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The role of employee effort in satisfaction with service transactions

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  1. Ramakrishna Salagrama & Sanjeev Prashar & T. Sai Vijay, 2021. "Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 757-779, December.
  2. Dana Yagil & Hana Medler-Liraz, 2019. "The effect of customer social status and dissatisfaction on service performance," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 153-169, March.
  3. McQuilken, Lisa, 2010. "The influence of failure severity and employee effort on service recovery in a service guarantee context," Australasian marketing journal, Elsevier, vol. 18(4), pages 214-221.
  4. Baumgarth, Carsten & Binckebanck, Lars, 2010. "Sales force impact on B-to-B brand equity: Conceptual framework and empirical test," Arbeitspapiere der Nordakademie 2010-07, Nordakademie - Hochschule der Wirtschaft.
  5. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 466-482.
  6. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
  7. Filipe, Sandra & Marques, Susana Henriques & Salgueiro, Maria de Fátima, 2017. "Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 78-88.
  8. Siqueira, Jose Ribamar & ter Horst, Enrique & Molina, German & Losada, Mauricio & Mateus, Marelby Amado, 2020. "A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  9. Cambra-Fierro, Jesús & Berbel-Pineda, Juan M. & Ruiz-Benítez, Rocío & Vázquez-Carrasco, Rosario, 2013. "Analysis of the moderating role of the gender variable in service recovery processes," Journal of Retailing and Consumer Services, Elsevier, vol. 20(4), pages 408-418.
  10. Hepworth, Adam & Young Lee, Na & Zablah, Alex R., 2021. "Feeling anxious: The dark side of checkout charity solicitations," Journal of Business Research, Elsevier, vol. 136(C), pages 330-342.
  11. de Chernatony, Leslie & Dall'Olmo Riley, Francesca, 1999. "Experts' Views About Defining Services Brands and the Principles of Services Branding," Journal of Business Research, Elsevier, vol. 46(2), pages 181-192, October.
  12. Rana Essam Shazly & Abeer A. Mahrous, 2020. "Capture the hearts to win the minds: cause-related marketing in Egypt," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 17(3), pages 255-276, September.
  13. Hartman, Cathy L. & Price, Linda L., 1995. "Special issue on interpersonal buyer behavior in marketing," Journal of Business Research, Elsevier, vol. 32(3), pages 185-188, March.
  14. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 461-477.
  15. Saurabh Mishra & Sachin Modi, 2013. "Positive and Negative Corporate Social Responsibility, Financial Leverage, and Idiosyncratic Risk," Journal of Business Ethics, Springer, vol. 117(2), pages 431-448, October.
  16. Collier, Joel E. & Barnes, Donald C. & Abney, Alexandra K. & Pelletier, Mark J., 2018. "Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter," Journal of Business Research, Elsevier, vol. 84(C), pages 150-161.
  17. Barari, Mojtaba & Ross, Mitchell & Surachartkumtonkun, Jiraporn, 2020. "Negative and positive customer shopping experience in an online context," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  18. Jayasimha, K.R. & Srivastava, Himanshu S., 2017. "Consumer advocacy: Examining the feeling and doing following a failed service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 201-208.
  19. Japutra, Arnold & Septianto, Felix & Can, Ali Selcuk, 2022. "Feeling grateful versus happy? The effects of emotional appeals in advertisements on self-made products," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
  20. Ryan W. Buell & Tami Kim & Chia-Jung Tsay, 2017. "Creating Reciprocal Value Through Operational Transparency," Management Science, INFORMS, vol. 63(6), pages 1673-1695, June.
  21. Gartner, Johannes & Fink, Matthias & Floh, Arne & Eggers, Fabian, 2021. "Service quality in social media communication of NPOs: The moderating effect of channel choice," Journal of Business Research, Elsevier, vol. 137(C), pages 579-587.
