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From internal marketing to customer- perceived relationship quality : evidence of Vietnamese banking firms
Park, Jong Hee; Thi Bich Hanh Tran - In: Total quality management & business excellence 31 (2020) 7/8, pp. 777-799
Persistent link: https://www.econbiz.de/10012256659
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Dimensions of service quality and service climate: a study of bank customers and employees in four local Malaysian banks
Ab. Wahab, Norailis - 2009
In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a...
Persistent link: https://www.econbiz.de/10009465913
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The trickle-down effect of servant leadership on frontline employee service behaviors and performance : a multilevel study of Chinese hotels
Ling, Qian; Lin, Meizhen; Wu, Xiaoyi - In: Tourism management : research, policies, practice 52 (2016), pp. 341-368
Persistent link: https://www.econbiz.de/10011418435
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Linking service climate to customer loyalty
Wang, Mei-ling - In: The service industries journal 35 (2015) 7/8, pp. 403-414
Persistent link: https://www.econbiz.de/10011337128
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A service climate synthesis and future research agenda
Bowen, David E.; Schneider, Benjamin - In: Journal of service research : JSR 17 (2014) 1, pp. 5-22
Persistent link: https://www.econbiz.de/10010356892
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Investigating work engagement in the service environment
Barnes, Donald C.; Collier, Joel E. - In: The journal of services marketing 27 (2013) 6, pp. 485-499
Persistent link: https://www.econbiz.de/10010198121
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Investigating work engagement in the service environment
Barnes, Donald C.; Collier, Joel E. - In: The journal of services marketing 27 (2013) 6, pp. 485-499
Persistent link: https://www.econbiz.de/10010198143
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Effect of servicescape on customer behavioral intentions : moderating roles of service climate and employee engagement
Chang, Kuo-Chien - In: International journal of hospitality management 53 (2016), pp. 116-128
Persistent link: https://www.econbiz.de/10011443052
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Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.; Collier, Joel E.; Barnes, Donald C. - In: Journal of service research : JSR 17 (2014) 4, pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
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High performance work systems and organizational service performance : the roles of different organizational climates
Lin, Yi-Ting; Liu, Nien-Chi - In: International journal of hospitality management 55 (2016), pp. 118-128
Persistent link: https://www.econbiz.de/10011497986