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Why Can Some Service Employees Provide Service of a Consistently High Quality While Others Cannot?
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
inferredcites →https://doi.org/10.1002/mar.10103openalex-snapshot
The impact of country of origin on pretrial and posttrial product evaluations: The moderating effect of consumer expertise
inferredcites →https://doi.org/10.1007/bf02723327openalex-snapshot
On the Evaluation of Structural Equation Models
inferredcites →https://doi.org/10.1007/s11628-012-0149-7openalex-snapshot
Explore how Chinese consumers evaluate retail service quality and satisfaction
inferredcites →https://doi.org/10.1016/j.jcps.2010.03.001openalex-snapshot
Structural equation models are modelling tools with many ambiguities: Comments acknowledging the need for caution and humility in their use
inferredcites →https://doi.org/10.1016/j.jvb.2004.03.002openalex-snapshot
Young workers’ job self-efficacy and affect: Pathways to health and performance
inferredcites →https://doi.org/10.1037//0021-9010.85.6.869openalex-snapshot
Personality and job performance: The Big Five revisited.
inferredcites →https://doi.org/10.1037/0003-066x.37.2.122openalex-snapshot
Self-efficacy mechanism in human agency.
inferredcites →https://doi.org/10.1037/0021-9010.88.5.879openalex-snapshot
Common method biases in behavioral research: A critical review of the literature and recommended remedies.
inferredcites →https://doi.org/10.1037/h0058700openalex-snapshot
A decision-making theory of visual detection.
inferredcites →https://doi.org/10.1080/02642060701570495openalex-snapshot
Effects of Personality on Service Quality in Business Transactions
inferredcites →https://doi.org/10.1080/02642069.2010.504823openalex-snapshot
Implementation and effectiveness of strategic actions used to reduce customer variability
inferredcites →https://doi.org/10.1080/09658211.2012.667110openalex-snapshot
The impact of perceived self-efficacy on memory for aversive experiences
inferredcites →https://doi.org/10.1080/17470218.2011.584631openalex-snapshot
Expertise and Gambling: Using Type 2 Signal Detection Theory to Investigate Differences between Regular Gamblers and Nongamblers
inferredcites →https://doi.org/10.1093/biomet/57.2.239openalex-snapshot
A general method for analysis of covariance structures
inferredcites →https://doi.org/10.1097/nna.0b013e318283dc23openalex-snapshot
Nurse-Physician Teamwork in the Emergency Department
inferredcites →https://doi.org/10.1108/09604520910971575openalex-snapshot
Essentials of Services Marketing
inferredcites →https://doi.org/10.1109/tit.1954.1057460openalex-snapshot
The theory of signal detectability
inferredcites →https://doi.org/10.1111/j.1365-2648.2009.05072.xopenalex-snapshot
Emotional stability of nurses: impact on patient safety
inferredcites →https://doi.org/10.1111/j.1365-2834.2010.01073.xopenalex-snapshot
Nurse-perceived time pressure and patient-perceived care quality
inferredcites →https://doi.org/10.1111/j.1365-2834.2010.01122.xopenalex-snapshot
Transforming work place relationships through shared decision making
inferredcites →https://doi.org/10.1111/j.1365-2834.2011.01287.xopenalex-snapshot
Nursing accreditation system and patient safety
inferredcites →https://doi.org/10.1111/j.1547-5069.2010.01349.xopenalex-snapshot
Validation of the Professional Practice Environment Scale in Australian General Practice
inferredcites →https://doi.org/10.1167/13.5.8openalex-snapshot
Independence is elusive: Set size effects on encoding precision in visual search
inferredcites →https://doi.org/10.1177/002224299005400105openalex-snapshot
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
inferredcites →https://doi.org/10.1177/002224299606000203openalex-snapshot
The Behavioral Consequences of Service Quality
inferredcites →https://doi.org/10.1177/002224299606000406openalex-snapshot
The Management of Customer-Contact Service Employees: An Empirical Investigation
inferredcites →https://doi.org/10.1177/002224378101800104openalex-snapshot
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
inferredcites →https://doi.org/10.1177/1094670505282167openalex-snapshot
Customer Self-Efficacy and Response to Service
inferredcites →https://doi.org/10.1177/1094670511410304openalex-snapshot
Why and When do Stores With Satisfied Employees Have Satisfied Customers?
inferredcites →https://doi.org/10.1177/1094670512468294openalex-snapshot
Electronic Service Quality and Value
inferredcites →https://doi.org/10.1207/s15327663jcp1304_14openalex-snapshot
Advancing Alpha: Measuring Reliability With Confidence
inferredcites →https://doi.org/10.1207/s15327663jcp1603_10openalex-snapshot
Forgiven But Not Forgotten: Covert Uncertainty in Overt Responses and the Paradox of Defection‐Despite‐Trust
inferredcites →https://doi.org/10.1207/s15328007sem1304_1openalex-snapshot
On the Merits of Orthogonalizing Powered and Product Terms: Implications for Modeling Interactions Among Latent Variables
inferredcites →https://doi.org/10.1287/serv.1120.0018openalex-snapshot
The Impact of Health Service Provider Agreeableness on Care Quality Variation
inferredcites →https://doi.org/10.1509/jm.11.0485openalex-snapshot
Branded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning
inferredcites →https://doi.org/10.1509/jm.12.0527openalex-snapshot
Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights
inferredcites →https://doi.org/10.1509/jmkg.65.3.34.18334openalex-snapshot
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
inferredcites →https://doi.org/10.1509/jmkg.68.1.128.24034openalex-snapshot
Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors
inferredcites →https://doi.org/10.1509/jmkg.75.3.83openalex-snapshot
Process and Outcome Interdependency in Frontline Service Encounters
inferredcites →https://doi.org/10.2307/3069445openalex-snapshot
SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
inferredcites →https://doi.org/10.3758/s13421-012-0292-3openalex-snapshot
Dissociating early- and late-selection processes in recall: The mixed blessing of categorized study lists
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
What points at this work
Incoming claims: where this work appears in other papers’ reference lists and arguments.
inferred← citeshttps://doi.org/10.1016/j.ijpe.2024.109156openalex-snapshot
Deterministic and probabilistic service-hailing mode choice for on-demand service platforms
inferred← citeshttps://doi.org/10.1057/s41599-024-04185-wopenalex-snapshot
Smooth or sticky? An analysis of service variability
inferred← citeshttps://doi.org/10.1108/ijqss-05-2020-0078openalex-snapshot
Service workers and “difficult customers”: quality challenges at the front line
inferred← citeshttps://doi.org/10.1287/serv.2025.0095openalex-snapshot
From Clicks to Care: How Digital Leadership Shapes Service Employee Well-Being
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