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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
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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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Service firm capabilities and performance : contingent analysis of customer contact
Cruz-Ros, Sonia; Gonzalez-Cruz, Tomas F. - In: Journal of business research : JBR 68 (2015) 7, pp. 1612-1621
Persistent link: https://www.econbiz.de/10011298890
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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 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 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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A matter of fit? : service configurations for customer loyalty
Han, Zhaojun; Yee, Rachel W. Y.; Yeung, Andy C. L. - In: International journal of production economics 275 (2024), pp. 1-9
Persistent link: https://www.econbiz.de/10015051984