Relational quality in service encounters

The Managed Heart: Commercialization of Human Feeling

John E. Tropman, Arlie Russell Hochschild · Journal of Policy Analysis and Management · 1984 · 8.8K citations

Business, Marketing, Advertising +2

Organizational Citizenship Behavior: The Good Soldier Syndrome.

Steven C. Currall, Dennis W. Organ · Administrative Science Quarterly · 1988 · 5.6K citations

Management, Organization Studies, Organizational Behavior +14

Role Conflict and Ambiguity in Complex Organizations

John‐Ross Rizzo, Robert J. House, Sidney I. Lirtzman · Administrative Science Quarterly · 1970 · 5.2K citations

Management, Organization Studies, Organizational Behavior +17

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

Management, Hospitality Management, Organizational Behavior +15

Organizational citizenship behavior: Its nature and antecedents.

Crystal Smith, Dennis W. Organ, Janet P. Near · Journal of Applied Psychology · 1983 · 3.7K citations

Management, Organization Studies, Organizational Behavior +9