研究论文
Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions
Michael D. Hartline, Keith C. Jones
Louisiana State University University of Wisconsin–La Crosse
来源Journal of Business Research
年份1996
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学术脉络
学科主题
经济 / 管理Customer Service Quality and Loyalty
Service and Product Innovation · Employee Performance and Motivation
参考文献 39
Service quality implementation : the effects of organizational socialization and managerial actions on customer-contact employee behaviors
被引 61Michael D. Hartline, O. G. Ferrell · Medical Entomology and Zoology · 1993
The Service encounter : managing employee/customer interaction in service businesses
被引 503John A. Czepiel, Michael R. Solomon, Carol F. Surprenant · Lexington Books · 1985
An empirical examination of relationships in an extended service quality model
被引 186A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Marketing Science Institute eBooks · 1990
此处列出前 3 条
引用本文 527
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
被引 6,392J. Joseph Cronin, Michael K. Brady, G. Tomas M. Hult · Journal of Retailing · 2000
The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents
被引 1,582L. Jean Harrison‐Walker · Journal of Service Research · 2001
The concept of perceived value: a systematic review of the research
被引 1,270Raquel Sánchez‐Fernández, María Ángeles Iniesta Bonillo · Marketing Theory · 2007
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