Missing link in the service profit chain: a meta-analytic review of the antecedents, consequences, and moderators of service climate.
Abstract Service climate captures employees' consensual perceptions of organizations'
emphasis on service quality. Although many studies have examined the foundation issues …
emphasis on service quality. Although many studies have examined the foundation issues …
The service-profit chain: reflections, revisions, and reimaginations
Over the past 25 years, the service–profit chain (SPC) has become a prominent guidepost
for service managers and researchers. In this article, we reflect on and synthesize published …
for service managers and researchers. In this article, we reflect on and synthesize published …
Management commitment to service quality and service recovery performance: A study of frontline employees in public and private hospitals
Purpose–The purpose of this paper is to investigate a model of management commitment to
service quality (MCSQ) and service recovery performance in the context of public and …
service quality (MCSQ) and service recovery performance in the context of public and …
Individual difference and job performance: The relationships among personal factors, job characteristics, flow experience, and service quality
TH Kuo, LA Ho - Social Behavior and Personality: an …, 2010 - ingentaconnect.com
The aim in this study was to investigate the effect of 3 personal factors of gender, length of
employment, and meditation experience on employee perceptions of job characteristics …
employment, and meditation experience on employee perceptions of job characteristics …
Measuring supply chain performance among public hospital laboratories
A Hamid Abu Bakar, I Lukman Hakim… - International journal of …, 2009 - emerald.com
Purpose–The purpose of this paper is to investigate the efficiency levels of the decision‐
making units within the public hospital laboratories in using their supply chain towards …
making units within the public hospital laboratories in using their supply chain towards …
Linking supportive leadership to satisfaction with care: proposing and testing a service-profit chain inspired model in the context of elderly care
A Kazemi, T Elfstrand Corlin - Journal of Health Organization and …, 2021 - emerald.com
Purpose As marketization has gained ground in elderly care, satisfaction with care has come
to play a crucial role in designing for high-quality care. Inspired by the service-profit chain …
to play a crucial role in designing for high-quality care. Inspired by the service-profit chain …
Drivers of service climate: An emerging market perspective
Purpose Drawing on social exchange theory, the purpose of this paper is to develop and test
an integrative model of internal and external factors determining employee perceptions of …
an integrative model of internal and external factors determining employee perceptions of …
Healthcare operations management: a structured literature review
RK Jha, BS Sahay, P Charan - Decision, 2016 - Springer
This study reviewed research papers on healthcare operations management from reputed
operations management and service management journals from 2000. The literature review …
operations management and service management journals from 2000. The literature review …
Leadership to promote patient safety culture in public hospitals managed by social health organizations
Leadership to promote patient safety culture in public hospitals managed by social health
organizations | Emerald Insight Books and journals Case studies Expert Briefings Open …
organizations | Emerald Insight Books and journals Case studies Expert Briefings Open …
Linking service climate to customer loyalty
ML Wang - The Service Industries Journal, 2015 - Taylor & Francis
The present study evaluates the effect of service climate on customer loyalty by
incorporating resident perceptions of service quality regarding their interaction with staff …
incorporating resident perceptions of service quality regarding their interaction with staff …