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Osman M. Karatepe

Personal Details

First Name:Osman M.
Middle Name:
Last Name:Karatepe
Suffix:
RePEc Short-ID:pka753
[This author has chosen not to make the email address public]
http://www.emu.edu.tr/omk

Affiliation

Doğu Akdeniz Üniversitesi-Turizm Fakültesi (Eastern Mediterranean University-Faculty of Tourism)

http://tourism.emu.edu.tr
Turkey

Research output

as
Jump to: Articles

Articles

  1. Ilkhanizadeh, Shiva & Karatepe, Osman M., 2017. "An examination of the consequences of corporate social responsibility in the airline industry: Work engagement, career satisfaction, and voice behavior," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 8-17.
  2. Karatepe, Osman M. & Talebzadeh, Niusha, 2016. "An empirical investigation of psychological capital among flight attendants," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 193-202.
  3. Ugur Yavas & Osman M. Karatepe & Emin Babakus, 2015. "Gender-choice behavior linkages: an investigation in the hospitality industry," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 21(2), pages 191-202, December.
  4. Karatepe, Osman M. & Choubtarash, Homa, 2014. "The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 182-191.
  5. Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.
  6. Osman M. Karatepe, 2011. "Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 12(2), pages 278-300, January.
  7. Osman M. Karatepe & Mine Haktanir & Ilkay Yorganci, 2008. "The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion," The Service Industries Journal, Taylor & Francis Journals, vol. 30(9), pages 1565-1579, September.
  8. Osman M. Karatepe & Hasan Kilic, 2006. "The effects of two directions of conflict and facilitation on frontline employees’ job outcomes," The Service Industries Journal, Taylor & Francis Journals, vol. 29(7), pages 977-993, December.
  9. Osman M. Karatepe, 2006. "The effects of selected antecedents on the service recovery performance of frontline employees," The Service Industries Journal, Taylor & Francis Journals, vol. 26(1), pages 39-57, January.
  10. Karatepe, Osman M. & Yavas, Ugur & Babakus, Emin & Avci, Turgay, 2006. "Does gender moderate the effects of role stress in frontline service jobs?," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1087-1093, October.
  11. Nick Johns & Turgay Avcí & Osman M. Karatepe, 2004. "Measuring service quality of travel agents: evidence from Northern Cyprus," The Service Industries Journal, Taylor & Francis Journals, vol. 24(3), pages 82-100, May.

Citations

Many of the citations below have been collected in an experimental project, CitEc, where a more detailed citation analysis can be found. These are citations from works listed in RePEc that could be analyzed mechanically. So far, only a minority of all works could be analyzed. See under "Corrections" how you can help improve the citation analysis.

Articles

  1. Ilkhanizadeh, Shiva & Karatepe, Osman M., 2017. "An examination of the consequences of corporate social responsibility in the airline industry: Work engagement, career satisfaction, and voice behavior," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 8-17.

    Cited by:

