Effects of contact employee supports on critical employee responses and customer service evaluation

By Mahnhee Yoon, Jai-Hyun Seo, Taewon Yoon. 2004

142 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/49f417d4dc2d75affd70b48f50f089d81640d11b

How researchers see this paper

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

In Organizational Behavior and Human Resource Management

1. V. Tortosa
2. Chad Perry
3. Osman M. Karatepe
4. M. Moliner
5. Javier Sánchez
6. S. I. W. Humborstad
7. A. Grobelna
8. Olusegun A. Olugbade

In Sociology and Political Science

1. V. Tortosa
2. Chad Perry
3. Osman M. Karatepe
4. M. Moliner
5. Javier Sánchez
6. S. I. W. Humborstad
7. A. Grobelna
8. Girish Prayag

Citations in the corpus

• Internal market orientation and its influence on organisational performance (2009, background): “Internal market orientation can also indirectly influence the quality of service perceived by the customer, through the greater satisfaction of the contact personnel, which acts as an intermediate variable (Yoon et al., 2004).”
• The Effects of Coworker and Perceived Organizational Support on Hotel Employee Outcomes (2012, background): “Unless the management of the hospitality firm is committed to delivery of service quality and is supportive to employees, employees in frontline service jobs are dissatisfied with the job (Susskind, Borchgrevink, Kacmar, & Brymer, 2000) and cannot perform in the service encounter according to the ex”
• Employee empowerment, job satisfaction and organizational commitment (2011, background): “Indeed, actual employee service performance is likely to reflect the amount of employee effort expended in service encounter situations ( Yoon et al. , 2004”