Critical Service Encounters: The Employee's Viewpoint

·1994·DOI

Health Sciences and Innovation

Cultural and Social Dynamics

Cultural Dynamics and Consumer Behavior

Communication and Organizational Relationships

Role in the Field

Neutralin Health Sciences and Innovation

Neutralin Cultural and Social Dynamics

Neutralin Cultural Dynamics and Consumer Behavior

Neutralin Communication and Organizational Relationships

Abstract

Citations

901

Year

1994

PageRank

3.5 / 10

Relative influence (log-scaled)

Related Papers

11 of 11 papers

Employee Attributions Of The “Why” Of Hr Practices: Their Effects On Employee Attitudes And Behaviors, And Customer Satisfaction

·2008·927 citations

The Good, The Bad, And The Unknown About Telecommuting: Meta-analysis Of Psychological Mediators And Individual Consequences.

·2007·1,502 citations

Conceptualizing Employee Silence And Employee Voice As Multidimensional Constructs*

·2003·1,151 citations

Sharing Meaning Across Occupational Communities: The Transformation Of Understanding On A Production Floor

·2003·1,145 citations

An Exploratory Study Of Employee Silence: Issues That Employees Don’t Communicate Upward And Why*

·2003·1,011 citations

How Should Companies Interact In Business Networks?

·2002·930 citations

The Measurement Of Word-of-Mouth Communication And An Investigation Of Service Quality And Customer Commitment As Potential Antecedents

·2001·980 citations

The Persuasion Knowledge Model: How People Cope With Persuasion Attempts

·1994·2,408 citations

Characteristics Of Partnership Success: Partnership Attributes, Communication Behavior, And Conflict Resolution Techniques

·1994·2,177 citations

Dyadic Business Relationships Within A Business Network Context

·1994·1,069 citations

Reducing Social Context Cues: Electronic Mail In Organizational Communication

·1986·1,430 citations