Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes

By Richard G. Netemeyer, James G. Maxham. 2007

171 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/3684871c6012f1ddfab56ef509d268c6ed4ee77e

How researchers see this paper

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

In Management Information Systems

1. Husam Rjoub
2. A. Alnaimi
3. Marcel J. H. van Birgelen
4. C. Delcourt
5. L. Berry
6. Allard C. R. van Riel
7. Dwayne D. Gremler

In Organizational Behavior and Human Resource Management

1. Marcel J. H. van Birgelen
2. Allard C. R. van Riel
3. C. Delcourt
4. Ruth N. Bolton
5. Husam Rjoub
6. A. Alnaimi
7. A. Parasuraman
8. L. Berry

Citations in the corpus

• Perceived organizational support, psychological entitlement, and extra-role behavior: The mediating role of knowledge hiding behavior (2019, methodology): “Extra-role behavior was measured with survey items adopted from Netemeyer and Maxham (2007).”
• Opportunities for Innovation in the Delivery of Interactive Retail Services (2010, background): “Following the literature on employee behavior (Netemeyer and Maxham 2007), they distinguish between in-role behaviors (i.e., co-production), in which customers' behavior is determined by firm guidelines, and extra-role behaviors (i.e., cocreation ), in which customers use their discretion.”
• Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, result): “This tendency is in line with previous studies indicating inconsistencies between customer and employee perceptions of what constitutes good service (Swartz and Brown, 1989) due to, among other reasons, employees overrating their performance (Netemeyer and Maxham, 2007).”