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An empirical study of employee loyalty, service quality and firm performance in the service industry

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  1. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2017. "The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)," Vision, , vol. 21(1), pages 76-85, March.
  2. David Anderson & Margrét Vilborg Bjarnadóttir & David Gaddis Ross, 2023. "Bridging the gap: Applying analytics to address gender pay inequity," Production and Operations Management, Production and Operations Management Society, vol. 32(6), pages 1846-1864, June.
  3. Yee, Rachel W.Y. & Yeung, Andy C.L. & Cheng, T.C.E., 2011. "The service-profit chain: An empirical analysis in high-contact service industries," International Journal of Production Economics, Elsevier, vol. 130(2), pages 236-245, April.
  4. Masakure, Oliver, 2016. "The effect of employee loyalty on wages," Journal of Economic Psychology, Elsevier, vol. 56(C), pages 274-298.
  5. Mikko Pynnönen & Jukka Hallikas & Paavo Ritala & Karri Mikkonen, 2014. "Analyzing systemic customer value in scalable business services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1154-1166, October.
  6. Punnee Pimapunsri, 2015. "Relationship between Employee Engagement and Employee Satisfaction on supervision in Manufacturing Industry, Thailand," Proceedings of Business and Management Conferences 2304084, International Institute of Social and Economic Sciences.
  7. YU, Jie & Subramanian, Nachiappan & Ning, Kun & Edwards, David, 2015. "Product delivery service provider selection and customer satisfaction in the era of internet of things: A Chinese e-retailers’ perspective," International Journal of Production Economics, Elsevier, vol. 159(C), pages 104-116.
  8. Ewa Mazur-Wierzbicka, 2021. "Determinants of Employee Loyalty from the Perspective of Employees of Socially Responsible Organizations," European Research Studies Journal, European Research Studies Journal, vol. 0(4B), pages 713-722.
  9. Schoenherr, Tobias, 2012. "The role of environmental management in sustainable business development: A multi-country investigation," International Journal of Production Economics, Elsevier, vol. 140(1), pages 116-128.
  10. Taiwen Feng & Dan Wang, 2016. "The Influence of Environmental Management Systems on Financial Performance: A Moderated-Mediation Analysis," Journal of Business Ethics, Springer, vol. 135(2), pages 265-278, May.
  11. Majid ESMAEILPOUR & Mohammad RANJBAR, 2017. "Investigating The Impact Of Commitment,Satisfaction, And Loyalty Of Employees On Providing Highquality Service To Customer," Romanian Economic Business Review, Romanian-American University, vol. 12(1), pages 82-98, March.
  12. Barusman, Andala Rama Putra & Rulian, Evelin Putri & Susanto, Susanto, 2020. "The Antecedent Of Customer Satisfaction," OSF Preprints af8pb, Center for Open Science.
  13. Tseng, Shu-Mei, 2012. "Correlations between external knowledge and the knowledge chain as impacting service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 429-437.
  14. Sulaiman Mohammed Khalid & Khairul Anuar Mohd Ali & Zafir Khan Mohamed Makhbul & Mohd Helmi Ali & Siti Daleela Mohd Wahid, 2021. "Exploring the Effects of a Modified Higher Education Performance Service Quality Model on Organisational Sustainability: The Case of Malaysian Polytechnics," Sustainability, MDPI, vol. 13(14), pages 1-20, July.
  15. Naif Mutlaq Al Otaibi & Kausar Yasmeen, 2014. "Psychographic Factors Influence Saudi Consumer¡¯s Service Quality in Hypermarket," International Journal of Learning and Development, Macrothink Institute, vol. 4(4), pages 97-113, December.
  16. Malek Al-edenat & Nayel Alhawamdeh, 2018. "The Mediating Effect of Employee’s Loyalty in the Relationship Between Empowerment and Employees’ Performance: A Case from Jordanian SMEs," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 8(4), pages 90-100, October.
  17. Hammad Riaz & Abubakr Saeed, 2020. "Impact of environmental policy on firm's market performance: The case of ISO 14001," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(2), pages 681-693, March.
  18. Yee, Rachel W.Y. & Guo, Yujuan & Yeung, Andy C.L., 2015. "Being close or being happy? The relative impact of work relationship and job satisfaction on service quality," International Journal of Production Economics, Elsevier, vol. 169(C), pages 391-400.
  19. Osama Khassawneh & Hamzah Elrehail, 2022. "The Effect of Participative Leadership Style on Employees’ Performance: The Contingent Role of Institutional Theory," Administrative Sciences, MDPI, vol. 12(4), pages 1-13, December.
  20. Llorenç Bagur & Jordi Perramon & Oriol Amat, 2013. "Impact of quality and environmental investment on business competitiveness and profitability: The case of travel agencies," Economics Working Papers 1376, Department of Economics and Business, Universitat Pompeu Fabra.
  21. Milad Kalantari Shahijan & Sajad Rezaei & Vinitha Padmanabhan Guptan, 2018. "Marketing public and private higher education institutions: A total experiential model of international student’s satisfaction, performance and continues intention," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(2), pages 205-234, June.
  22. Seo, Kwanglim & Moon, Joonho & Lee, Seoki, 2015. "Synergy of corporate social responsibility and service quality for airlines: The moderating role of carrier type," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 126-134.
