-
1
-
-
71749111925
-
How are organisational climate models and patient satisfaction related? A competing value framework approach
-
Ancarani, A., Di Mauro, C. and Giammanco, M.D. (2009), "How are organisational climate models and patient satisfaction related? A competing value framework approach" in Social Science & Medicine, Vol. 69, No. 12, pp. 1813-18.
-
(2009)
Social Science & Medicine
, vol.69
, Issue.12
, pp. 1813-1818
-
-
Ancarani, A.1
Di Mauro, C.2
Giammanco, M.D.3
-
2
-
-
0026582543
-
Adapting the SERVQUAL scale to hospital services: An empirical investigation
-
Babakus, E. and Mangold, W.G. (1992), "Adapting the SERVQUAL scale to hospital services: an empirical investigation" in Health Service Research, Vol. 26, No. 6, pp. 767-80.
-
(1992)
Health Service Research
, vol.26
, Issue.6
, pp. 767-780
-
-
Babakus, E.1
Mangold, W.G.2
-
3
-
-
0023020183
-
The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations
-
Baron, R.M. and Kenny, D.A. (1986), "The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations" in Journal of Personality and Social Psychology, Vol. 51, No. 6, pp. 1173-82.
-
(1986)
Journal of Personality and Social Psychology
, vol.51
, Issue.6
, pp. 1173-1182
-
-
Baron, R.M.1
Kenny, D.A.2
-
4
-
-
0038107125
-
The ripple effect: Emotional contagion and its influence on group behaviour
-
Barsade, S.G. (2002), "The ripple effect: emotional contagion and its influence on group behaviour" in Administrative Science Quarterly, Vol. 47, No. 4, pp. 644-75.
-
(2002)
Administrative Science Quarterly
, vol.47
, Issue.4
, pp. 644-675
-
-
Barsade, S.G.1
-
5
-
-
40749094815
-
Competing values leadership: Quadrant roles and personality traits
-
Belasen, A. and Frank, N. (2008), "Competing values leadership: quadrant roles and personality traits" in Leadership & Organization Development Journal, Vol. 29, No. 2, pp. 127-43.
-
(2008)
Leadership & Organization Development Journal
, vol.29
, Issue.2
, pp. 127-143
-
-
Belasen, A.1
Frank, N.2
-
7
-
-
0001772744
-
Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis
-
Klein, K.J., Kozlowski, S.W.J. (Eds.), Jossey-Bass, San Francisco, CA
-
Bliese, P.D. (2000), "Within-group agreement, non-independence, and reliability: implications for data aggregation and analysis" in Klein, K.J. and Kozlowski, S.W.J. (Eds.), Multilevel Theory, Research, and Methods in Organizations, Jossey-Bass, San Francisco, CA, pp. 349-81.
-
(2000)
Multilevel Theory, Research, and Methods in Organizations
, pp. 349-381
-
-
Bliese, P.D.1
-
8
-
-
3543108484
-
Culture, cognitive dissonance and the management of change
-
Burnes, B. and James, H. (1995), "Culture, cognitive dissonance and the management of change" in International Journal of Operations & Production Management, Vol. 15, No. 8, pp. 14-33.
-
(1995)
International Journal of Operations & Production Management
, vol.15
, Issue.8
, pp. 14-33
-
-
Burnes, B.1
James, H.2
-
9
-
-
0036871449
-
Return on assets loss from situational and contingency misfits
-
Burton, R.M., Lauridsen, J. and Obel, B. (2002), "Return on assets loss from situational and contingency misfits" in Management Science, Vol. 48, No. 11, pp. 1461-85.
-
(2002)
Management Science
, vol.48
, Issue.11
, pp. 1461-1485
-
-
Burton, R.M.1
Lauridsen, J.2
Obel, B.3
-
10
-
-
2542553438
-
The impact of organizational climate and strategic fit on firm performance
-
Burton, R.M., Lauridsen, J. and Obel, B. (2004), "The impact of organizational climate and strategic fit on firm performance" in Human Resource Management, Vol. 43, No. 1, pp. 67-82.
-
(2004)
Human Resource Management
, vol.43
, Issue.1
, pp. 67-82
-
-
Burton, R.M.1
Lauridsen, J.2
Obel, B.3
-
11
-
-
0035139819
-
Adopting and adapting managed competition: Health care reform in Southern Europe
-
Cabiedes, L. and Guillén, A. (2001), "Adopting and adapting managed competition: health care reform in Southern Europe" in Social Science & Medicine, Vol. 52, No. 8, pp. 1205-17.
-
(2001)
Social Science & Medicine
, vol.52
, Issue.8
, pp. 1205-1217
-
-
Cabiedes, L.1
Guillén, A.2
-
12
-
-
34347360582
-
Cultures in hospitals and their influence on attitudes to, and satisfaction with, the use of clinical information systems
-
Callen, J.L., Braithwaite, J. and Westbrook, J.I. (2007), "Cultures in hospitals and their influence on attitudes to, and satisfaction with, the use of clinical information systems" in Social Science & Medicine, Vol. 65, No. 3, pp. 635-9.
