In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?
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DOI: 10.1016/j.jretconser.2022.103037
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Cited by:
- Asante, Daniel & Tang, Chunyong & Asante, Eric Adom & Kwamega, Michael & Opoku-Danso, Alexander, 2023. "Leveraging perceived HPWS to improve service encounter quality in high-contact service industries," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Zhao, Jingyou & Hu, Enhua & Han, Mingyan & Jiang, Keshen & Shan, Hongmei, 2023. "That honey, my arsenic: The influence of advanced technologies on service employees’ organizational deviance," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
- Abrokwah, Eugene & Rachayeeta, Priti & Affum-Osei, Emmanuel & Yeboah, Gifty & Agyare, Collins & Boadi, Evans Asante, 2023. "Engaging in unpaid jobs out of free will: an attribution theory perspective on the effects of supervisor support attributions on volunteers' service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
- Yang, Qiang & Wang, Zhong-Sen & Feng, Kun & Tang, Qiu-Yu, 2024. "Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
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Keywords
Service-oriented HPWS; Psychological contract fulfillment; Innovative work behavior; Prosocial service behavior; Service encounter quality;All these keywords.
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