). Creating positive service encounters. Cornell Hotel and Restaurant Administration Quarterly, 29(4), 44-50.
-
(1989)
Cornell Hotel and Restaurant Administration Quarterly
, vol.29
, Issue.4
, pp. 44-50
-
-
Lockwood, A.1
Jones, P.2
-
32
-
-
0004300475
-
-
Upper Saddle River, NJ: Pearson/Prentice Hall
-
Lovelock, C., & Wirtz, J. (2004). Services marketing: People, technology, strategy (5th ed.). Upper Saddle River, NJ: Pearson/Prentice Hall.
-
(2004)
Services Marketing: People, Technology, Strategy (5th Ed.)
-
-
Lovelock, C.1
Wirtz, J.2
-
33
-
-
0010183333
-
Service orientation in transitional markets: Does it matter?
-
Lynn, M.L., Lytle, R.S., & Bobek, S. (2000). Service orientation in transitional markets: Does it matter? European Journal of Marketing, 34(3/4), 279-298.
-
(2000)
European Journal of Marketing
, vol.34
, Issue.3-4
, pp. 279-298
-
-
Lynn, M.L.1
Lytle, R.S.2
Bobek, S.3
-
34
-
-
0032162233
-
SERV*OR: A managerial measure of organizational service-orientation
-
Lytle, R.S., Hom, P.W., & Mokwa, M.P. (1998). SERV*OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74(4), 455-489. (Pubitemid 128181885)
-
(1998)
Journal of Retailing
, vol.74
, Issue.4
, pp. 455-489
-
-
Lytle, R.S.1
Hom, P.W.2
Mokwa, M.P.3
-
35
-
-
33745821598
-
Service orientation and performance: An organizational perspective
-
DOI 10.1108/08876040610657066
-
Lytle, R.S., & Timmerman, J.E. (2006). Service orientation and performance: An organizational perspective. Journal of Services Marketing, 20(2), 136-147. (Pubitemid 44026930)
-
(2006)
Journal of Services Marketing
, vol.20
, Issue.2
, pp. 136-147
-
-
Lytle, R.S.1
Timmerman, J.E.2
-
36
-
-
84986681253
-
Alumni and their alma mater: A partial test of the reformulated model of organizational identification
-
Mael, F.A., & Ashforth, B.E. (1992). Alumni and their alma mater: A partial test of the reformulated model of organizational identification. Journal of Organizational Behavior, 13, 103-123.
-
(1992)
Journal of Organizational Behavior
, vol.13
, pp. 103-123
-
-
Mael, F.A.1
Ashforth, B.E.2
-
37
-
-
33845725608
-
Loyal from day one: Biodata, organizational identification, and turnover among newcomers
-
Mael, F.A., & Ashforth, B.E. (1995). Loyal from day one: Biodata, organizational identification, and turnover among newcomers. Personnel Psychology, 48, 309-333.
-
(1995)
Personnel Psychology
, vol.48
, pp. 309-333
-
-
Mael, F.A.1
Ashforth, B.E.2
-
38
-
-
84992845411
-
The role of emotions in service encounters
-
Mattila, A.S., & Enz, C.A. (2002). The role of emotions in service encounters. Journal of Service Research, 4(4), 268-277.
-
(2002)
Journal of Service Research
, vol.4
, Issue.4
, pp. 268-277
-
-
Mattila, A.S.1
Enz, C.A.2
-
39
-
-
0346422664
-
Development of a biodata index to measure service orientation
-
McBride, A., Mendoza, J., & Carraher, S. (1997). Development of a biodata index to measure service orientation. Psychological Reports, 81(3), 1395-1407.
-
(1997)
Psychological Reports
, vol.81
, Issue.3
, pp. 1395-1407
-
-
McBride, A.1
Mendoza, J.2
Carraher, S.3
-
40
-
-
85015909300
-
'Who are we now?' Group identity, boundaries, and the (re)organizing process
-
N. Paulsen & T. Hernes (Eds.), Basingstoke, United Kingdom: Palgrave (Macmillan)
-
Paulsen, N. (2003). 'Who are we now?' Group identity, boundaries, and the (re)organizing process. In N. Paulsen & T. Hernes (Eds.), Managing boundaries in organizations: Multiple perspectives (pp. 14-34). Basingstoke, United Kingdom: Palgrave (Macmillan).
-
(2003)
Managing Boundaries in Organizations: Multiple Perspectives
, pp. 14-34
-
-
Paulsen, N.1
-
41
-
-
84992932637
-
Going to extremes: Managing service encounters and assessing provider performance
-
Price, L.E., Arnould, E., & Teirney, P. (1995). Going to extremes: Managing service encounters and assessing provider performance. Journal of Marketing, 59(83-97).