-
(2007)
Social Science & Medicine
, vol.65
, Issue.3
, pp. 635-639
-
-
Callen, J.L.1
Braithwaite, J.2
Westbrook, J.I.3
-
13
-
-
0001894980
-
Cultural congruence, strength and type: Relationships to effectiveness
-
Woodman, R.W., Passmore, W.A. (Eds.), JAI Press, Greenwich, CT
-
Cameron, K.S. and Freeman, S.J. (1991), "Cultural congruence, strength and type: relationships to effectiveness" in Woodman, R.W. and Passmore, W.A. (Eds.), Research in Organizational Change and Development, JAI Press, Greenwich, CT, pp. 23-58.
-
(1991)
Research in Organizational Change and Development
, pp. 23-58
-
-
Cameron, K.S.1
Freeman, S.J.2
-
14
-
-
0020824581
-
The customer contact model for organizational design
-
Chase, R.B. and Tansik, D.A. (1983), "The customer contact model for organizational design" in Management Science, Vol. 29, No. 9, pp. 1037-50.
-
(1983)
Management Science
, vol.29
, Issue.9
, pp. 1037-1050
-
-
Chase, R.B.1
Tansik, D.A.2
-
15
-
-
2342447391
-
The relationship among quality, value, satisfaction and behavior intention in health care provider choice: A South Korean study
-
Choi, K.S., Cho, W.H., Lee, S., Lee, H. and Kim, C. (2004), "The relationship among quality, value, satisfaction and behavior intention in health care provider choice: a South Korean study" in Journal of Business Research, Vol. 57, No. 8, pp. 913-21.
-
(2004)
Journal of Business Research
, vol.57
, Issue.8
, pp. 913-921
-
-
Choi, K.S.1
Cho, W.H.2
Lee, S.3
Lee, H.4
Kim, C.5
-
16
-
-
0036532393
-
Human issues in service design
-
Cook, L.S., Bowen, D.E., Chase, R.B., Dasu, S., Stewart, D.M. and Tansik, D.A. (2002), "Human issues in service design" in Journal of Operations Management, Vol. 20, No. 2, pp. 159-74.
-
(2002)
Journal of Operations Management
, vol.20
, Issue.2
, pp. 159-174
-
-
Cook, L.S.1
Bowen, D.E.2
Chase, R.B.3
Dasu, S.4
Stewart, D.M.5
Tansik, D.A.6
-
17
-
-
28144453764
-
Social exchange theory: An interdisciplinary review
-
Cropanzano, R. and Mitchell, M.S. (2005), "Social exchange theory: an interdisciplinary review" in Journal of Management, Vol. 31, No. 12, pp. 874-900.
-
(2005)
Journal of Management
, vol.31
, Issue.12
, pp. 874-900
-
-
Cropanzano, R.1
Mitchell, M.S.2
-
18
-
-
33846048299
-
Exploring the relationship between senior management team culture and hospital performance
-
Davies, H.T.O., Mannion, R., Powell, A.E. and Marshall, M.N. (2007), "Exploring the relationship between senior management team culture and hospital performance" in Health Care Research Review, Vol. 64, No. 1, pp. 46-65.
-
(2007)
Health Care Research Review
, vol.64
, Issue.1
, pp. 46-65
-
-
Davies, H.T.O.1
Mannion, R.2
Powell, A.E.3
Marshall, M.N.4
-
19
-
-
0030492892
-
What is the difference between organizational culture and organizational climate? A native's point of view on a decade of paradigm wars
-
Denison, D.R. (1996), "What is the difference between organizational culture and organizational climate? A native's point of view on a decade of paradigm wars" in Academy of Management Review, Vol. 21, No. 3, pp. 619-54.
-
(1996)
Academy of Management Review
, vol.21
, Issue.3
, pp. 619-654
-
-
Denison, D.R.1
-
20
-
-
0013251851
-
Product and service quality: The antecedents of customer loyalty in the automotive industry
-
Devaraj, S., Matta, K.F. and Conlon, E. (2001), "Product and service quality: the antecedents of customer loyalty in the automotive industry" in Production and Operations Management, Vol. 10, No. 4, pp. 424-39.
-
(2001)
Production and Operations Management
, vol.10
, Issue.4
, pp. 424-439
-
-
Devaraj, S.1
Matta, K.F.2
Conlon, E.3
-
21
-
-
85000257632
-
Doctors as managers. New public management in a New Zealand hospital
-
Doolin, B. (2001), "Doctors as managers. New public management in a New Zealand hospital" in Public Management Review, Vol. 3, No. 2, pp. 231-54.
