Cited by 394Customer Service Quality and LoyaltyJob Satisfaction and Organizational BehaviorEmployee Performance and Motivation

The DOI matches its Crossref record; 96 of the 96 references it cites were found in a registry or an index.

A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses

Brown, Steven P., Lam, Son K.·2008·Journal of Retailing

DOI 10.1016/j.jretai.2008.06.001

Open this paper in CoChat — free account

Integrity signals

Registry

Crossref · 10.1016/j.jretai.2008.06.001

Cites

96 of 96 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

We couldn’t retrieve this paper’s full text, so its claims and self-check weren’t run. The registry and citation checks still apply.

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Exchange and Power in Social Life.
Bierstedt, R., & Blau, P. M. (1965) · American Sociological Review · doi:10.2307/2091154 · Cited by 13,625
Handbook of Industrial and Organizational Psychology.
Hammer, T. H., Anderson, J. F., Gurdon, M. A., Jick, T. D., Petit, A., Stern, R. N., Schwartz, H., Vardi, Y., & Dunnette, M. D. (1977) · Administrative Science Quarterly · doi:10.2307/2391755 · Cited by 11,947
Book Reviews: Statistical Methods for Meta-Analysis Larry V. Hedges and Ingram Olkin New York: Academic Press, 1985. xxii + 369 pp
Wasserman, S. S., Hedges, L. V., & Olkin, I. (1988) · Journal of Educational Statistics · doi:10.2307/1164953 · Cited by 10,377
The impact of human resource management practices on turnover, productivity, and corporate financial performance
HUSELID, M. A. (1995) · Academy of Management Journal · doi:10.2307/256741 · Cited by 9,342
The nature and causes of job satisfaction
Locke, E. A. (1976) · Medical Entomology and Zoology · Cited by 6,819
Satisfaction: a behavioral perspective on the consumer
Oliver, R. L. (2010) · Choice Reviews Online · doi:10.5860/choice.47-6963 · Cited by 6,042
The job satisfaction–job performance relationship: A qualitative and quantitative review.
Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2001) · Psychological Bulletin · doi:10.1037/0033-2909.127.3.376 · Cited by 4,760
Meta-Analytic Procedures for Social Research.
Metcalfe, A., & Rosenthal, R. (1994) · Journal of the Royal Statistical Society Series D (The Statistician) · doi:10.2307/2348600 · Cited by 4,249
Satisfaction: A Behavioral Perspective on the Consumer
Oliver, R. L. (2014) · Routledge eBooks · doi:10.4324/9781315700892 · Cited by 3,279

Show all 95 references

Research works printed but not linked: 9

Maher, 2007, Wal-Mart Seeks New Flexibility in Worker Shifts, Wall Street Journal, 249, 1
*Pedrick, Dennis Lee (1998), “The Influence of Organizational Climate on Employee, Customer, and Firm Performance,” Ph.D. Dissertation, University of Memphis.
Rucci, 1998, The Employee–Customer Profit Chain at Sears, Harvard Business Review, 76, 82
*Schlesinger, 1991, Job Satisfaction, Service Capability, and Customer Satisfaction: An Examination of Linkages and Management Implications, Human Resource Planning, 14, 141
*Tornow, 1991, Service Quality and Management Practices: A Look at Employee Attitudes, Customer Satisfaction, and Bottom-Line Consequences, Human Resource Planning, 14, 105
Ulrich, 1991, Employee and Customer Attachment: Synergies for Competitive Advantage, Human Resource Planning, 14, 89
*Galer, Michael M. (2000), “The Effect of Market Orientation on Customer Satisfaction and Employee Satisfaction on Service Quality,” Ph.D. Dissertation, Nova Southeastern University.
*Kitzman, Brian C. (1999), “The Effects of the Type of Service Interaction on the Relationship Between Employee and Customer Attitudes,” Ph.D. Dissertation, DePaul University.
*Sepulveda-Martinez, Cesar J. (2001), “Relationship of Organizational Citizenship Behaviors and Customer Orientation to Service Quality and Customer Satisfaction,” Ph.D. Dissertation, Tulane University.

