Do Frontline Mechanisms Matter? Impact of Quality and Productivity Orientations on Unit Revenue, Efficiency, and Customer Satisfaction

By Detelina Marinova, Jun Ye, Jagdip Singh. 2008

126 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/0ad55f18cd99b34501fe9f2e515726b626f6c20e

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Grant Packard
2. Sarah G. Moore
3. Brent McFerran
4. Jonah A. Berger

In Organizational Behavior and Human Resource Management

1. Sarah G. Moore
2. Grant Packard
3. Brent McFerran

Citations in the corpus

• (I'm) Happy to Help (You): The Impact of Personal Pronoun Use in Customer–Firm Interactions (2018, background): ““I” pronoun use has been linked to a speaker’s sense of responsibility and autonomy in action (Ahearn 2001; Chung and Pennebaker 2007; Kashima and Kashima 1998; Marinova, Ye, and Singh 2008).”