-
(2001)
Public Management Review
, vol.3
, Issue.2
, pp. 231-254
-
-
Doolin, B.1
-
22
-
-
33644769012
-
-
Canadian Health Services Research Foundation, Ottawa, ON
-
Doran, D., McCutcheon, A.S., Evans, M.G., MacMillan, K., McGillis Hall, L., Pringle, D., Smith, S. and Valente, A. (2004), Impact of the Manager's Span of Control on Leadership and Performance, Canadian Health Services Research Foundation, Ottawa, ON.
-
(2004)
Impact of the Manager's Span of Control on Leadership and Performance
-
-
Doran, D.1
McCutcheon, A.S.2
Evans, M.G.3
MacMillan, K.4
McGillis Hall, L.5
Pringle, D.6
Smith, S.7
Valente, A.8
-
23
-
-
4444333962
-
Doctors as managers: Investors and reluctants in a dual role
-
Forbes, T., Hallier, J. and Kelly, L. (2004), "Doctors as managers: investors and reluctants in a dual role" in Health Services Management Research, Vol. 17, No. 3, pp. 1-10.
-
(2004)
Health Services Management Research
, vol.17
, Issue.3
, pp. 1-10
-
-
Forbes, T.1
Hallier, J.2
Kelly, L.3
-
24
-
-
0013202223
-
A path analytic model of quality practices, quality performance, and business performance
-
Fynes, B. and Voss, C. (2001), "A path analytic model of quality practices, quality performance, and business performance" in Production and Operations Management, Vol. 10, No. 4, pp. 494-513.
-
(2001)
Production and Operations Management
, vol.10
, Issue.4
, pp. 494-513
-
-
Fynes, B.1
Voss, C.2
-
25
-
-
0029990440
-
Top management culture and performance in Canadian, UK and US hospitals
-
Gerowitz, M.B., Lemieux-Charles, L., Heginbothan, C. and Johnson, B. (1996), "Top management culture and performance in Canadian, UK and US hospitals" in Health Service Management Research, Vol. 9, No. 2, pp. 69-78.
-
(1996)
Health Service Management Research
, vol.9
, Issue.2
, pp. 69-78
-
-
Gerowitz, M.B.1
Lemieux-Charles, L.2
Heginbothan, C.3
Johnson, B.4
-
26
-
-
0001192569
-
Conceptualizing and measuring organizational and psychological climate: Pitfalls in multilevel research
-
Glick, W.H. (1985), "Conceptualizing and measuring organizational and psychological climate: pitfalls in multilevel research" in Academy of Management Review, Vol. 10, No. 3, pp. 601-16.
-
(1985)
Academy of Management Review
, vol.10
, Issue.3
, pp. 601-616
-
-
Glick, W.H.1
-
27
-
-
5644271810
-
Employee development: An examination of service strategy in a high-contact service environment
-
Goldstein, S.M. (2003), "Employee development: an examination of service strategy in a high-contact service environment" in Production and Operations Management, Vol. 12, No. 2, pp. 186-203.
-
(2003)
Production and Operations Management
, vol.12
, Issue.2
, pp. 186-203
-
-
Goldstein, S.M.1
-
28
-
-
0009588842
-
Predicting corporate performance from organizational culture
-
Gordon, G.G. and DiTomaso, N. (1992), "Predicting corporate performance from organizational culture" in Journal of Management Studies, Vol. 29, No. 6, pp. 783-98.
-
(1992)
Journal of Management Studies
, vol.29
, Issue.6
, pp. 783-798
-
-
Gordon, G.G.1
DiTomaso, N.2
-
29
-
-
0037545623
-
Clinical team functioning and IT innovation: A study of the diffusion of a point-of-care online evidence system
-
Gosling, A.S., Westbrook, J.I. and Braithwaite, J. (2003), "Clinical team functioning and IT innovation: a study of the diffusion of a point-of-care online evidence system" in Journal of the American Medical Informatics Association, Vol. 10, No. 3, pp. 246-53.
-
(2003)
Journal of the American Medical Informatics Association
, vol.10
, Issue.3
, pp. 246-253
-
-
Gosling, A.S.1
Westbrook, J.I.2
Braithwaite, J.3
-
30
-
-
67349232456
-
Organizational culture and effectiveness: A study of values, attitudes, and organizational outcomes
-
Gregory, B.T., Harris, S.G., Armenakis, A.A. and Shook, C.L. (2009), "Organizational culture and effectiveness: a study of values, attitudes, and organizational outcomes" in Journal of Business Research, Vol. 62, No. 7, pp. 673-9.
-
(2009)
Journal of Business Research
, vol.62
, Issue.7
, pp. 673-679
-
-
Gregory, B.T.1
Harris, S.G.2
Armenakis, A.A.3
Shook, C.L.4
-
31
-
-
0141866750
-
A survey of customer satisfaction barometers: Some results from the transportation-communications sector
-
Grigoroudis, E. and Siskos, Y. (2004), "A survey of customer satisfaction barometers: some results from the transportation-communications sector" in European Journal of Operational Research, Vol. 152, No. 2, pp. 334-53.
