Concepedia

A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.

Academy of Management Journal · 2004 · 1.1K citations · 44 references

Abstract

Previous work on service performance has focused on either organization- or individual-level analysis. This multilevel study of 257 employees, 44 managers, and 1,993 customers from 25 restaurants d...

References

44

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Philip M. Podsakoff, Dennis W. Organ · Journal of Management · 1986 · 16.9K citations

Social Sciences, Organization Studies, Organizational Behavior +14

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Richard L. Oliver · Journal of Marketing Research · 1980 · 9.9K citations

Business, Marketing, Social Psychology +15

THE BIG FIVE PERSONALITY DIMENSIONS AND JOB PERFORMANCE: A META‐ANALYSIS

Murray R. Barrick, Michael K. Mount · Personnel Psychology · 1991 · 8.7K citations

Social Sciences, Psychology, Individual Differences +13

THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE.

Mark A. Huselid · Academy of Management Journal · 1995 · 8.1K citations

Management, Human Resource Management, Strategic Management +15

The Big Five Trait taxonomy: History, measurement, and theoretical perspectives.

Oliver P. John, Sanjay Srivastava · 1999 · 7.8K citations

Social Sciences, Behavioral Sciences, Psychology +14

A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.

Concepts

Abstract

References