Michael D. Hartline

The Management of Customer-Contact Service Employees: An Empirical Investigation

Michael D. Hartline, O. C. Ferrell · Journal of Marketing · 1996 · 1.7K citations

Customer Satisfaction, Services Management, Quality Management Systems +17

Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees

Michael D. Hartline, James G. Maxham, Daryl McKee · Journal of Marketing · 2000 · 793 citations

Customer-oriented Firm, Customer Satisfaction, Customer Experience +21

The Management of Customer-Contact Service Employees: An Empirical Investigation

Michael D. Hartline, O. C. Ferrell · Journal of Marketing · 1996 · 688 citations

Customer Satisfaction, Services Management, Quality Management Systems +17

Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions

Michael D. Hartline, Keith Jones · Journal of Business Research · 1996 · 521 citations

Customer Satisfaction, Perceived Service Quality, Service Quality +10

Marketing Theory and Applications

Michael K. Brady, Michael D. Hartline, Chris Blocker et al. · 2010 · 379 citations

Management, Consumer Research, Consumer Behavior +3