-
(2004)
European Journal of Operational Research
, vol.152
, Issue.2
, pp. 334-353
-
-
Grigoroudis, E.1
Siskos, Y.2
-
32
-
-
84869571048
-
A service quality model and its marketing implications
-
Gronroos, C. (1984), "A service quality model and its marketing implications" in European Journal of Marketing, Vol. 18, No. 4, pp. 36-44.
-
(1984)
European Journal of Marketing
, vol.18
, Issue.4
, pp. 36-44
-
-
Gronroos, C.1
-
33
-
-
42049089164
-
How failure to align organizational climate and leadership style affects performance
-
Haakonsson, D.D., Burton, R.M., Obel, B. and Lauridsen, J. (2008), "How failure to align organizational climate and leadership style affects performance" in Management Decision, Vol. 46, No. 3, pp. 406-32.
-
(2008)
Management Decision
, vol.46
, Issue.3
, pp. 406-432
-
-
Haakonsson, D.D.1
Burton, R.M.2
Obel, B.3
Lauridsen, J.4
-
34
-
-
0003506109
-
-
Prentice-Hall, Englewood Cliffs, NJ
-
Hair, J.F. Jr, Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, Prentice-Hall, Englewood Cliffs, NJ.
-
(1998)
Multivariate Data Analysis
-
-
Hair Jr., J.F.1
Anderson, R.E.2
Tatham, R.L.3
Black, W.C.4
-
35
-
-
0035342263
-
A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality
-
Hays, J.M. and Hill, A.V. (2001), "A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality" in Journal of Operations Management, Vol. 19, No. 3, pp. 335-49.
-
(2001)
Journal of Operations Management
, vol.19
, Issue.3
, pp. 335-349
-
-
Hays, J.M.1
Hill, A.V.2
-
36
-
-
58149205851
-
RWG: An assessment of within-group interrater agreement
-
James, L.R., Demaree, R.G. and Wolf, G. (1993), "RWG: an assessment of within-group interrater agreement" in Journal of Applied Psychology, Vol. 78, No. 2, pp. 306-9.
-
(1993)
Journal of Applied Psychology
, vol.78
, Issue.2
, pp. 306-309
-
-
James, L.R.1
Demaree, R.G.2
Wolf, G.3
-
37
-
-
22544467222
-
Safety climate in health care organizations: A multidimensional approach
-
Katz-Navon, T., Naveh, E. and Stern, Z. (2005), "Safety climate in health care organizations: a multidimensional approach" in Academy of Management Journal, Vol. 48, No. 6, pp. 1075-89.
-
(2005)
Academy of Management Journal
, vol.48
, Issue.6
, pp. 1075-1089
-
-
Katz-Navon, T.1
Naveh, E.2
Stern, Z.3
-
38
-
-
79951532782
-
Multilevel analysis: An overview of some contemporary issues
-
Millsap, R.E., Maydeu-Olivares, A. (Eds.), Sage, Thousand Oaks, CA
-
Kim, J.-S. (2009), "Multilevel analysis: an overview of some contemporary issues" Millsap, R.E. and Maydeu-Olivares, A. (Eds.), The Sage Handbook of Quantitative Methods in Psychology, Sage, Thousand Oaks, CA.
-
(2009)
The Sage Handbook of Quantitative Methods in Psychology
-
-
Kim, J.-S.1
-
39
-
-
0003907613
-
Motivation and organizational climate
-
Harvard Business School Press, Boston, MA
-
Litwin, G.H. and Stringer, R.A. (1968), "Motivation and organizational climate", Harvard Business School Press, Boston, MA.
-
(1968)
-
-
Litwin, G.H.1
Stringer, R.A.2
-
40
-
-
70449478889
-
A tale of two climates: Diversity climate from subordinates' and managers' perspectives and their role in store unit sales performance
-
McKay, P.F., Avery, D.R. and Morris, M.A. (2009), "A tale of two climates: diversity climate from subordinates' and managers' perspectives and their role in store unit sales performance" in Personnel Psychology, Vol. 62, No. 4, pp. 767-91.
-
(2009)
Personnel Psychology
, vol.62
, Issue.4
, pp. 767-791
-
-
McKay, P.F.1
Avery, D.R.2
Morris, M.A.3
-
41
-
-
0033089671
-
The relationship between managerial motivation, leadership, nurse outcomes and patient satisfaction
-
McNeese-Smith, D.K. (1999), "The relationship between managerial motivation, leadership, nurse outcomes and patient satisfaction" in Journal of Organizational Behavior, Vol. 20, No. 2, pp. 243-59.
-
(1999)
Journal of Organizational Behavior
, vol.20
, Issue.2
, pp. 243-259
-
-
McNeese-Smith, D.K.1
-
42
-
-
41549121088
-
Do frontline mechanisms matter? Impact of quality and productivity orientations on unit revenue, efficiency, and customer satisfaction
-
Marinova, D., Ye, J. and Singh, J. (2008), "Do frontline mechanisms matter? Impact of quality and productivity orientations on unit revenue, efficiency, and customer satisfaction" in Journal of Marketing, Vol. 72, No. 2, pp. 28-45.