-
(1995)
Journal of Marketing
, vol.59
, pp. 83-97
-
-
Price, L.E.1
Arnould, E.2
Teirney, P.3
-
43
-
-
0000051936
-
The perception of organizational climate: The customer's view
-
Schneider, B. (1973). The perception of organizational climate: The customer's view. Journal of Applied Psychology, 57, 248-256.
-
(1973)
Journal of Applied Psychology
, vol.57
, pp. 248-256
-
-
Schneider, B.1
-
44
-
-
33645165131
-
Research briefs: Welcome to the world of services management
-
Schneider, B. (2004). Research briefs: Welcome to the world of services management. Academy of Management Executive, 18(2), 144-150.
-
(2004)
Academy of Management Executive
, vol.18
, Issue.2
, pp. 144-150
-
-
Schneider, B.1
-
45
-
-
0009127451
-
Employee and customer perceptions of service in banks: Replication and extension
-
Schneider, B., & Bowen, D. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70, 423-433.
-
(1985)
Journal of Applied Psychology
, vol.70
, pp. 423-433
-
-
Schneider, B.1
Bowen, D.2
-
46
-
-
43949162903
-
The service organization: Human resources management is crucial
-
Schneider, B., & Bowen, D. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21(4), 39-43.
-
(1993)
Organizational Dynamics
, vol.21
, Issue.4
, pp. 39-43
-
-
Schneider, B.1
Bowen, D.2
-
47
-
-
0009898712
-
The climate for service
-
N. Ashkanasy, C. Wilderom & M. Peterson (Eds.), Thousand Oaks, CA: Sage
-
Schneider, B., Bowen, D., Ehrhart, M., & Holcombe, K. (2000). The climate for service. In N. Ashkanasy, C. Wilderom & M. Peterson (Eds.), Handbook of organizational culture and climate (pp. 21-36). Thousand Oaks, CA: Sage.
-
(2000)
Handbook of Organizational Culture and Climate
, pp. 21-36
-
-
Schneider, B.1
Bowen, D.2
Ehrhart, M.3
Holcombe, K.4
-
48
-
-
0002176692
-
Creating a climate and culture for sustainable organizational change
-
Schneider, B., Brief, A., & Guzzo, R. (1996). Creating a climate and culture for sustainable organizational change. Organizational Dynamics, 24(4), 6-19.
-
(1996)
Organizational Dynamics
, vol.24
, Issue.4
, pp. 6-19
-
-
Schneider, B.1
Brief, A.2
Guzzo, R.3
-
49
-
-
43949152145
-
Creating the climate and culture of success
-
Summer
-
Schneider, B., Gunnarson, S.K., & Niles-Jolly, K. (1994). Creating the climate and culture of success. Organizational Dynamics, Summer, 7-19.
-
(1994)
Organizational Dynamics
, pp. 7-19
-
-
Schneider, B.1
Gunnarson, S.K.2
Niles-Jolly, K.3
-
50
-
-
0346176742
-
Employee and customer perceptions of service in banks
-
Schneider, B., Parkington, J., & Buxton, V. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25, 252-267.
-
(1980)
Administrative Science Quarterly
, vol.25
, pp. 252-267
-
-
Schneider, B.1
Parkington, J.2
Buxton, V.3
-
51
-
-
84986689384
-
On the etiology of climates
-
Schneider, B., & Reichers, A. (1983). On the etiology of climates. Personnel Psychology, 36(1), 19-39.
-
(1983)
Personnel Psychology
, vol.36
, Issue.1
, pp. 19-39
-
-
Schneider, B.1
Reichers, A.2
-
53
-
-
84986071079
-
Relationship marketing: An organizational perspective
-
D. Swartz, D. Bowen & S. Brown (Eds.), Greenwich, CT: JAI
-
Schneider, B., White, S., & Paul, M. (1997). Relationship marketing: An organizational perspective. In D. Swartz, D. Bowen & S. Brown (Eds.), Advances in services marketing and management (pp. 1-27). Greenwich, CT: JAI.
-
(1997)
Advances in Services Marketing and Management
, pp. 1-27
-
-
Schneider, B.1
White, S.2
Paul, M.3
-
54
-
-
0032041689
-
Linking service climate and customer perceptions of service quality: Test of a causal model
-
Schneider, B., White, S., & Paul, M. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83(2), 150-163. (Pubitemid 128374310)
-
(1998)
Journal of Applied Psychology
, vol.83
, Issue.2
, pp. 150-163
-
-
Schneider, B.1
White, S.S.2
Paul, M.C.3
-
55
-
-
0034402581
-
Performance productivity and quality of frontline employees in service organizations
-
Singh, J. (2000). Performance productivity and quality of frontline employees in service organizations. Journal of Marketing, 64(April), 15-34.
