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A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.
1.1K
Citations
44
References
2004
Year
Customer SatisfactionPsm PerformanceHuman Resource ManagementOrganizational BehaviorPerformance ManagementEmployee AttitudeService QualityManagementService PerformanceOrganizational PerformanceService ResearchService StudyRestaurants DMarketingEmployee InvolvementMultilevel StudyBusinessFood ServiceHospitality Management
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...
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