-
(2008)
Journal of Marketing
, vol.72
, Issue.2
, pp. 28-45
-
-
Marinova, D.1
Ye, J.2
Singh, J.3
-
43
-
-
20444462019
-
The role of clinical and process quality in achieving patient satisfaction in hospitals
-
Marley, K.A., Collier, D.A. and Goldstein, S.M. (2004), "The role of clinical and process quality in achieving patient satisfaction in hospitals" in Decision Sciences, Vol. 35, No. 3, pp. 349-69.
-
(2004)
Decision Sciences
, vol.35
, Issue.3
, pp. 349-369
-
-
Marley, K.A.1
Collier, D.A.2
Goldstein, S.M.3
-
44
-
-
0033241307
-
The effect of the performance appraisal system on trust for management: A field quasi-experiment
-
Mayer, R.C. and Davis, J.H. (1999), "The effect of the performance appraisal system on trust for management: a field quasi-experiment" in Journal of Applied Psychology, Vol. 84, No. 1, pp. 123-36.
-
(1999)
Journal of Applied Psychology
, vol.84
, Issue.1
, pp. 123-136
-
-
Mayer, R.C.1
Davis, J.H.2
-
45
-
-
2542473451
-
Teamwork culture and patient satisfaction in hospitals
-
Meterko, M., Mohr, D.C. and Young, G.J. (2004), "Teamwork culture and patient satisfaction in hospitals" in Medical Care, Vol. 42, No. 5, pp. 492-8.
-
(2004)
Medical Care
, vol.42
, Issue.5
, pp. 492-498
-
-
Meterko, M.1
Mohr, D.C.2
Young, G.J.3
-
46
-
-
0032017960
-
Contrasting the original Malcolm Baldrige National Quality Award with the new Health Care Award
-
Meyer, S.M. and Collier, D.A. (1998), "Contrasting the original Malcolm Baldrige National Quality Award with the new Health Care Award" in Quality Management in Health Care, Vol. 6, No. 3, pp. 12-21.
-
(1998)
Quality Management in Health Care
, vol.6
, Issue.3
, pp. 12-21
-
-
Meyer, S.M.1
Collier, D.A.2
-
47
-
-
0035400588
-
An empirical test of the causal relationships in the Baldridge health care pilot criteria
-
Meyer, S.M. and Collier, D.A. (2001), "An empirical test of the causal relationships in the Baldridge health care pilot criteria" in Journal of Operations Management, Vol. 19, No. 4, pp. 403-25.
-
(2001)
Journal of Operations Management
, vol.19
, Issue.4
, pp. 403-425
-
-
Meyer, S.M.1
Collier, D.A.2
-
48
-
-
0031185233
-
Access, resource, and cost impacts on consumer satisfaction with health care: A satisfaction across alternative health care modes and time
-
Mummalaneni, V. and Gopalakrishna, P. (1997), "Access, resource, and cost impacts on consumer satisfaction with health care: a satisfaction across alternative health care modes and time" in Journal of Business Research, Vol. 39, No. 3, pp. 173-86.
-
(1997)
Journal of Business Research
, vol.39
, Issue.3
, pp. 173-186
-
-
Mummalaneni, V.1
Gopalakrishna, P.2
-
49
-
-
0003753978
-
-
Muthén & Muthén, Los Angeles, CA
-
Muthén, L.K. and Muthén, B.O. (1998-2007), Mplus User's Guide, Muthén & Muthén, Los Angeles, CA.
-
(1998)
Mplus User's Guide
-
-
Muthén, L.K.1
Muthén, B.O.2
-
50
-
-
34147141709
-
Chi-square difference testing using the S-B scaled chi-square
-
Note on Mplus web site
-
Muthén, L.K. and Muthén, B.O. (2005), "Chi-square difference testing using the S-B scaled chi-square", Note on Mplus web site.
-
(2005)
-
-
Muthén, L.K.1
Muthén, B.O.2
-
51
-
-
22544445870
-
Measuring customer relationships: The case of the retail banking industry
-
Nagar, V. and Rajan, M.V. (2005), "Measuring customer relationships: the case of the retail banking industry" in Management Science, Vol. 51, No. 6, pp. 904-20.
-
(2005)
Management Science
, vol.51
, Issue.6
, pp. 904-920
-
-
Nagar, V.1
Rajan, M.V.2
-
52
-
-
22544486869
-
Treatment errors in health care: A safety climate approach
-
Naveh, V., Katz-Navon, T. and Stern, Z. (2005), "Treatment errors in health care: a safety climate approach" in Management Science, Vol. 51, No. 6, pp. 948-60.
-
(2005)
Management Science
, vol.51
, Issue.6
, pp. 948-960
-
-
Naveh, V.1
Katz-Navon, T.2
Stern, Z.3
-
53
-
-
0035410546
-
Cutting corners and working overtime: Quality erosion in the service industry
-
Oliva, R. and Sterman, J.D. (2001), "Cutting corners and working overtime: quality erosion in the service industry" in Management Science, Vol. 47, No. 7, pp. 894-914.