Sorted by citations

Items 301–394 of 394

İşgören İş Tatmini ile Müşteri Memnuniyeti Arasındaki İlişki: Otel İşletmeleri Üzerinde Bir İnceleme (Relationship between Employee Job Satisfaction and Customer Satisfaction: A Study on Hotels)
Koç, H., & Ertürk, M. (2023) · Journal of Business Research - Turk · doi:10.20491/isarder.2023.1666 · Cited by 1
Happiness at Workplace: A Psychological Perspective
Mittal, D. (2023) · International Journal of Science and Research (IJSR) · doi:10.21275/sr23422161340 · Cited by 1
Understanding heterogeneity in service research: a meta-analytic perspective
Ladeira, W. J., Rasul, T., Santini, F. D. O., Rice, J., & Shaheen, M. (2025) · Service Industries Journal · doi:10.1080/02642069.2025.2523269 · Cited by 1
Foundations of marketing capabilities across 25-year: The role of competitive and innovation indexes in establishing firm performance
Vieira, V. A., Toni, D. D., & Agnihotri, R. (2026) · Industrial Marketing Management · doi:10.1016/j.indmarman.2026.02.001 · Cited by 1
When do firm, market and economic boundaries change the relationship between market learning and firm performance?
Toni, D. D., & Vieira, V. A. (2026) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-11-2024-0888 · Cited by 1
Eine konzeptionelle Analyse der Service-Profit Chain
Eller, T. F. (2014) · Springer eBooks · doi:10.1007/978-3-658-08090-7_7 · Cited by 1
Learning Service Experience from the Service Encounter of a Retailing Chain Storefront
Lin, F.-R., Po, R., & Orellan, C. (2010) · Hawaii International Conference on System Sciences · doi:10.1109/hicss.2010.252 · Cited by 2
Employing Quantile Regression for Influences of Human Resource Management on Employee Performance
Huynh, Q. L., & Suong, H. T. T. (2021) · Research in World Economy · doi:10.5430/rwe.v12n1p156 · Cited by 2
Growing The Pie: How Supplier Diversity Can Enable Minority Businesses to Create Stakeholder Value
Vairavan, A. (2022) · Digital Archive @ GSU · doi:10.57709/22787095 · Cited by 1
EXPLORING THE RELATIONSHIP BETWEEN JOB SATISFACTION AND ORGANIZATIONAL COMMITMENT FROM A GENDER PERSPECTIVE IN KOSOVO CONTEXT
Domniku, M., & Kačamakovic, M. K. (2022) · Journal Human Research in Rehabilitation · doi:10.21554/hrr.042212 · Cited by 1
Workforce Diversity and Employee Performance in the Local Government of Kanchanpur, Nepal
Saud, D. B. (2023) · Journal of Business and Management · doi:10.3126/jbm.v7i02.62586 · Cited by 1
Computer Vision for E-learning Student Face Reaction Detection for Improving Learning Rate
Sun, Q., & Chen, H. (2024) · Scalable Computing Practice and Experience · doi:10.12694/scpe.v25i4.2998 · Cited by 1
Job Characteristics Model on Role of Employee on Sales Performance and Customer Satisfaction of Retail Stores
Yazdanpour, S., & Maroofi, F. (2015) · Journal of Applied Sciences · doi:10.3923/jas.2015.894.902 · Cited by 1
Effect of Setting of Performance Contract Objectives on Organizational Performance in the State Owned Sugar Companies
Mwalim, A. O., Egessa, R., & Evans, K. (2019) · International Journal of Multidisciplinary and Current Research · doi:10.14741/ijmcr/v.7.3.1 · Cited by 1
Çarşı ve Mahalle Bekçilerinin Sundukları Güvenlik Hizmetinin Algılanan Kalitesine İş Doyumunun Etkisi
Tekiner, M. A., DEMİRCİ, U., & Harputlu, M. (2021) · Opus uluslararası toplum araştırmaları dergisi · doi:10.26466/opus.796313 · Cited by 1
Customer Service Work, Employee Well‐being and Performance
Deery, S. J., & Nath, V. (2012) · doi:10.1002/9781119208235.ch6 · Cited by 1
The effect of market and learning orientations on organizational performance of manufacturing small and medium sized enterprises in Pakistan