  23. Llorenç Bagur-Femenías & Jordi Perramon & Marc Oliveras-Villanueva, 2019. "Effects of Service Quality Policies in the Tourism Sector Performance: An Empirical Analysis of Spanish Hotels and Restaurants," Sustainability, MDPI, vol. 11(3), pages 1-13, February.
  24. Nidal Fawwaz Al Qudah & Yang Yang & Muhammad Adeel Anjum, 2018. "Transformational Training Programs and Quality Orientation of Employees: Does Employees’ Loyalty Matter?," Sustainability, MDPI, vol. 10(2), pages 1-13, February.
  25. Steven, Adams B. & Dong, Yan & Dresner, Martin, 2012. "Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 48(4), pages 743-754.
  26. Daniel K. Maduku & Emad A. Abu-Shanab, 2022. "Drivers of Social Media Networking Site Continuance Intention in Jordan and South Africa: Do National Cultural Differences Matter?," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 14(1), pages 1-29, January.
  27. Jun Ye & Beibei Dong & Ju-Yeon Lee, 2017. "The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context," Marketing Letters, Springer, vol. 28(4), pages 551-564, December.
  28. Chou, Jui-Sheng & Yeh, Chun-Pin, 2013. "Influential constructs, mediating effects, and moderating effects on operations performance of high speed rail from passenger perspective," Transport Policy, Elsevier, vol. 30(C), pages 207-219.
  29. 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 -.
  30. Elisabeth Albertini & Fabienne Berger-Remy, 2019. "Intellectual Capital and Financial Performance: A Meta-Analysis and Research Agenda," Post-Print hal-02139763, HAL.
  31. Iman Adeinat, 2019. "Mediating Effects between Perspectives in Strategy Maps," Administrative Sciences, MDPI, vol. 9(1), pages 1-12, February.
  32. Prentice, Catherine & Wang, Xuequn & Loureiro, Sandra Maria Correia, 2019. "The influence of brand experience and service quality on customer engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 50-59.
  33. Hammad Riaz & Abubakr Saeed & Muhammad Saad Baloch & Nasrullah & Zeeshan Ahmad Khan, 2019. "Valuation of Environmental Management Standard ISO 14001: Evidence from an Emerging Market," JRFM, MDPI, vol. 12(1), pages 1-14, January.
  34. ESMAEILPOUR Majid & RANJBAR Mohammad, 2018. "Investigating The Impact Of Commitment, Satisfaction, And Loyalty Of Employees On Providing High-Quality Service To Customer," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 13(1), pages 41-57, December.
  35. Mahmood A. Husain Mahmood & Eric E. Mang'unyi, 2018. "The Meanings of “Good Service Quality”: Insights from a Private University Brand in the Kingdom of Bahrain," International Review of Management and Marketing, Econjournals, vol. 8(2), pages 96-101.
  36. Makridou, Georgia & Doumpos, Michalis & Galariotis, Emilios, 2019. "The financial performance of firms participating in the EU emissions trading scheme," Energy Policy, Elsevier, vol. 129(C), pages 250-259.
  37. 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.
  38. Hallikas, Jukka & Immonen, Mika & Pynnönen, Mikko & Mikkonen, Karri, 2014. "Service purchasing and value creation: Towards systemic purchases," International Journal of Production Economics, Elsevier, vol. 147(PA), pages 53-61.
  39. Lee, Peter K.C. & To, W.M. & Yu, Billy T.W., 2013. "Team attributes and performance of operational service teams: An empirical taxonomy development," International Journal of Production Economics, Elsevier, vol. 142(1), pages 51-60.
  40. Wei Hsu & Yen-Chi Chao & Chih-Hao Yang, 2023. "Factors influencing home care workers’ loyalty in long-term nursing services," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-13, December.
  41. Eerdun Taoketao & Taiwen Feng & Yongtao Song & Yu Nie, 2018. "Does sustainability marketing strategy achieve payback profits? A signaling theory perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(6), pages 1039-1049, November.
  42. María Alonso-Almeida & Llorenç Bagur-Femenías & Josep Llach, 2015. "The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 57-75, March.
  43. 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.
  44. 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.
  45. Ra’ed Masa’deh & Ala'aldin Alrowwad & Forat Alkhalafat & Bader Obeidat & Shadi Abualoush, 2018. "The Role of Corporate Social Responsibility in Enhancing Firm Performance from the Perspective of IT Employees in Jordanian Banking Sector: The Mediating Effect of Transformational Leadership," Modern Applied Science, Canadian Center of Science and Education, vol. 12(7), pages 1-1, July.
  46. Jaeyoon Kwon & Taerin Chung, 2018. "Importance-Performance Analysis (IPA) of Service Quality for Virtual Reality Golf Center," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(3), pages 1-30, August.
  47. Lijing Tong & Ningyue Liu & Min Zhang & Liming Wang, 2018. "Employee Protection and Corporate Innovation: Empirical Evidence from China," Journal of Business Ethics, Springer, vol. 153(2), pages 569-589, December.
  48. 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.
  49. Gjoko Stamenkov & Zamir Dika, 2016. "Bank employees’ internal and external perspectives on e-service quality, satisfaction and loyalty," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 291-309, August.
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