-
(2001)
Management Science
, vol.47
, Issue.7
, pp. 894-914
-
-
Oliva, R.1
Sterman, J.D.2
-
54
-
-
0002408510
-
A conceptual model of service quality and its implications for future research
-
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research" in Journal of Marketing, Vol. 49, No. 4, pp. 41-50.
-
(1985)
Journal of Marketing
, vol.49
, Issue.4
, pp. 41-50
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
55
-
-
0001312089
-
SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality
-
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality" in Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
-
(1988)
Journal of Retailing
, vol.64
, Issue.1
, pp. 12-40
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
56
-
-
3042773328
-
Organizational climate and company productivity: The role of employee affect and employee level
-
Patterson, M.G., Warr, P. and West, M.A. (2004), "Organizational climate and company productivity: the role of employee affect and employee level" in Journal of Occupational & Organizational Psychology, Vol. 77, No. 2, pp. 193-216.
-
(2004)
Journal of Occupational & Organizational Psychology
, vol.77
, Issue.2
, pp. 193-216
-
-
Patterson, M.G.1
Warr, P.2
West, M.A.3
-
57
-
-
20744447334
-
Validating the organizational climate measure: Links to managerial practices, productivity and innovation
-
Patterson, M.G., West, M.A., Shackleton, V.J., Dawson, J.F., Lawthom, R., Maitlis, S. and Robinson, D.L. (2005), "Validating the organizational climate measure: links to managerial practices, productivity and innovation" in Journal of Organizational Behavior, Vol. 26, No. 4, pp. 379-408.
-
(2005)
Journal of Organizational Behavior
, vol.26
, Issue.4
, pp. 379-408
-
-
Patterson, M.G.1
West, M.A.2
Shackleton, V.J.3
Dawson, J.F.4
Lawthom, R.5
Maitlis, S.6
Robinson, D.L.7
-
58
-
-
70649093459
-
The influence of leader behaviors on organizational commitment: A study in the Australian public sector
-
Perryer, C. and Jordan, C. (2005), "The influence of leader behaviors on organizational commitment: a study in the Australian public sector" in International Journal of Public Administration, Vol. 28, Nos 5-6, pp. 379-96.
-
(2005)
International Journal of Public Administration
, vol.28
, Issue.5-6
, pp. 379-396
-
-
Perryer, C.1
Jordan, C.2
-
59
-
-
0001525929
-
A competing values approach to organizational effectiveness
-
Quinn, R.E. and Rohrbaugh, J. (1981), "A competing values approach to organizational effectiveness" in Public Productivity Review, Vol. 5, No. 1, pp. 122-40.
-
(1981)
Public Productivity Review
, vol.5
, Issue.1
, pp. 122-140
-
-
Quinn, R.E.1
Rohrbaugh, J.2
-
60
-
-
0020719013
-
A spatial model of effectiveness criteria: Towards a competing values approach to organizational analysis
-
Quinn, R.E. and Rohrbaugh, J. (1983), "A spatial model of effectiveness criteria: towards a competing values approach to organizational analysis" in Management Science, Vol. 29, No. 3, pp. 363-77.
-
(1983)
Management Science
, vol.29
, Issue.3
, pp. 363-377
-
-
Quinn, R.E.1
Rohrbaugh, J.2
-
61
-
-
84878519850
-
Multilevel structural equation modeling
-
Sik-Yum, L. (Ed.), North-Holland, Amsterdam
-
Rabe-Hesketh, S., Skrondal, A. and Zheng, X. (2007), "Multilevel structural equation modeling" Sik-Yum, L. (Ed.), Handbook of Latent Variable and Related Models, North-Holland, Amsterdam.
-
(2007)
Handbook of Latent Variable and Related Models
-
-
Rabe-Hesketh, S.1
Skrondal, A.2
Zheng, X.3
-
62
-
-
0013373532
-
Human resource practices, organizational climate, and customer satisfaction
-
Rogg, K.L., Schmidt, D.B., Shull, C. and Schmitt, N. (2001), "Human resource practices, organizational climate, and customer satisfaction" in Journal of Management, Vol. 27, No. 4, pp. 431-49.
-
(2001)
Journal of Management
, vol.27
, Issue.4
, pp. 431-449
-
-
Rogg, K.L.1
Schmidt, D.B.2
Shull, C.3
Schmitt, N.4
-
63
-
-
0030305325
-
Procedural justice in entrepreneur - investor relations
-
Sapienza, H.J. and Korsgaard, A.M. (1996), "Procedural justice in entrepreneur - investor relations" in Academy of Management Journal, Vol. 39, No. 3, pp. 544-74.
