메뉴 건너뛰기




Volumn 14, Issue 2, 2007, Pages 129-143

Employee-customer linkages: A social identification perspective in a hotel industry context

Author keywords

[No Author keywords available]

Indexed keywords


EID: 70349591226     PISSN: 14476770     EISSN: 18395260     Source Type: Journal    
DOI: 10.1375/jhtm.14.2.129     Document Type: Article
Times cited : (20)

References (67)
  • 1
    • 33751403533 scopus 로고    scopus 로고
    • 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
  • 3
    • 0002334572 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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
  • 9
    • 1842539494 scopus 로고    scopus 로고
    • 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 scopus 로고
    • 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
  • 12
    • 0345979761 scopus 로고    scopus 로고
    • 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 scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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
  • 21
    • 0034341684 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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
  • 33
    • 0010183333 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고
    • 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 scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • '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 scopus 로고
    • 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 scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고
    • 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 scopus 로고
    • 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
  • 48
    • 0002176692 scopus 로고    scopus 로고
    • 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
  • 51
  • 53
    • 84986071079 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고
    • 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 scopus 로고
    • 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
  • 63
    • 84990385227 scopus 로고    scopus 로고
    • 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 scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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 scopus 로고    scopus 로고
    • 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


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.