    1. Law, Kris M.Y. & Breznik, Kristijan, 2018. "What do airline mission statements reveal about value and strategy?," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 36-44.
    2. Ali Uyar & Mehmet Ali Koseoglu & Cemil Kuzey & Abdullah S Karaman, 2023. "Does firm strategy influence corporate social responsibility and firm performance? Evidence from the tourism industry," Tourism Economics, , vol. 29(5), pages 1272-1301, August.
    3. Perryman, Michael & Besco, Laurel & Suleiman, Carina & Lucato, Lindsay, 2022. "Ready for take off: Airline engagement with the United Nations Sustainable Development Goals," Journal of Air Transport Management, Elsevier, vol. 103(C).
    4. Hyung-Min Choi & Daniel Kessler, 2022. "Airline Cabin Crew Members’ Ambidexterity as the Sustainable Attitude for Prosocial Passenger Service," Sustainability, MDPI, vol. 15(1), pages 1-18, December.
    5. Sehrish Ilyas & Ghulam Abid & Fouzia Ashfaq & Muhammad Ali & Wasif Ali, 2021. "Status Quos Are Made to be Broken: The Roles of Transformational Leadership, Job Satisfaction, Psychological Empowerment, and Voice Behavior," SAGE Open, , vol. 11(2), pages 21582440211, April.
    6. Basheer M. Al-Ghazali & M. Sadiq Sohail & Ibrahim Ali M. Jumaan, 2021. "CSR Perceptions and Career Satisfaction: The Role of Psychological Capital and Moral Identity," Sustainability, MDPI, vol. 13(12), pages 1-22, June.
    7. Fang-Chen Kao & Irene Wei Kiong Ting & Han-Chung Chou & Yi-Sung Liu, 2022. "Exploring the Influence of Corporate Social Responsibility on Efficiency: An Extended Dynamic Data Envelopment Analysis of the Global Airline Industry," Sustainability, MDPI, vol. 14(19), pages 1-21, October.
    8. Sukhoon Chung & Jin-Woo Park & Sangryeong Lee, 2022. "The Influence of CSR on Airline Loyalty through the Mediations of Passenger Satisfaction, Airline Brand, and Airline Trust: Korean Market Focused," Sustainability, MDPI, vol. 14(8), pages 1-15, April.
    9. Seojin Stacey Lee & Yaeri Kim & Taewoo Roh, 2019. "Modified Pyramid of CSR for Corporate Image and Customer Loyalty: Focusing on the Moderating Role of the CSR Experience," Sustainability, MDPI, vol. 11(17), pages 1-21, August.
    10. Heesup Han & Amr Al-Ansi & Xiaoting Chi & Hyungshin Baek & Kyung-Sik Lee, 2020. "Impact of Environmental CSR, Service Quality, Emotional Attachment, and Price Perception on Word-of-Mouth for Full-Service Airlines," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    11. Yiu, Cho Yin & Ng, Kam K.H. & Yu, Simon C.M. & Yu, Chun Wah, 2022. "Sustaining aviation workforce after the pandemic: Evidence from Hong Kong aviation students toward skills, specialised training, and career prospects through a mixed-method approach," Transport Policy, Elsevier, vol. 128(C), pages 179-192.
    12. Sun, Xiaoqian & Wandelt, Sebastian & Zhang, Anming, 2021. "Technological and educational challenges towards pandemic-resilient aviation," Transport Policy, Elsevier, vol. 114(C), pages 104-115.
    13. Jeong Sik Kim & Se Kyung Choi, 2023. "Exploring Mechanisms From Leader Consideration and Information Sharing to Follower Behavior," SAGE Open, , vol. 13(3), pages 21582440231, August.
    14. Bruce Gashema, 2021. "Predicting innovative work behaviors through transformational leadership:The moderating role of corporate social responsibility," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(1), pages 69-84, January.
    15. Park, Eunil, 2019. "Corporate social responsibility as a determinant of corporate reputation in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 215-221.
    16. Öge, Ercan & Çetin, Mehmet & Top, Seyfi, 2018. "The effects of paternalistic leadership on workplace loneliness, work family conflict and work engagement among air traffic controllers in Turkey," Journal of Air Transport Management, Elsevier, vol. 66(C), pages 25-35.
    17. Lu Yang & Cindy S B Ngai & Wenze Lu, 2020. "Changing trends of corporate social responsibility reporting in the world-leading airlines," PLOS ONE, Public Library of Science, vol. 15(6), pages 1-19, June.
    18. Farah Ameer, Naveed R. Khan, 2019. "National Culture, Employee's Engagement and Employee's CSR Perceptions in Technology Based Firms of Pakistan," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 6(2), pages 54-74, October.
    19. Nick Lin-Hi & Xiaohan Gao-Urhahn & Torsten Biemann & Irmela F. Koch-Bayram, 2023. "Internal CSR and blue-collar workers’ attitudes and behaviors in China: a combination of a cross-sectional study and a field experiment," Asian Business & Management, Palgrave Macmillan, vol. 22(3), pages 1185-1213, July.
    20. Heesup Han & Xiaoting Chi & Chang-Sik Kim & Hyungseo Bobby Ryu, 2020. "Activators of Airline Customers’ Sense of Moral Obligation to Engage in Pro-Social Behaviors: Impact of CSR in the Korean Marketplace," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    21. Yi-Ping Chang & Hsiu-Hua Hu & Chih-Ming Lin, 2021. "Consistency or Hypocrisy? The Impact of Internal Corporate Social Responsibility on Employee Behavior: A Moderated Mediation Model," Sustainability, MDPI, vol. 13(17), pages 1-21, August.
    22. Sehar Zulfiqar & Rabeea Sadaf & József Popp & Jolita Vveinhardt & Domicián Máté, 2019. "An Examination of Corporate Social Responsibility and Employee Behavior: The Case of Pakistan," Sustainability, MDPI, vol. 11(13), pages 1-15, June.
    23. Mourad Mansour & Mohammed Abdulrazzaq Alaghbari & Baligh Beshr & Basheer M. Al-Ghazali, 2023. "Perceived CSR on Career Satisfaction: A Moderated Mediation Model of Cultural Orientation (Collectivism and Masculinity) and Organisational Pride," Sustainability, MDPI, vol. 15(6), pages 1-20, March.
    24. Basheer M. Al-Ghazali & M. Sadiq Sohail, 2021. "The Impact of Employees’ Perceptions of CSR on Career Satisfaction: Evidence from Saudi Arabia," Sustainability, MDPI, vol. 13(9), pages 1-26, May.
    25. Karaman, Abdullah S. & Akman, Engin, 2018. "Taking-off corporate social responsibility programs: An AHP application in airline industry," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 187-197.