-
(1996)
Academy of Management Journal
, vol.39
, Issue.3
, pp. 544-574
-
-
Sapienza, H.J.1
Korsgaard, A.M.2
-
64
-
-
21844498106
-
Employee attitudes and customer satisfaction: Making theoretical and empirical connections
-
Schmit, M.J. and Allschied, S.P. (1995), "Employee attitudes and customer satisfaction: making theoretical and empirical connections" in Personnel Psychology, Vol. 48, No. 3, pp. 521-36.
-
(1995)
Personnel Psychology
, vol.48
, Issue.3
, pp. 521-536
-
-
Schmit, M.J.1
Allschied, S.P.2
-
65
-
-
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" in Journal of Applied Psychology, Vol. 70, No. 3, pp. 423-33.
-
(1985)
Journal of Applied Psychology
, vol.70
, Issue.3
, pp. 423-433
-
-
Schneider, B.1
Bowen, D.E.2
-
66
-
-
43949162903
-
The service organization: Human resources management is crucial
-
Schneider, B. and Bowen, D.E. (1993), "The service organization: human resources management is crucial" in Organizational Dynamics, Vol. 21, Spring, pp. 39-52.
-
(1993)
Organizational Dynamics
, vol.21
, Issue.Spring
, pp. 39-52
-
-
Schneider, B.1
Bowen, D.E.2
-
67
-
-
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" in Journal of Applied Psychology, Vol. 83, No. 2, pp. 150-63.
-
(1998)
Journal of Applied Psychology
, vol.83
, Issue.2
, pp. 150-163
-
-
Schneider, B.1
White, S.S.2
Paul, M.C.3
-
68
-
-
32644454917
-
Understanding organization-customer links in service settings
-
Schneider, B., Ehrhart, M.G., Mayer, D.M., Saltz, J.L. and Niles-Jolly, K. (2005), "Understanding organization-customer links in service settings" in Academy of Management Journal, Vol. 48, No. 6, pp. 1017-32.
-
(2005)
Academy of Management Journal
, vol.48
, Issue.6
, pp. 1017-1032
-
-
Schneider, B.1
Ehrhart, M.G.2
Mayer, D.M.3
Saltz, J.L.4
Niles-Jolly, K.5
-
69
-
-
33845284250
-
Reporting structural equation modeling and confirmatory factor analysis results: A review
-
Schreiber, J.B., Stage, F.K., King, J., Nora, A. and Barlow, E.A. (2006), "Reporting structural equation modeling and confirmatory factor analysis results: a review" in The Journal of Educational Research, Vol. 99, No. 6, pp. 323-37.
-
(2006)
The Journal of Educational Research
, vol.99
, Issue.6
, pp. 323-337
-
-
Schreiber, J.B.1
Stage, F.K.2
King, J.3
Nora, A.4
Barlow, E.A.5
-
70
-
-
65649110459
-
Organizational climate configurations: Relationships to collective attitudes, customer satisfaction, and financial performance
-
Schulte, M., Ostroff, C., Shmulyian, S. and Kinicki, A. (2009), "Organizational climate configurations: relationships to collective attitudes, customer satisfaction, and financial performance" in Journal of Applied Psychology, Vol. 94, No. 3, pp. 618-34.
-
(2009)
Journal of Applied Psychology
, vol.94
, Issue.3
, pp. 618-634
-
-
Schulte, M.1
Ostroff, C.2
Shmulyian, S.3
Kinicki, A.4
-
71
-
-
0034131788
-
Assessing the impact of total quality management and organizational culture on multiple outcomes of care for coronary artery bypass graft surgery patients
-
Shortell, S.M., Jones, R.H., Rademaker, A.W., Gillies, R.R., Dranove, D.S., Hughes, E.F.X., Budetti, P.P., Reynolds, K.S.E. and Huang, C.F. (2000), "Assessing the impact of total quality management and organizational culture on multiple outcomes of care for coronary artery bypass graft surgery patients" in Medical Care, Vol. 38, No. 2, pp. 207-17.
-
(2000)
Medical Care
, vol.38
, Issue.2
, pp. 207-217
-
-
Shortell, S.M.1
Jones, R.H.2
Rademaker, A.W.3
Gillies, R.R.4
Dranove, D.S.5
Hughes, E.F.X.6
Budetti, P.P.7
Reynolds, K.S.E.8
Huang, C.F.9
-
72
-
-
31944452352
-
Multilevel analysis
-
Lewis-Beck, M., Bryman, A.E., Liao, T.F. (Eds.), Sage, Thousand Oaks, CA
-
Snijders, T.A.B. (2003), "Multilevel analysis" in Lewis-Beck, M., Bryman, A.E. and Liao, T.F. (Eds.), The Sage Encyclopaedia of Social Science Research Methods, Vol. II, Sage, Thousand Oaks, CA, pp. 673-7.
-
(2003)
The Sage Encyclopaedia of Social Science Research Methods
, vol.II
, pp. 673-677
-
-
Snijders, T.A.B.1
-
73
-
-
0032632416
-
Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry
-
Stank, T.P., Goldsby, T.J. and Vickery, S.K. (1999), "Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry" in Journal of Operations Management, Vol. 17, No. 4, pp. 429-47.