-
(2000)
Journal of Marketing
, vol.64
, Issue.APRIL
, pp. 15-34
-
-
Singh, J.1
-
56
-
-
33746642920
-
Service climate, employee identification and customer outcomes in hotel property rebrandings
-
Solnet, D., & Paulsen, N. (2005). Service climate, employee identification and customer outcomes in hotel property rebrandings. Journal of Hospitality and Leisure Marketing, 13(3-4), 3-27.
-
(2005)
Journal of Hospitality and Leisure Marketing
, vol.13
, Issue.3-4
, pp. 3-27
-
-
Solnet, D.1
Paulsen, N.2
-
59
-
-
84965539758
-
Social identity and intergroup behavior
-
Tajfel, H. (1974). Social identity and intergroup behavior. Social Science Information, 13(1), 65-93.
-
(1974)
Social Science Information
, vol.13
, Issue.1
, pp. 65-93
-
-
Tajfel, H.1
-
60
-
-
0001994931
-
Service quality and management practices: A look at employee attitudes, customer satisfaction, and bottom-line consequences
-
Tornow, W.W., & Wiley, J.W. (1991). Service quality and management practices: A look at employee attitudes, customer satisfaction, and bottom-line consequences. Human Resource Planning, 14(2), 105-115.
-
(1991)
Human Resource Planning
, vol.14
, Issue.2
, pp. 105-115
-
-
Tornow, W.W.1
Wiley, J.W.2
-
61
-
-
0036598614
-
Organizational identification after a merger: A social identity perspective
-
van Knippenberg, D., van Knippenberg, B., Monden, L., & de Lima, F. (2002). Organizational identification after a merger: A social identity perspective. British Journal of Social Psychology, 41, 233-252.
-
(2002)
British Journal of Social Psychology
, vol.41
, pp. 233-252
-
-
Van Knippenberg, D.1
Van Knippenberg, B.2
Monden, L.3
De Lima, F.4
-
62
-
-
0034195951
-
Foci and correlates of organizational identification
-
van Knippenberg, D., & van Schie, E. (2000). Foci and correlates of organizational identification. Journal of Occupational and Organizational Psychology, 73(2), 137-147.
-
(2000)
Journal of Occupational and Organizational Psychology
, vol.73
, Issue.2
, pp. 137-147
-
-
Van Knippenberg, D.1
Van Schie, E.2
-
63
-
-
84990385227
-
The four service marketing myths: Remnants of a goods-based, manufacturing model
-
Vargo, S., & Lusch, R. (2004). The four service marketing myths: Remnants of a goods-based, manufacturing model. Journal of Service Research, 6(4), 324-335.
-
(2004)
Journal of Service Research
, vol.6
, Issue.4
, pp. 324-335
-
-
Vargo, S.1
Lusch, R.2
-
64
-
-
0002249950
-
Customer satisfaction and employee opinions: A supportive work environment and its financial cost
-
Wiley, J.W. (1991). Customer satisfaction and employee opinions: A supportive work environment and its financial cost. Human Resource Planning, 14(2), 117-127.
-
(1991)
Human Resource Planning
, vol.14
, Issue.2
, pp. 117-127
-
-
Wiley, J.W.1
-
65
-
-
0009898494
-
Linking survey data to the bottom line
-
A.I. Kraut (Ed.), San Francisco, CA: Jossey-Bass
-
Wiley, J.W. (1996). Linking survey data to the bottom line. In A.I. Kraut (Ed.), Organizational surveys: Tools for assessment and change (pp. 330-359). San Francisco, CA: Jossey-Bass.
-
(1996)
Organizational Surveys: Tools for Assessment and Change
, pp. 330-359
-
-
Wiley, J.W.1
-
66
-
-
0002763032
-
The high performance organizational climate: How workers describe top-performing units
-
N. Ashkanasy, C. Wilderom & M. Peterson (Eds.), Thousand Oaks, CA: Sage
-
Wiley, J.W., & Brooks, S. (2000). The high performance organizational climate: How workers describe top-performing units. In N. Ashkanasy, C. Wilderom & M. Peterson (Eds.), Handbook of organizational culture and climate (pp. 177-191). Thousand Oaks, CA: Sage.
-
(2000)
Handbook of Organizational Culture and Climate
, pp. 177-191
-
-
Wiley, J.W.1
Brooks, S.2
-
67
-
-
84986159916
-
Singapore Airlines: What it takes to sustain service excellence - A senior management perspective
-
DOI 10.1108/09604520310456672
-
Wirtz, J., & Johnston, R. (2003). Singapore Airlines: What it takes to sustain service excellence - a senior management perspective. Managing Service Quality, 13(1), 10-19. (Pubitemid 36352128)
-
(2003)
MANAGING SERVICE QUALITY
, vol.13
, Issue.1
, pp. 10-19
-
-
Wirtz, J.1
Johnston, R.2
|