  2. Karatepe, Osman M. & Talebzadeh, Niusha, 2016. "An empirical investigation of psychological capital among flight attendants," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 193-202.

    Cited by:

    1. Cheng, Tien-Ming & Hong, Ci-Yao & Yang, Bo-Cheng, 2018. "Examining the moderating effects of service climate on psychological capital, work engagement, and service behavior among flight attendants," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 94-102.
    2. Ilkhanizadeh, Shiva & Karatepe, Osman M., 2017. "An examination of the consequences of corporate social responsibility in the airline industry: Work engagement, career satisfaction, and voice behavior," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 8-17.
    3. Valentina Sommovigo & Ilaria Setti & Piergiorgio Argentero, 2019. "The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance," Sustainability, MDPI, vol. 11(1), pages 1-22, January.
    4. Rawan Alafeshat & Cem Tanova, 2019. "Servant Leadership Style and High-Performance Work System Practices: Pathway to a Sustainable Jordanian Airline Industry," Sustainability, MDPI, vol. 11(22), pages 1-21, November.
    5. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee, 2018. "Psychological contract breach and service innovation behavior: psychological capital as a mediator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 305-329, June.
    6. Öge, Ercan & Çetin, Mehmet & Top, Seyfi, 2018. "The effects of paternalistic leadership on workplace loneliness, work family conflict and work engagement among air traffic controllers in Turkey," Journal of Air Transport Management, Elsevier, vol. 66(C), pages 25-35.

  3. Ugur Yavas & Osman M. Karatepe & Emin Babakus, 2015. "Gender-choice behavior linkages: an investigation in the hospitality industry," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 21(2), pages 191-202, December.

    Cited by:

    1. Duarte, Paulo & Estevão, Cristina & Campón-Cerro, Ana Maria & Costa, Carlos & Cabral, Adília, 2023. "Reassessment of the Influence of Socio-demographic Variables on Hotel Choice during Pandemic," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 11(1), pages 1-10.

  4. Karatepe, Osman M. & Choubtarash, Homa, 2014. "The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 182-191.

    Cited by:

    1. Hyewon Lee & Saemi An & Ga Young Lim & Young Woo Sohn, 2021. "Ethical Leadership and Followers’ Emotional Exhaustion: Exploring the Roles of Three Types of Emotional Labor toward Leaders in South Korea," IJERPH, MDPI, vol. 18(20), pages 1-13, October.
    2. Ilkhanizadeh, Shiva & Karatepe, Osman M., 2017. "An examination of the consequences of corporate social responsibility in the airline industry: Work engagement, career satisfaction, and voice behavior," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 8-17.
    3. Andreea Fortuna SCHIOPU, 2014. "Role And Consequences Of Emotional Labor In The Workplace," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 4, pages 675-682, July.
    4. Tai Ming Wut & Daisy Lee & Wai Man Ip & Stephanie W. Lee, 2021. "Digital Sustainability in the Organization: Scale Development and Validation," Sustainability, MDPI, vol. 13(6), pages 1-14, March.
    5. Nicholas Igbudu & Zanete Garanti & Temitope Popoola, 2018. "Enhancing Bank Loyalty through Sustainable Banking Practices: The Mediating Effect of Corporate Image," Sustainability, MDPI, vol. 10(11), pages 1-11, November.
    6. Karatepe, Osman M. & Talebzadeh, Niusha, 2016. "An empirical investigation of psychological capital among flight attendants," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 193-202.
    7. Öge, Ercan & Çetin, Mehmet & Top, Seyfi, 2018. "The effects of paternalistic leadership on workplace loneliness, work family conflict and work engagement among air traffic controllers in Turkey," Journal of Air Transport Management, Elsevier, vol. 66(C), pages 25-35.
    8. Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).
    9. Dinçer, Hasan & Hacıoğlu, Ümit & Yüksel, Serhat, 2017. "Balanced scorecard based performance measurement of European airlines using a hybrid multicriteria decision making approach under the fuzzy environment," Journal of Air Transport Management, Elsevier, vol. 63(C), pages 17-33.
    10. Asif Nawaz & Beenish Tariq & Sarfraz Ahmed Dakhan & Antonio Ariza-Montes & Niaz Ahmed Bhutto & Heesup Han, 2020. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    11. Hüseyin Arasli & Reza Bahman Teimouri & Hasan Kiliç & Iman Aghaei, 2017. "Effects of service orientation on job embeddedness in hotel industry," The Service Industries Journal, Taylor & Francis Journals, vol. 37(9-10), pages 607-627, June.

  5. Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.

    Cited by:

