Concepedia

Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes

Richard G. Netemeyer, James G. Maxham

Journal of Retailing · 2006 · 159 citations · 42 references

Concepts

BusinessPerformance ManagementRetail ManagementPerformance MeasurementRetail Human Resource ManagementRetail Service ManagementCustomer Performance MeasurementCustomer SatisfactionCustomer Service PerformancePerformance AppraisalRetail Employee EngagementRetail Performance ManagementCustomer Performance IndicatorsEmployee Performance AppraisalEmployee Service PerformancePredictive ValidityRetail Associate PerformanceRetail Leadership PerformanceSupervisory Ratings

References

42

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 60.8K citations

Social Sciences, Educational Measurement, Econometrics +15

Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors

Larry J. Williams, Stella E. Anderson · Journal of Management · 1991 · 6.2K citations

Social Sciences, Organizational Behavior, Psychology +13

Assessing Measurement Invariance in Cross‐National Consumer Research

Jan‐Benedict E.M. Steenkamp, Hans Baumgartner · Journal of Consumer Research · 1998 · 4.7K citations

Business, Marketing, Psychology +14

Expanding the Criterion Domain to Include Elements of Contextual Performance

Walter C. Borman, Steve Motowidlo · Digital Commons - University of South Florida (University of South Florida) · 1993 · 2.8K citations

Education, Educational Assessment, Criterion-referenced Assessment +7

Using SAS PROC MIXED to Fit Multilevel Models, Hierarchical Models, and Individual Growth Models

J. David Singer · Journal of Educational and Behavioral Statistics · 1998 · 2.7K citations

Business, Biostatistics, Data Analytics +16