  22. Ndubisi, Nelson Oly & Nataraajan, Rajan & Lai, Rebecca, 2014. "Customer perception and response to ethical norms in legal services marketing," Journal of Business Research, Elsevier, vol. 67(3), pages 369-377.
  23. Claire Capo & Odile Chanut, 2012. "Convenience ensued from proximity: a new analysis framework for Japanese distribution system [Quand la proximité crée la convenience : une grille de lecture du système de distribution japonais]," Post-Print hal-01597651, HAL.
  24. Ryan W. Buell & Michael I. Norton, 2011. "The Labor Illusion: How Operational Transparency Increases Perceived Value," Management Science, INFORMS, vol. 57(9), pages 1564-1579, February.
  25. Zhao, Y. Lisa & Di Benedetto, C. Anthony, 2013. "Designing service quality to survive: Empirical evidence from Chinese new ventures," Journal of Business Research, Elsevier, vol. 66(8), pages 1098-1107.
  26. Bacile, Todd J. & Wolter, Jeremy S. & Allen, Alexis M. & Xu, Pei, 2018. "The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery," Journal of Interactive Marketing, Elsevier, vol. 44(C), pages 60-81.
  27. Koerner, Melissa M., 2000. "The Conceptual Domain of Service Quality for Inpatient Nursing Services," Journal of Business Research, Elsevier, vol. 48(3), pages 267-283, June.
  28. Ryan W. Buell & Tami Kim & Chia-Jung Tsay, 2014. "Creating Reciprocal Value Through Operational Transparency," Harvard Business School Working Papers 14-115, Harvard Business School, revised Sep 2015.
  29. Philp, Matthew & Mantonakis, Antonia, 2020. "Guiding the consumer evaluation process and the probability of order-effects-in-choice," Journal of Business Research, Elsevier, vol. 112(C), pages 13-22.
  30. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, vol. 51(1), pages 53-60, January.
  31. Rana Essam Shazly & Abeer A. Mahrous, 0. "Capture the hearts to win the minds: cause-related marketing in Egypt," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 0, pages 1-22.
  32. 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.
  33. Akrout Houcine & Kaswengi Joseph, 2019. "Choosing Organic and Healthy Food in Times of Economic Uncertainty: Evidence from Panel Data Analysis in France," Journal of Agricultural & Food Industrial Organization, De Gruyter, vol. 17(1), pages 1-13, May.
  34. Singh, Usha & Ghadiri, Argang & Weimar, Daniel & Prinz, Joachim, 2020. "“Let’s have a break”: An experimental comparison of work-break interventions and their impact on performance," Journal of Business Research, Elsevier, vol. 112(C), pages 128-135.
  35. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
  36. Chenyu Zhang & Junkyu Park & Mark A. Bonn & Meehee Cho, 2021. "Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on Guanxi," Sustainability, MDPI, vol. 13(6), pages 1-19, March.
  37. Bastos, Wilson, 2020. "“Speaking of Purchases”: How Conversational Potential Determines Consumers' Willingness to Exert Effort for Experiential Versus Material Purchases," Journal of Interactive Marketing, Elsevier, vol. 50(C), pages 1-16.
  38. Söderlund, Magnus, 2018. "The proactive employee on the floor of the store and the impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 46-53.
  39. Ryan W. Buell & Ethan Porter & Michael I. Norton, 2013. "Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government," Harvard Business School Working Papers 14-034, Harvard Business School, revised Aug 2018.
  40. Hanif Hanif, 2018. "New Productivity Concept Based on Local Wisdom: Lessons from Indonesia," GATR Journals jmmr186, Global Academy of Training and Research (GATR) Enterprise.
  41. Reis, João & Amorim, Marlene & Melão, Nuno, 2019. "Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry," International Journal of Production Economics, Elsevier, vol. 215(C), pages 24-33.
  42. Amelia Maria & Garg Anshul, 2016. "The first impression in a fine-dining restaurant. A study of C Restaurant in Tampere, Finland," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 7(2), pages 100-111, July.
