Customer Service Employees’ Behavioral Intentions and Attitudes: An Examination of Construct Validity and a Path Model

By Alex M. Susskind, Carl P. Borchgrevink, K. Kacmar, R. Brymer. 2000

179 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/78ccdf479c196ffdfaac1402e879213f5261c1dd

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Citations in the corpus

Do job resources moderate the effect of emotional dissonance on burnout (2011, methodology): “The original/short version of the perceived organizational support scale was used in empirical studies in the hospitality management and marketing literatures (Kim et al., 2009; Susskind et al., 2000; Walters and Raybould, 2007).”
Understanding hospital employee job stress and turnover intentions in a practical setting: The moderating role of locus of control (2005, background): “Numerous research results show that job satisfaction is found to be significantly and negatively related to turnover intentions on a consistent basis ( Susskind et al. , 2000”
Whistle While You Work (2012, background): “15 (Susskind et al., 2000) to .”
Internal Relationship Marketing: Korean Casino Employees’ Job Satisfaction and Organizational Commitment (2011, background): “The key benefits of loyal employees for employers are higher job performance (Michlitsch 2000), reduced maintenance costs (Susskind et al. 2000), enhanced company goodwill (Stedham and Mitchell 1996), and customer satisfaction and loyalty (Bowen 1996).”
The relationship of Turnover intention with job satisfaction, job performance, Leader member exchange, Emotional intelligence and organizational commitment (2014, background): “org/ijld 247 When commitment is valued by organization and employees receive positive response and encouragement then it works as motivation and to remain in the organization and to work for organization (Meyer and Allen ,1991) Previous studies show a great effect on turnover intention due to organi”
Effects of High-Performance Work Systems (HPWS) on Hospitality Employees’ Outcomes through Their Organizational Commitment, Motivation, and Job Satisfaction (2021, background): “Overall, extant literature suggests that organizational efforts to support employees [41] and build long-term relationships satisfying their various needs [47] are determinants of QoL.”
The Effect of Management Commitment To Service On Employee Service Behaviors: the Mediating Role of Job Satisfaction (2009, background): “Susskind et al. (2000) emphasized the importance of organizational support particularly in service organizations.”
Achieving task and extra-task-related behaviors: A case of gender and position differences in the perceived role of rewards in the hotel industry (2008, background): “Similarly, service delivery is said to involve the interaction between three constituents—employees, managers and customers (Susskind et al., 2000).”
The Effects of Perceived Organisational Support on Employees' Affective Outcomes: Evidence from the Hotel Industry (2010, background): “Previous studies have revealed that job satisfaction is a significant predictor of organisational commitment (Gaertner, 1999; Susskind et al., 2000; Feinstein and Vondrasek, 2001; Testa, 2001; Yoon and Thye, 2002; Chen, 2007).”