    1. Osman M. Karatepe, 2006. "The effects of selected antecedents on the service recovery performance of frontline employees," The Service Industries Journal, Taylor & Francis Journals, vol. 26(1), pages 39-57, January.
    2. Carmen Castro-Casal & Guadalupe Vila-Vázquez & Álvaro Pardo-Gayoso, 2019. "Sustaining Affective Commitment and Extra-Role Service among Hospitality Employees: Interactive Effect of Empowerment and Service Training," Sustainability, MDPI, vol. 11(15), pages 1-16, July.
    3. Chung-Jen Wang & Kuan-Ju Tseng, 2019. "Effects of Selected Positive Resources on Hospitality Service Quality: The Mediating Role of Work Engagement," Sustainability, MDPI, vol. 11(8), pages 1-17, April.
    4. Nicholas Ashill & Jayne Krisjanous & Janet Carruthers, 2004. "Antecedents and outcomes of service recovery perfomance in private healthcare: An empirical investigation," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 1(2), pages 57-74, December.
    5. Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
    6. Al-Ababneh, Mukhles M. & Al-Sabi, Samer M. & Al-Shakhsheer, Firas J. & Habiballah, Ma’moun A., 2018. "Mediating Role Of Empowerment Between Total Quality Management (Tqm) And Service Recovery Performance In The Hotel Industry," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 6(3), pages 286-313.
    7. Jung-Hyun Lee & Min-su Kim & Aeeun Jeon, 2013. "The effects of emotional intelligence on service recovery and organizational loyalty: a case of flight attendants of South Korean airlines," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 665-686, December.
    8. Tasmeer Mujeeb & Noor Ullah Khan & Asfia Obaid & Guiling Yue & Hanieh Alipour Bazkiaei & Noor Azam Samsudin, 2021. "Do Servant Leadership Self-Efficacy and Benevolence Values Predict Employee Performance within the Banking Industry in the Post-COVID-19 Era: Using a Serial Mediation Approach," Administrative Sciences, MDPI, vol. 11(4), pages 1-29, October.
    9. Paulin, Michele & Ferguson, Ronald J. & Bergeron, Jasmin, 2006. "Service climate and organizational commitment: The importance of customer linkages," Journal of Business Research, Elsevier, vol. 59(8), pages 906-915, August.
    10. Linas Šaulinskas & Narimantas Kazimieras Paliulis & Ieva Meidutė-Kavaliauskienė, 2013. "Theoretical and Practical Aspects of Logistic Quality Management System Documentation Development Process," Contemporary Economics, University of Economics and Human Sciences in Warsaw., vol. 7(4), December.
    11. Munwar Hussain Pahi & Umair Ahmed & Abdullah Zafar Sheikh & Sarfraz Ahmed Dakhan & Faiz Muhammad Khuwaja & T. Ramayah, 2020. "Leadership and Commitment to Service Quality in Pakistani Hospitals: The Contingent Role of Role Clarity," SAGE Open, , vol. 10(4), pages 21582440209, October.
    12. Valentina Sommovigo & Ilaria Setti & Piergiorgio Argentero, 2019. "The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance," Sustainability, MDPI, vol. 11(1), pages 1-22, January.
    13. Ikechukwu O. Ezeuduji & Thandokazi Lulu Mbane, 2017. "Length of Service versus Employee Retention Factors: Hotels in Cape Town, South Africa," Acta Universitatis Danubius. OEconomica, Danubius University of Galati, issue 13(2), pages 5-16, April.
    14. Ashill, Nicholas J. & Rod, Michel, 2011. "Burnout processes in non-clinical health service encounters," Journal of Business Research, Elsevier, vol. 64(10), pages 1116-1127, October.
    15. Huseyin Arasli & Ahmet Nergiz & Mehmet Yesiltas & Tugrul Gunay, 2020. "Human Resource Management Practices and Service Provider Commitment of Green Hotel Service Providers: Mediating Role of Resilience and Work Engagement," Sustainability, MDPI, vol. 12(21), pages 1-22, November.
    16. Engin Ari & Osman M. Karatepe & Hamed Rezapouraghdam & Turgay Avci, 2020. "A Conceptual Model for Green Human Resource Management: Indicators, Differential Pathways, and Multiple Pro-Environmental Outcomes," Sustainability, MDPI, vol. 12(17), pages 1-18, August.
    17. Ch. V. V. S. N. V. Prasad, 2018. "An Empirical Study on TQM Practices and its Influence on Employee Satisfaction and Performance in Technical Institutions: Teachers' Perspectives," GATR Journals jmmr195, Global Academy of Training and Research (GATR) Enterprise.
    18. Karatepe, Osman M. & Choubtarash, Homa, 2014. "The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 182-191.
    19. Döring, Matthias, 2020. "“Explain, but make no Excuses”: Service Recovery after Public Service Failures," SocArXiv txmdy, Center for Open Science.
    20. Tri Ho Thanh & Nga Vo Thi & Sipko Juraj, 2019. "Predicting overall Staffs’ Creativity and Innovative Work Behavior in Banking," Management & Marketing, Sciendo, vol. 14(2), pages 188-202, June.
    21. Karatepe, Osman M. & Talebzadeh, Niusha, 2016. "An empirical investigation of psychological capital among flight attendants," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 193-202.
    22. Thembisile Molose, 2019. "The experience of Ubuntu to a hospitality organisation: Scale development and validation," Journal of Advances in Humanities and Social Sciences, Dr. Yi-Hsing Hsieh, vol. 5(3), pages 113-128.
    23. Hvass, Kristian A. & Torfadóttir, Embla, 2014. "Spatially dispersed employee recovery: An airline case study," Journal of Air Transport Management, Elsevier, vol. 34(C), pages 65-69.
    24. Jaroslav Belás, 2012. "Social Responsibility And Ethics In The Banking Business: Myth Or Reality? A Case Study From Slovak Republic," Economic Annals, Faculty of Economics and Business, University of Belgrade, vol. 57(195), pages 115-138, October -.
    25. Mackelprang, Alan W. & Jayaram, Jayanth & Xu, Kefeng, 2012. "The influence of types of training on service system performance in mass service and service shop operations," International Journal of Production Economics, Elsevier, vol. 138(1), pages 183-194.
    26. Aleksandra Grobelna, 2021. "Hotel Employees’ Individual Characteristics and their Service Outcomes: The Critical Role of Polychronicity," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 28-49.
    27. Ali Hasan & Shala Noreen & Muhammad Mohsin, 2018. "The Relationship among Perceived Organizational Support, Trust, Job Satisfaction and Turnover Intention: A Study of Banking Sector in Pakistan," International Journal of Human Resource Studies, Macrothink Institute, vol. 8(4), pages 227241-2272, December.
    28. Juan Carlos Sanclemente, 2010. "Formación y entrenamiento para personal de contacto en empresas de servicios," Revista Ad-Minister, Universidad EAFIT, September.