Hussain, J. (2015) · Cited by 1
Consumer Returns in Retailing
Ertekin, N. (2016) · OakTrust (Texas A&M University Libraries) · Cited by 1
References
(2018) · Emerald Group Publishing Limited eBooks · doi:10.1108/978-1-78743-785-220181022 · Cited by 1
Lifestyle and service quality : an analysis of family run hotels in Chiangmai Province, Thailand
Wiriyakitjar, R. (2013) · CLOK (University of Central Lancashire)
BİLGİ ÇALIŞANININ MEMNUNİYETİ
Koçak, H. Z. O. (2010) · DergiPark (Istanbul University) · doi:10.19168/jyu.32605
Measuring determinants of employee satisfaction in an eye hospital: study in India
John, P., Muraleedharan, V. R., Kamalanabhan, T. J., & Thulasiraj, R. D. (2011) · International Journal of Enterprise Network Management · doi:10.1504/ijenm.2011.041156
Developing Dedicated Service Employees
Perry, S. J., Witt, L. A., Callison, K., & Malka, A. A. (2013) · Journal of Psychological Issues in Organizational Culture · doi:10.1002/jpoc.21113
Can employees predict customers' assessments of service and attitudes to providers?
Dean, A., & McGuire, L. (2010)
A DELPHI STUDY TO IDENTIFY THE CHARACTERISTICS OF PERSON- ORGANIZATION FIT AND JOB SATISFACTION OF MANAGERIAL COACHING BY EXECUTIVES AND ENTREPRENEURS
Garza, M. E. (2015)
Effizienzmessung interner Dienstleistungen im Vertrieb: Ein Anwendungsfall aus dem Franchising
Michaelis, M., & Woisetschläger, D. M. (2011) · Gabler eBooks · doi:10.1007/978-3-8349-6664-3_10
Developing dedicated service employees: Psychological climate for service and internal service as service-oriented resources
Witt, L. A. (2013)
The Effect of Tourists’ National Culture on Perceived Performance of Restaurants in Petra, Jordan
Habiballah, M. A., Alhelalat, J. A., & Twaissi, N. M. (2016) · International Business Research · doi:10.5539/ibr.v9n3p25
Relación entre satisfacción laboral y amabilidad rasgo del colaborador interno en el hospital Edgardo Rebagliati Martins Lima - Perú
de Psicología, F. (2015)
The Economics of Quality: The Implementation and Economic Impact of Quality Management in the Homebuilding Industry
Golden, C. B. (2013)
Using ‘Service Excellence’ (SE) – The KPJ Way Program To Improve Customer Satisfaction and Enhancing Business Growth
Aziz, A. (2013) · IOSR Journal of Business and Management · doi:10.9790/487x-1316166
Do Oilfield-Services Companies Strategically Manage Customers and Employees? Halliburton, National Oilwell Varco, and SchlumbergerPreprint
Mittal, V., & Groening, C. (2016) · SSRN Electronic Journal · doi:10.2139/ssrn.2755713
Stress and Absenteeism in Civilian Employees Supervised by Army Sergeants: Empirical Evidence from Fort Belvoir, Virginia
Williams, C., & Chinta, R. C. (2015) · Journal of Military and Information Science · doi:10.17858/jmisci.52002
Invloed van klanttevredenheid op (financiële) performance
Smits, F. (2016) · HEADline · doi:10.1007/s40739-016-0017-y
The Role of Emotional Intelligence in Knowledge-Enabled Customer Delight
Hashemi, S. A., & Haji, Z. (2011) · Advances in knowledge acquisition, transfer, and management book series/Advances in knowledge acquisition, transfer and management book series · doi:10.4018/978-1-61350-089-7.ch009
The Management of Human Resources
Silverman, J. (2016) · doi:10.1201/9781315369051-10
Hotel employees: A systematic literature review Funcionários de hotelaria: Uma revisão sistemática da literatura
da Borralha, S., de Jesús, S. N., Pinto, P. S. L. G. D. S., & Viseu, J. N. R. (2016)
Frontline employees’ personality traits: customer preferences and the homophily effect
