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The service-profit chain : a review and extension
Yee, Rachel W. Y.; Yeung, Andy C. L.; Cheng, T. C. E.; … - In: Total quality management & business excellence : an … 20 (2009) 5/6, pp. 617-632
Persistent link: https://www.econbiz.de/10003882597
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An empirical study of employee loyalty, service quality and firm performance in the service industry
Yee, Rachel W. Y.; Yeung, Andy C. L.; Cheng, T. C. E. - In: International journal of production economics 124 (2010) 1, pp. 109-120
Persistent link: https://www.econbiz.de/10003966973
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The service-profit chain : an empirical analysis in high-contact service industries
Yee, Rachel W. Y.; Yeung, Andy C. L.; Cheng, T. C. E. - In: International journal of production economics 130 (2011) 2, pp. 236-245
Persistent link: https://www.econbiz.de/10008934623
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An empirical study of transformational leadership, team performance and service quality in retail banks
Lee, Peter K. C.; Cheng, T. C. E.; Yeung, Andy C. L.; … - In: Omega : the international journal of management science 39 (2011) 6, pp. 690-701
Persistent link: https://www.econbiz.de/10009130603
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The relationships among leadership, goal orientation, and service quality in high-contact service industries : an empirical study
Yee, Rachel W. Y.; Lee, Peter K. C.; Yeung, Andy C. L.; … - In: International journal of production economics 141 (2013) 2, pp. 452-464
Persistent link: https://www.econbiz.de/10009728463
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The impact of employee satisfaction on quality and profitability in high-contact service industries
Yee, Rachel W. Y.; Yeung, Andy C. L.; Cheng, T. C. E. - In: Journal of operations management 26 (2008) 5, pp. 651-668
Persistent link: https://www.econbiz.de/10003766808