  6. Osman M. Karatepe, 2011. "Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 12(2), pages 278-300, January.

    Cited by:

    1. Gengeswari Krishnapillai & Kwok See Ying, 2017. "The Infl uence of Electronic-Word-of-Mouth on Travel Intention among Foreign Students in Malaysia: Does Gender Really Matter?," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 475-483.
    2. Yokoyama, Narimasa & Azuma, Nobukazu & Kim, Woonho, 2022. "Moderating effect of customer's retail format perception on customer satisfaction formation: An empirical study of mini-supermarkets in an urban retail market setting," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    3. Amir Ghorbani & Hossein Mousazadeh & Farahnaz Akbarzadeh Almani & Masoud Lajevardi & Mohammad Reza Hamidizadeh & Mehrdad Orouei & Kai Zhu & Lóránt Dénes Dávid, 2023. "Reconceptualizing Customer Perceived Value in Hotel Management in Turbulent Times: A Case Study of Isfahan Metropolis Five-Star Hotels during the COVID-19 Pandemic," Sustainability, MDPI, vol. 15(8), pages 1-19, April.
    4. Jelena Titko & Natalja Lace & Konstantis Kozlovskis, 2013. "Service quality in banking: developing and testing measurement instrument with Latvian sample data," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 61(2), pages 507-515.
    5. Rawan Alafeshat & Uju Violet Alola, 2018. "Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 167-176, September.
    6. Castellano, Rosalia & Chelli, Francesco M. & Ciommi, Mariateresa & Musella, Gaetano & Punzo, Gennaro & Salvati, Luca, 2020. "Trahit sua quemque voluptas. The multidimensional satisfaction of foreign tourists visiting Italy," Socio-Economic Planning Sciences, Elsevier, vol. 70(C).
    7. Miglė Černikovaitė & Žaneta Karazijienė & Lina Bivainienė & Valdas Dambrava, 2021. "Assessing Customer Preferences for Shopping Centers: Effects of Functional and Communication Factors," Sustainability, MDPI, vol. 13(6), pages 1-17, March.
    8. Rita Pina & Álvaro Dias, 2021. "The influence of brand experiences on consumer-based brand equity," Journal of Brand Management, Palgrave Macmillan, vol. 28(2), pages 99-115, March.
    9. Rod, Michel & Ashill, Nicholas J. & Gibbs, Tanya, 2016. "Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 212-221.
    10. Abd Al-Aziz Al-refaei & Hairuddin Bin Mohd Ali & Ali Ahmed Ateeq & Mohammed Alzoraiki, 2023. "An Integrated Mediating and Moderating Model to Improve Service Quality through Job Involvement, Job Satisfaction, and Organizational Commitment," Sustainability, MDPI, vol. 15(10), pages 1-22, May.
    11. Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
    12. Bestoon Othman & Amran Bin Harun, 2021. "The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 553-618, August.
    13. Bestoon Othman & Amran Bin Harun, 2021. "The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 492-546, August.
    14. Yuli Agustina & Agung Winarno & Bagus Shandy Narmaditya, 2021. "Village-Owned Enterprises and Rural Community Welfare: A Lesson from Malang of Indonesia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 547-552, August.
    15. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee & Hande Demiral, 2018. "Do Gender and Prior Experience Moderate the Factors Influencing Attitude toward Using Social Media for Festival Attendance?," Sustainability, MDPI, vol. 10(10), pages 1-19, September.

  7. Osman M. Karatepe & Mine Haktanir & Ilkay Yorganci, 2008. "The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion," The Service Industries Journal, Taylor & Francis Journals, vol. 30(9), pages 1565-1579, September.

    Cited by:

    1. Chih-Ching Yang, 2010. "Service, investment, and risk management performance in commercial banks," The Service Industries Journal, Taylor & Francis Journals, vol. 32(12), pages 2005-2025, December.
    2. Valentina Sommovigo & Ilaria Setti & Piergiorgio Argentero, 2019. "The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance," Sustainability, MDPI, vol. 11(1), pages 1-22, January.

