The employee-organization relationship, organizational citizenship behaviors, and superior service quality

By Simon Bell, B. Menguc. 2002

548 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/12c0be3475ec3816ad552190181f36503fa0fa00

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges (2004, background): “For example, organisational features and service quality (Bell and Menguc, 2002; Parasuraman et al., 1992; Schneider et al., 1980, 1997, 1998), and employee attitudes to service quality (Hartline and Ferrell, 1996; King and Garey, 1997; Schneider and Bowen, 1985).”
Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents (2005, background): “…employees (cf.Podsakoff, MacKenzie, Paine, & Bachrach 2000), most research on boundary-spanning service employees has only investigated prosocial behaviors such as traditional organizational citizenship behaviors (OCBs) that are equally applicable across jobs and contexts (cf.Bell & Menguc 2002).”
Perceived Organizational Support: A Literature Review (2019, background): “A study by Bell and Menguc (2002) on sales personnel showed that the value of customer evaluations for the quality of service of employees with good organizational support was relatively high. In these studies, researchers mostly used organizational commitment, organizational identity, job satisfact”
When supervisors feel supported: relationships with subordinates' perceived supervisor support, perceived organizational support, and performance. (2006, background): “By helping other employees carry out their jobs more effectively, such efforts would aid the organization, as well as other employees, leading to greater productivity (Bell & Menguc, 2002; Lynch, Eisenberger, & Armeli, 1999; Rhoades & Eisenberger, 2002).”
Human Resource Management as a Determining Factor in Organizational Learning (2006, methodology): “So we opted instead to use a methodology that is frequently used in the literature (Bell and Menguc, 2002; Table 2 Continued Measures Factor loadings (t-student) Human resource practices First order measurement model V31←Hiring V32←Hiring V33←Hiring V34←Hiring 0.58 (6.944) 0.72 (8.256) 0.46 (5.900)…”
The effects of luxury restaurant environments on diners’ emotions and loyalty: Incorporating diner expectations into an extended Mehrabian-Russell model (2015, methodology): “*Please insert Table 6 here Moderating effect To test the hypothesized moderating effects of customers’ expectations, an invariance analysis of different groups was applied (Jurowski and Gursoy, 2004) using the procedure recommended by Han et al. (2010) and Bell and Menguc (2002).”
The impact of internal marketing on commercial banks' market orientation (2011, background): “Civic virtue reflects behaviors, in which an employee responsibly engages, that show concern for the organization and employee initiative in recommending how the organization can improve its operations (Bell and Mengue, 2002; Yoon and Suh, 2003).”
How to fuel employees’ prosocial behavior in the hotel service encounter (2020, background): “Job autonomy is required for employees to perform behaviors that reflect their attitudes and beliefs (Bell and Menguc, 2002).”
Transformational vs transactional leadership: which is better? (2013, background): “OCBs, is an issue that has drawn more and more attention in the field of hospitality industry (Bell and Menguc, 2002; Hui et al., 2001; Liang, 2012; Lin et al., 2008).”
Goal orientation and organizational commitment: Individual difference predictors of job performance (2010, background): “Future studies should incorporate organizational citizenship behaviors such as helping behavior and civic virtue as research has shown that organizational citizenship behaviors may serve as a critical link between aspects of the employee-organization relationship and customers’ perceptions of servic”
The influence of service climate and job involvement on customer‐oriented organizational citizenship behavior in Greek service organizations: a survey (2007, background): “First, previous studies suggested a direct relationship between employees' perceptions of work climate and organizational citizenship behaviors ( Bell and Menguc, 2002”