Lance A. Bettencourt

Customer voluntary performance: Customers as partners in service delivery

Lance A. Bettencourt · Journal of Retailing · 1997 · 1.3K citations

Customer Satisfaction, Service Research, Customer Voluntary Performance +5

Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors

Lance A. Bettencourt, Stephen Brown · Journal of Retailing · 1997 · 923 citations

Job Satisfaction, Employee Attitude, Organizational Communication +10

Client Co-Production in Knowledge-Intensive Business Services

Lance A. Bettencourt, Amy L. Ostrom, Stephen Brown et al. · California Management Review · 2002 · 732 citations

Service Provider, Customer Satisfaction, Service Solution +15

Lifestyle of the Tight and Frugal: Theory and Measurement

John L. Lastovicka, Lance A. Bettencourt, Renée Shaw Hughner et al. · Journal of Consumer Research · 1999 · 611 citations

A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.

Lance A. Bettencourt, Kevin P. Gwinner, Matthew L. Meuter · Journal of Applied Psychology · 2001 · 593 citations

Customer Satisfaction, Organizational Characteristic, Organizational Culture +17