Streukens, S., & Andreassen, T. W. (2009) · Document Server@UHasselt (UHasselt)
Zarządzanie doświadczeniami pracowniczymi: fundamenty teoretyczno-metodologiczne / Employee experience management: theoretical-methodological essentials
Dębek, M., & Ślazyk-Sobol, M. (2016) · Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu · doi:10.15611/pn.2016.430.06
Wykorzystanie jakościowej analizy porównawczej w badaniach postaw i zachowań konsumentów / The application of Qualitive Comparative Analysis in the research on consumer attitudes and behaviour.
Zasuwa, G. (2016) · Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu · doi:10.15611/pn.2016.459.03
Customer Orientation Implementation Constructs in the Banking Sector
Eid, R., & Abdelkader, A. A. (2017) · International Journal of Online Marketing · doi:10.4018/ijom.2017040101
Job Satisfaction and Service Quality between Non-regular and Regular workers in Commercial Sports Facilities: Based on Qualitative Method
김복연, & 최진호 (2017) · Korean Journal of Sport Science · doi:10.24985/kjss.2017.28.1.117
The Moderating Effect of Transformational Leadership on the Relationship Between Employees' Psychological Empowerment and Employees' Job Satisfaction
Al-Hosam, A. (2012) · UUM Electronic Theses and Dissertation [eTheses] (Northern University of Malaysia)
An assessment of entrepreneurial orientation as a human resource retention strategy within an academic institution
Wallace, A. (2016) · Boloka Institutional Repository (North-west University)
Can both Employees and Customers be Satisfied
Kida, S. (2017) · Transactions of the Academic Association for Organizational Science · doi:10.11207/taaos.6.1_56
The Spillover Effect of Customer Mistreatment on Frontline Employees’ Subsequent Performance
Yue, Y., Wang, K. L., & Groth, M. (2018) · Academy of Management Proceedings · doi:10.5465/ambpp.2018.10650abstract
Fitting a linear regression equation for the impact of employee satisfaction on non-monetory benefits
Sethuraman, J., Vijayabanu, C., Therasa, C., & Bhavishya, A. (2017) · International Conference on Intelligent Sustainable Systems (ICISS) · doi:10.1109/iss1.2017.8389318
Do Healthcare Employees and Patients Share Satisfaction in Dialysis Clinics
Gu, X.-Z., Gu, X.-Z., 伊藤, 謙., & Itoh, K. (2018) · Institutional Repositories DataBase (IRDB) · doi:10.20586/joms.8.1_35
A Study on Effect of Customer’s Demographic Factors on In-Store Experience Perception in Superstores Using Analysis of Variance
Sehrawat, A., Yadav, A., Kumar, H., & Deshwal, P. (2018) · Lecture notes on data engineering and communications technologies · doi:10.1007/978-3-030-03146-6_96
Zjawisko „luki czasowej” pomiędzy zmianami indeksów satysfakcji pracowników a klientów
Skowron, Ł., Skowron, S., & Gąsior, M. (2018) · Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu · doi:10.15611/pn.2018.525.10
ANTECEDENTS OF PERCEIVED JOB PERFORMANCE AND ITS RELATIONSHIP WITH WORK OUTCOMES: THE MEDIATING ROLE OF PERCEIVEDJOB PERFORMANCE
Afzal, M. (2016)
Union Management Relations in APSRTC (Andhra Pradesh State Road Transport Corporation)
Chandran, A. V. (2016) · Ushus - Journal of Business Management · doi:10.12725/ujbm.35.3
A CONCEPTUAL MODEL OF ORGANIZATIONAL CULTURE AND ITS IMPLICATIONS IN THE SERVICE SECTOR
Morton, F., Treviño, T., & Zapata‐Cantu, L. (2019) · Multidisciplinary Business Review · doi:10.35692/07183992.12.1.3
Role of Employee Engagement in Reducing Workplace Deviance
Tomar, J. S., Khandelwal, R., & Jain, R. (2019) · Advances in human resources management and organizational development book series · doi:10.4018/978-1-5225-9996-8.ch012
