... Emotional organizational pride Attitudinal organizational pride Affective events theory (AET) Commitment to customer service Creativity Turnover intention Employee behaviour Employee attitudes Since numerous services are generated through the interaction between service employee and customers...

..., it is hypothesized: H2. The more positive the work group mood, the more positive is the service employee's affective delivery. Employee attitudes Service delivery Emotional intelligence Consumer behaviour Affective psychology Customer satisfaction has a positive influence on behavioral...

... Customer relations Employee attitudes Employee behaviour Hospitality services United States of America For 20 years, Charlie, a baggage handler, was an asset to his airline. Callous rule changes and harsh supervisory treatment, however, led him to covertly retaliate. For months, he carefully...

... perceptions of SMT collective efficacy at T1 on customer‐perceived service quality at T2. Ad de Jong can be contacted at: a.d.jong@tm.tue.nl © Emerald Group Publishing Limited 2008 Customer services quality Employee attitudes Autonomous work groups Cumulative research on service...

... of gender on these relationships. We test our model by using data collected from frontline hotel employees in Turkey. © Emerald Group Publishing Limited 2008 Family Role conflicts Employee attitudes Gender Hotels Turkey In an era of intense competitive pressures, dwindling...

... with growing challenges ”, Call Center Magazine , Vol. 14 No. 2 , pp. 40 ‐ 56 . Tornow , W.W. and Wiley , J.W. (1991), “ Service quality and management practices: a look at employee attitudes, customer satisfaction, and bottom‐line consequences ”, Human Resource Planning , Vol. 14...

... are linked to employee attitudes that are reflected in service quality outcomes, customer satisfaction and loyalty and, consequently, profit. Empirical studies support many of these associations and streams of research link them into linear sequences. However, the evidence is not unequivocal and this review...

... be like. This is called hypothetical exposure because the customer is not actually exposed to a region, and the marketer is usually unaware that this “exposure” has occurred. © MCB UP Limited 1998 Consumer attitudes Customers Employee attitudes Service quality I worked with one...

... satisfaction. Suggests that one useful approach for increasing employee satisfaction is to view workers as customers. Based on the notion of employee as customer, illustrates how a customer satisfaction measurement approach can be applied to the measurement of employee attitudes. Suggests that the metaphor...

... encounters. Implications for managers and suggestions for future research are also presented. Customer care Customer satisfaction Employee attitudes Interaction Internal marketing Market research Performance appraisal Professionalism Service quality © MCB UP Limited 1994...

... branches, multiple truck rental facilities, and so forth). Let me deal with each of these issues in turn. © MCB UP Limited 1994 Customer requirements Employee attitudes Employee selection Human resource management Market segmentation Service quality Services marketing Working...