  43. Kimberly D. Elsbach & Robert I. Sutton & Kristine E. Principe, 1998. "Averting Expected Challenges Through Anticipatory Impression Management: A Study of Hospital Billing," Organization Science, INFORMS, vol. 9(1), pages 68-86, February.
  44. Matthews, Lynn & Eilert, Meike & Carlson, Les & Gentry, Jim, 2020. "When and how frontline service employee authenticity influences purchase intentions," Journal of Business Research, Elsevier, vol. 114(C), pages 111-123.
  45. Langan, Ryan & Kumar, Anand, 2019. "Time versus money: The role of perceived effort in consumers' evaluation of corporate giving," Journal of Business Research, Elsevier, vol. 99(C), pages 295-305.
  46. Esbjerg, Lars & Jensen, Birger Boutrup & Bech-Larsen, Tino & de Barcellos, Marcia Dutra & Boztug, Yasemin & Grunert, Klaus G., 2012. "An integrative conceptual framework for analyzing customer satisfaction with shopping trip experiences in grocery retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 445-456.
  47. Taher, Ahmed & Leigh, Thomas W. & French, Warren A., 1996. "Augmented retail services: The lifetime value of affection," Journal of Business Research, Elsevier, vol. 35(3), pages 217-228, March.
  48. Beibei Dong & K. Sivakumar, 2017. "Customer participation in services: domain, scope, and boundaries," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 944-965, November.
  49. Syed Muhammad Fazal-e-Hasan & Gary Mortimer & Ian Lings & Harjit Sekhon & Kerry Howell, 2021. "Managing Relationships: Insights from a Student Gratitude Model," Research in Higher Education, Springer;Association for Institutional Research, vol. 62(1), pages 98-119, February.
  50. Mai Thi My-Quyen & Le Nguyen Hau & Pham Ngoc Thuy, 2020. "Mindful co-creation of transformative service for better well-being," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 413-437, September.
  51. Dao, Hung M. & Theotokis, Aristeidis, 2021. "Self-Service Technology Recovery: The Effect of Recovery Initiation and Locus of Responsibility," Journal of Interactive Marketing, Elsevier, vol. 54(C), pages 25-39.
  52. Wang, Yong Jian & Hernandez, Monica D. & Minor, Michael S., 2010. "Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: The moderating role of purchase task," Journal of Business Research, Elsevier, vol. 63(9-10), pages 935-942, September.
  53. McColl-Kennedy, Janet R. & Sparks, Beverley A. & Nguyen, Doan T., 2011. "Customer's angry voice: Targeting employees or the organization?," Journal of Business Research, Elsevier, vol. 64(7), pages 707-713, July.
  54. Huifeng Pan & Hong-Youl Ha, 2021. "Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(17), pages 1-16, August.
  55. Namin Kim & EuiSik Cho & Youngchan Kim & Moonkyu Lee, 2009. "Developing an effective strategic mix of corporate philanthropy," The Service Industries Journal, Taylor & Francis Journals, vol. 31(7), pages 1049-1062, May.
  56. Kaltcheva, Velitchka D. & Parasuraman, A., 2009. "Personality-Relatedness and Reciprocity framework for analyzing retailer-consumer interactions," Journal of Business Research, Elsevier, vol. 62(6), pages 601-608, June.
  57. Andrzejewski, Susan A. & Mooney, Emily C., 2016. "Service with a smile: Does the type of smile matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 29(C), pages 135-141.
  58. Harich, Katrin R. & LaBahn, Douglas W., 1998. "Enhancing International Business Relationships: A Focus on Customer Perceptions of Salesperson Role Performance Including Cultural Sensitivity," Journal of Business Research, Elsevier, vol. 42(1), pages 87-101, May.
  59. Jorge Mejia & Chris Parker, 2021. "When Transparency Fails: Bias and Financial Incentives in Ridesharing Platforms," Management Science, INFORMS, vol. 67(1), pages 166-184, January.
  60. Söderlund, Magnus, 2020. "Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
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