-
(1999)
Journal of Operations Management
, vol.17
, Issue.4
, pp. 429-447
-
-
Stank, T.P.1
Goldsby, T.J.2
Vickery, S.K.3
-
74
-
-
0002230581
-
Organizational culture as a predictor of organizational performance
-
Ashkenasy, N.M., Wilderom, C.P.M., Peterson, M.F. (Eds.), Sage, London
-
Wilderom, C.P.M., Glunk, U. and Maslowski, R. (2000), "Organizational culture as a predictor of organizational performance" in Ashkenasy, N.M., Wilderom, C.P.M. and Peterson, M.F. (Eds.), Handbook of Organizational Culture and Climate, Sage, London, pp. 193-209.
-
(2000)
Handbook of Organizational Culture and Climate
, pp. 193-209
-
-
Wilderom, C.P.M.1
Glunk, U.2
Maslowski, R.3
-
75
-
-
34250303065
-
The relationship between nursing leadership and patient outcomes: A systematic review
-
Wong, C. and Cummings, G. (2007), "The relationship between nursing leadership and patient outcomes: a systematic review" in Journal of Nursing Management, Vol. 15, pp. 508-21.
-
(2007)
Journal of Nursing Management
, vol.15
, pp. 508-521
-
-
Wong, C.1
Cummings, G.2
-
76
-
-
0034196542
-
Market orientation and organizational performance in not-for-profit hospitals
-
Wood, V.R., Bhuian, S. and Kieckerc, P. (2000), "Market orientation and organizational performance in not-for-profit hospitals" in Journal of Business Research, Vol. 48, No. 3, pp. 213-26.
-
(2000)
Journal of Business Research
, vol.48
, Issue.3
, pp. 213-226
-
-
Wood, V.R.1
Bhuian, S.2
Kieckerc, P.3
-
77
-
-
0024804466
-
Linking service quality, customer satisfaction, and behavioral intention
-
Woodside, A.G., Frey, L.L. and Daly, R.T. (1989), "Linking service quality, customer satisfaction, and behavioral intention" in Journal of Health Care Marketing, Vol. 9, No. 4, pp. 5-17.
-
(1989)
Journal of Health Care Marketing
, vol.9
, Issue.4
, pp. 5-17
-
-
Woodside, A.G.1
Frey, L.L.2
Daly, R.T.3
-
78
-
-
48749099390
-
The impact of employee satisfaction on quality and profitability in high-contact service industries
-
Yee, R.W.Y., Yeung, A.C.L. and Cheng, T.C.E. (2008), "The impact of employee satisfaction on quality and profitability in high-contact service industries" in Journal of Operations Management, Vol. 26, No. 5, pp. 651-68.
-
(2008)
Journal of Operations Management
, vol.26
, Issue.5
, pp. 651-668
-
-
Yee, R.W.Y.1
Yeung, A.C.L.2
Cheng, T.C.E.3
-
79
-
-
0032414417
-
Patterns of coordination and clinical outcomes: A study of surgical services
-
Young, G.J., Charns, M.P., Desai, K., Khuri, S.F., Forbes, M.G., Henderson, W. and Daley, J. (1998), "Patterns of coordination and clinical outcomes: a study of surgical services" in Health Services Research, Vol. 33, No. 5, pp. 1211-36.
-
(1998)
Health Services Research
, vol.33
, Issue.5
, pp. 1211-1236
-
-
Young, G.J.1
Charns, M.P.2
Desai, K.3
Khuri, S.F.4
Forbes, M.G.5
Henderson, W.6
Daley, J.7
-
80
-
-
0002578897
-
How consumer evaluation processes differ between goods and services
-
Donnelly, J., George, W. (Eds.), American Marketing, Chicago, IL
-
Zeithaml, V.A. (1981), "How consumer evaluation processes differ between goods and services" in Donnelly, J. and George, W. (Eds.), Marketing of Services, American Marketing, Chicago, IL, pp. 186-90.
-
(1981)
Marketing of Services
, pp. 186-190
-
-
Zeithaml, V.A.1
-
81
-
-
23044518118
-
Service quality, profitability and economic worth of customers: What we know and what we need to learn
-
Zeithaml, V.A. (2000), "Service quality, profitability and economic worth of customers: what we know and what we need to learn" in Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 67-85.
-
(2000)
Journal of the Academy of Marketing Science
, vol.28
, Issue.1
, pp. 67-85
-
-
Zeithaml, V.A.1
-
82
-
-
24944535417
-
A multilevel model of safety climate: Cross-level relationships between organization and group-level climates
-
Zohar, D. and Luria, G. (2005), "A multilevel model of safety climate: cross-level relationships between organization and group-level climates" in Journal of Applied Psychology, Vol. 90, No. 4, pp. 616-28.
-
(2005)
Journal of Applied Psychology
, vol.90
, Issue.4
, pp. 616-628
-
-
Zohar, D.1
Luria, G.2
|