  8. Osman M. Karatepe & Hasan Kilic, 2006. "The effects of two directions of conflict and facilitation on frontline employees’ job outcomes," The Service Industries Journal, Taylor & Francis Journals, vol. 29(7), pages 977-993, December.

    Cited by:

    1. Zhaoquan Jian & Ho Kwong Kwan & Qian Qiu & Zhi Qiang Liu & Frederick Hong-kit Yim, 2011. "Abusive supervision and frontline employees' service performance," The Service Industries Journal, Taylor & Francis Journals, vol. 32(5), pages 683-698, August.
    2. Min-Hsin Huang & Zhao-Hong Cheng, 2010. "The effects of inter-role conflicts on turnover intention among frontline service providers: does gender matter?," The Service Industries Journal, Taylor & Francis Journals, vol. 32(3), pages 367-381, October.

  9. Osman M. Karatepe, 2006. "The effects of selected antecedents on the service recovery performance of frontline employees," The Service Industries Journal, Taylor & Francis Journals, vol. 26(1), pages 39-57, January.

    Cited by:

    1. Priyanko Guchait & Xinyuan Zhao & Juan Madera & Nan Hua & Fevzi Okumus, 2018. "Can error management culture increase work engagement in hotels? The moderating role of gender," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 757-778, December.
    2. Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
    3. Isabelle Yee Shan Chan & Mei-yung Leung & Qi Liang, 2018. "The Roles of Motivation and Coping Behaviours in Managing Stress: Qualitative Interview Study of Hong Kong Expatriate Construction Professionals in Mainland China," IJERPH, MDPI, vol. 15(3), pages 1-24, March.
    4. Munawar Javed Ahmad & Norzieiriani Ahmad & Nazlina Zakaria, 2018. "An Integrated Framework on Service Recovery Performance: The Mediating Role of Organizational Commitment," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(2), pages :263-279, March.
    5. Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira, 2010. "Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies," The Service Industries Journal, Taylor & Francis Journals, vol. 32(1), pages 83-103, July.
    6. William C. McDowell & Lucy M. Matthews & Ryan L. Matthews & Joshua R. Aaron & Diane R. Edmondson & Cheryl B. Ward, 2019. "The price of success: balancing the effects of entrepreneurial commitment, work-family conflict and emotional exhaustion on job satisfaction," International Entrepreneurship and Management Journal, Springer, vol. 15(4), pages 1179-1192, December.
    7. Wen-Bao Lin, 2008. "Service recovery expectation model -- from the perspectives of consumers," The Service Industries Journal, Taylor & Francis Journals, vol. 30(6), pages 873-889, January.

  10. Karatepe, Osman M. & Yavas, Ugur & Babakus, Emin & Avci, Turgay, 2006. "Does gender moderate the effects of role stress in frontline service jobs?," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1087-1093, October.

    Cited by:

