서비스종업원의 침묵이 고객지향적 행동에 미치는 영향
활용도 Analysis
논문 Analysis
연구자 Analysis
저자
강석영
김상희
제어번호
105976451
학술지명
고객만족경영연구
권호사항
Vol.
20
No.
4
[
2018
]
발행처
한국고객만족경영학회
발행처 URL
http://www.kcsma.or.kr
자료유형
학술저널
수록면
71-108
언어
Korean
출판년도
2018
등재정보
KCI등재
판매처
'
서비스종업원의 침묵이 고객지향적 행동에 미치는 영향' 의 참고문헌
침묵은 금? 고객 침묵, 강력하고 영향력 있는 고객의 또 다른 메시지
제조기업의 직무교육서비스품질이 직무능력과 직무만족도에 미치는 영향: 대구․경북지역 업체를 중심으로
“서비스회복은 고객의 머리로 이루어지는가? 가슴으로 이루어지는가?: 공정성 vs 진정성의 상대적 영향력 비교,”
Work Satisfaction and Physical Health
Why satisfied customers defect
When Employee Fell Betrayed : A Model of How Psychological Contract Violation Develops
When Customers Disappoint : A Model of Relational Internal Marketing and Customer Complaints
What Consumers Really Want: Authenticity
Voice Climate, Supervisor Undermining, and Work Outcomes : A Group-Level Examination
Toward a conceptualization of optimal self-esteem
Theoretical Perspectives for Strategic Human Resource Management
Theme Park Employee Satisfaction and Customer Orientation
The use of pledges to build and sustain commitment in distribution channels
The role of authenticity in healthy psychological functioning and subjective well-being
The measurement and antecedents of affective, continuance and normative commitment
The customer orientation of service workers: Personality trait determinants and effects on self and supervisor performance ratings
The construction of the self: A developmental perspective
The benefits of frequent positive affect: Does happiness lead to success?
The SOCO scale: A measure of the customer orientation of salespeople
The Role of Pleasantness and Activation Based Well-Being in Performance Prediction
The Relationship of Organization Structure and Interpersonal Attitude to Role Conflict and Ambiguity in Different Work Environment
The Qualitative Satisfaction Model
The Psychology of Silence Its Role in Transference, Counter Transference and the Psychoanalytic Process
The Multidimensional View of Commitment and the Theory of Reasoned Action : A Comparative Evaluation
The Link between Salespeople's Job Satisfaction and Customer Satisfaction in a Business-to-Business Context, A Dyadic Analysis
The Influence of Motives and Goal Orientation on Feedback Seeking
The Dynamics of Human Communication: A Laboratory Approach
The Changing Relationships between Work Commitment, Personal Flexibility and Employability: An Evaluation of A Field Experiment in Executive Development
Sustainable Happiness: How Happiness Studies Can Contribute To a More Sustainable Future
Spirals of silence : The Dynamic Effects of Diversity on Organization Voice
Service-orientation in Electronic Markets
Self-Serving Attributions in Social Context : Effects of Self-Esteem and Social Pressure
Satisfaction, Repurchase Intent, and Repurchase Behavior : Investigating the Moderating Effect of Customer Characteristics
Relationships among power distance, collectivism, punishment, and acquiescent, defensive, or prosocial silence
Psychological conditions of personal engagement and disengagement at work
Procedural Injustice, Victim Precipitation, and Abusive Supervision
Personality and Participative Climate : Antecedents of Distinct Voice Behaviors
Organizational silence a barrier to change and development in a pluralistic world
Organizational Silence and Whistle-Blowing on IT Projects : An Integrated Model
Organizational Identification as a Determinant of Customer Orientation in Service Organizations
Organizational Ethical Climate, Perceived Organizational Support, and Employee Silence : A Cross-level Investigation
On the dimensionality of organizational justice : A construct validation of a measure
On reluctance to communicate undesirable information: The Mum Effect
Managers as initiators of trust : An exchange relationship frame work for understanding managerial trust worthy behavior
Learning Disabilities for Regulators : The Perils of Organizational Learning in the Air Transportation Industry
Leadership Style as Driver of Sales Peoples’ Customer Orientation
Leader Authenticity : Key to Organizational Climate, Health, and Perceived Leader Effectiveness
Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors
Interactional Justice : Communication Criteria of Justice
I will Speak Up if My Voice is Socially Desirable : A Moderated Mediating Process of Promotive versus Prohibitive Voice
Handbook of Positive Phycology
Going to extremes : managing service encounters and assessing provider performance
Examining the mechanisms linking transformational leadership, employee customer orientation, and service performance: The mediating roles of perceived supervisor and coworker support
Examining the Relationships Among Trust, Silence and Organizational Commitment
Employee voice behavior: A meta-analytic test of the conservation of resources framework
Employee Voice and Work Engagement : Macro, Meso, and Micro-level Drivers of Convergence?
Employee Silence: Quiescence and Acquiescence as Response to Perceived Injustice
Employee Silence on Critical Work Issue : The Cross Level Effects of Procedural Justice Climate
Employee Silence Motives : Investigation of Dimensionality and Development of Measures
Emotional Labor in Service Roles: The Influence of Identity
Echoes of silence : Employee silence as a mediator between overall justice and employee outcomes
Do I hear the whistle…? A first attempt to measure four forms of employee silence and their correlates
Coping with Bullying in the Workplace
Conceptualizing employee silence and employee voice as multidimensional constructs
Career-oriented versus team-oriented commitment and behavior at work
Busy Stores and Demanding Customer : How do They Affect the Display of Positive Emotion?
Are your satisfied customers loyal?
Antecedents and Consequences of Organizational Silence : An Empirical Investigation. Employee Relations
An exploratory study of employee silence : Issues that employees don’t communicate upward and why
An Investigation of Positive Affect. Prosocial Behaviors and Service Quality
An Attitude-Behavior Model of Salespeople’s Customer Orientation
Affective, continuance, and normative commitment to the organization : An examination of construct validity
Advances in experimental social psychology
Advances in Experimental Social Psychology
'
서비스종업원의 침묵이 고객지향적 행동에 미치는 영향'
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