Concepedia

SERVICE PROVIDER HOSTILITY AND SERVICE QUALITY.

Lorna Doucet

Academy of Management Journal · 2004 · 57 citations · 25 references

DOI

Concepts

Abstract

Previous research on interpersonal interactions has found inconsistent effects of hostile interpersonal behaviors on organizational outcomes. This study found that technical performance by service ...

References

25

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Reuben M. Baron, David A. Kenny · Journal of Personality and Social Psychology · 1986 · 72.1K citations

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A Coefficient of Agreement for Nominal Scales

Jacob Cohen · Educational and Psychological Measurement · 1960 · 41.3K citations

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Multiple regression: testing and interpreting interactions

Choice Reviews Online · 1992 · 37.2K citations

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Development and validation of brief measures of positive and negative affect: The PANAS scales.

David Watson, Auke Tellegen · Journal of Personality and Social Psychology · 1988 · 31.7K citations

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SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

, , +12