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Service Climate in Self-Managing Teams : Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting

Jong, Ad de; Deruyter, Ko; Lemmink, Jos - 2006

Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self-managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT...

Persistent link: https://www.econbiz.de/10014060608

Service Quality and Management

Kunst, Paul - 1999

Dynamics in Service Quality Perceptions — A Longitudinal Approach to Evaluate the Outcome Dimension in Service Quality Perceptions -- National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective -- The Link between Customer Satisfaction and Dealer...

Persistent link: https://www.econbiz.de/10013520327

Service quality and management

Kunst, Paul (ed.); Lemmink, Jos (ed.); Stauss, Bernd (ed.) - 1999

Persistent link: https://www.econbiz.de/10014005928

Wrinkles in a CSR story : mismatched agendas in fast fashion service brands' CSR reputation

Mickelsson, Jacob; Van Haren, Joep; Lemmink, Jos - In: Journal of service management 34 (2023) 2, pp. 256-273

Persistent link: https://www.econbiz.de/10014337951

Effects of communication style on relational outcomes in interactions between customers and embodied conversational agents

Pinxteren, Michelle M. E. van; Pluymaekers, Mark; … - In: Psychology & marketing 40 (2023) 5, pp. 938-953

Persistent link: https://www.econbiz.de/10014290871

The Best of Both Worlds? Effects of Attribute-Induced Goal Conflict on Consumption of Healthful Indulgences

Belei, Nina; Geyskens, Kelly; Goukens, Caroline; … - In: Journal of marketing research : JMR 49 (2012) 6, pp. 900-909

Persistent link: https://www.econbiz.de/10010051937

Service Climate in Self-Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting

Jong, Ad de; Ruyter, Ko de; Lemmink, Jos - In: Journal of Management Studies 42 (2005) 8, pp. 1593-1620

Persistent link: https://www.econbiz.de/10004971976

ANTECEDENTS OF EFFECTIVE DECISION-MAKING: A COGNITIVE APPROACH

Riel, Allard C R van; Ouwersloot, Hans; Lemmink, Jos - In: The IUP Journal of Managerial Economics IV (2006) 4, pp. 7-28

The effectiviness of decision-making has been associated with how well managers adapt their cognitive style to task requirements. In this paper, theories regarding decision-making under uncertainty, and the use of judgment and intuition are reviewed and integrated. The Cognitive Continuum Theory...

Persistent link: https://www.econbiz.de/10005232708

An agenda for research into services management: Afterword to the special edition on European research in service marketing

Lings, Ian; Lemmink, Jos; Botschen, Gunther - In: Journal of Business Research 57 (2004) 4, pp. 456-458

Persistent link: https://www.econbiz.de/10005465972

An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction

van Dolen, Willemijn; de Ruyter, Ko; Lemmink, Jos - In: Journal of Business Research 57 (2004) 4, pp. 437-444

Persistent link: https://www.econbiz.de/10005473443