    1. Muhammad Rizwan & Arooba Waseem & Syeda Anam Bukhari, 2014. "Antecedents of Job Stress and its impact on Job Performance and Job Satisfaction," International Journal of Learning and Development, Macrothink Institute, vol. 4(2), pages 187-203, June.
    2. Razan Ibrahim Awwad & Hasan Yousef Aljuhmani & Sameer Hamdan, 2022. "Examining the Relationships Between Frontline Bank Employees’ Job Demands and Job Satisfaction: A Mediated Moderation Model," SAGE Open, , vol. 12(1), pages 21582440221, February.
    3. Kim, HaeJung & Knight, Dee K. & Crutsinger, Christy, 2009. "Generation Y employees' retail work experience: The mediating effect of job characteristics," Journal of Business Research, Elsevier, vol. 62(5), pages 548-556, May.
    4. Hazem Ali & Min Li & Xunmin Qiu, 2024. "Examination of HRM practices in relation to the retention of Chinese Gen Z employees," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    5. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    6. Shuhua Yin & Chengzhou Fu & Guangquan Dai, 2023. "Exploring the Festival Attendees’ Experiences on Social Media: A Study on the Guangzhou International Light Festival," SAGE Open, , vol. 13(1), pages 21582440221, January.
    7. Rita Pina & Álvaro Dias, 2021. "The influence of brand experiences on consumer-based brand equity," Journal of Brand Management, Palgrave Macmillan, vol. 28(2), pages 99-115, March.
    8. Selvarajan, T.T. & Slattery, Jeffrey & Stringer, Donna Y., 2015. "Relationship between gender and work related attitudes: a study of temporary agency employees," Journal of Business Research, Elsevier, vol. 68(9), pages 1919-1927.
    9. Dormann, Christian & Brod, Sarah & Engler, Sarah, 2017. "Demographic Change and Job Satisfaction in Service Industries - The Role of Age and Gender on the Effects of Customer-Related Social Stressors on Affective Well-Being," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 1(1), pages 57-70.
    10. Guangdong Wu & Zhibin Hu & Junwei Zheng, 2019. "Role Stress, Job Burnout, and Job Performance in Construction Project Managers: The Moderating Role of Career Calling," IJERPH, MDPI, vol. 16(13), pages 1-20, July.
    11. Macintosh, Gerrard & Krush, Michael, 2014. "Examining the link between salesperson networking behaviors, job satisfaction, and organizational commitment: Does gender matter?," Journal of Business Research, Elsevier, vol. 67(12), pages 2628-2635.
    12. Bande, Belén & Jaramillo, Fernando & Fernández-Ferrín, Pilar & Varela, José A., 2019. "Salesperson coping with work-family conflict: The joint effects of ingratiation and self-promotion," Journal of Business Research, Elsevier, vol. 95(C), pages 143-155.
    13. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee & Hande Demiral, 2018. "Do Gender and Prior Experience Moderate the Factors Influencing Attitude toward Using Social Media for Festival Attendance?," Sustainability, MDPI, vol. 10(10), pages 1-19, September.

  11. Nick Johns & Turgay Avcí & Osman M. Karatepe, 2004. "Measuring service quality of travel agents: evidence from Northern Cyprus," The Service Industries Journal, Taylor & Francis Journals, vol. 24(3), pages 82-100, May.

    Cited by:

    1. Okan Veli Safakli, 2007. "Testing Servqual Dimensions on the Commercial Bank Sector of Northern Cyprus," Financial Theory and Practice, Institute of Public Finance, vol. 31(2), pages 185-201.
    2. Orthodox Tefera & Stephen Migiro, 2019. "The Relationship amongst Customer Satisfaction, Loyalty, Demographic and Tripographic1 Attributes: A Case of Star Rated Hotel Guests in Ethiopia," Journal of Economics and Behavioral Studies, AMH International, vol. 10(6), pages 16-29.
    3. Ovidiu I. Moisescu & Oana A. Gica, 2014. "The Impact of Service Quality on Customer Behavioral Loyalty in the Case of Travel Agencies from Romania," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(Special 8), pages 1191-1191, August.
    4. Zhang, Jingyun & Beatty, Sharon E. & Walsh, Gianfranco, 2008. "Review and future directions of cross-cultural consumer services research," Journal of Business Research, Elsevier, vol. 61(3), pages 211-224, March.
    5. Yu-Cheng Lee & Jih-Kuang Chen, 2009. "A new service development integrated model," The Service Industries Journal, Taylor & Francis Journals, vol. 29(12), pages 1669-1686, December.
    6. Brzezińska-Wójcik Teresa & Widz Monika, 2017. "Evaluation of the Quality of Tourist Packages in Tunisia by Polish Tourists: A Case Study Using the SERVPERF Method," Turyzm / Tourism, Sciendo, vol. 27(2), pages 11-21, December.
    7. Dunja Meštrović & Nina J. Zugic, 2018. "Students’ Perceptions of Service Quality, Satisfaction, and Word-Of-Mouth: Scale Adaptation and Validation on a Sample of ICT and STEM Students," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 195-211.
    8. María-Victoria Sánchez-Rebull & Veronika Rudchenko & Juan-Carlos Martín, 2018. "The antecedents and consequences of customer satisfaction in tourism: a systematic literature review," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 24(1), pages 151-183, May.
    9. Meštrović, Dunja, 2016. "The Impact of Service Quality on Students' Satisfaction and the Word-of-Mouth: The Case of the University of Rijeka Departments," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2016), Rovinj, Croatia, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Rovinj, Croatia, 8-9 September 2016, pages 440-445, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.

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