La relación entre la cultura corporativa y la percepción de los colaboradores sobre el cliente (ECMS) : el caso de TOTTUS
Villanueva, M. F. D. I. (2016) · Universidad de Lima · doi:10.26439/ulima.tesis/2897
Employee Engagement in India
Tomar, J. S. (2019) · Advances in IT personnel and project management · doi:10.4018/978-1-7998-1279-1.ch023
Stress in managers in the hotel industry in Mauritius
Gobin, K. (2016) · Bradford Scholars (University of Bradford)
サービス・マネジメントにおける従業員満足と顧客満足の因果検証プロフェッショナルサービスを対象とした実証研究
秀彦, 櫻. (2019) · doi:10.20586/joms.9.1_48
Engagement des étudiants en tourisme, hôtellerie et restauration envers leur domaine d’études et leur carrière : les facteurs déterminants
Lagueux, J., & Nanot, A. (2019) · Mondes du tourisme · doi:10.4000/tourisme.2414
Linkage Analysis
Duco, S. M. D., Hyland, P. K., Reeves, D. W., & Caputo, A. W. (2020) · doi:10.1093/oso/9780190939717.003.0017
IMPACTO DO CLIMA ORGANIZACIONAL NA SATISFAÇÃO DOS TRABALHADORES DE UMA INSTITUIÇÃO DE ENSINO SUPERIOR
Baía, A. P. (2020) · Egitania Sciencia · doi:10.46691/es.v2i25.284
Examining Decision-Making of Participating in Open Innovation Platform : The Case of Biotechnology Industry
Son, I., Lee, J., & Lee, D. (2018) · ASIA MARKETING JOURNAL · doi:10.15830/amj.2018.19.4.61
The Effect of Work Satisfaction on Employee Performance in General and Protocol Section of Regional Secretariat of Luwu Regency
Imran, I., Aqsa, M. A., & Sapar, S. (2020) · International Conference of Business, Accounting, and Economics (ICBAE) · doi:10.4108/eai.5-8-2020.2301165
Role of Employee Engagement in Reducing Workplace Deviance
Tomar, J. S., Khandelwal, R., & Jain, R. (2021) · IGI Global eBooks · doi:10.4018/978-1-6684-3873-2.ch075
Angebot
Fichter, C., & Ryf, S. (2018) · Springer-Lehrbuch · doi:10.1007/978-3-662-54944-5_4
Dienstleistungsqualität und Kundenzufriedenheit
Nerdinger, F. W. (2014) · Springer-Lehrbuch · doi:10.1007/978-3-642-41130-4_31
Bibliographie
Barthélemy, J. (2019) · Dunod eBooks · doi:10.3917/dunod.elemy.2019.01.0141
Dictates of Quality
Ibidapo, T. A. (2022) · Management for professionals · doi:10.1007/978-3-031-04192-1_9
Adaptation and Validation of the Employer Attractiveness Scale for the Air Transport Industry
Özdemir, E., Ünder, Ü., Bulbul, K. G., & Gerede, E. (2023) · Advances in business strategy and competitive advantage book series · doi:10.4018/978-1-6684-6835-7.ch001
Predictors of performance: the relation of innovative dynamic capability and the services differentiation in retail
Júnior, D. F. L. D. C., Deluca, M. A. M., Gonçalo, C. R., Silveira-Martins, E., Miura, M. N., & de Abreu, J. C. (2023) · Revista de Gestão e Secretariado (Management and Administrative Professional Review) · doi:10.7769/gesec.v14i3.1869
Working with ‘The Passionate Few’: the Indirect Benefits of Actor Engagement in Mundane Service Settings
Alexander, M., & Kils, K. (2023) · Journal of Service Management Research · doi:10.5771/2511-8676-2023-2-99
Impacto do clima organizacional na satisfação dos trabalhadores de uma instituição de ensino superior
Baía, A. P. (2019) · Egitania Sciencia · doi:10.46691/es.v2i25.165
Inversión en recursos para crear valor: ¿Pero valor para quién?
Ortiz, J. S. (2023) · Revista IECOS · doi:10.21754/iecos.v24i1.1720
Are You Monitoring My Performance or Bullying Me?
Özçelik, A. B. (2024) · Advances in human resources management and organizational development book series · doi:10.4018/979-8-3693-1139-4.ch003
The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from StarbucksPreprint
Troncoso, I., Kim, M., Chakraborty, I., & Kim, S. (2024) · SSRN Electronic Journal · doi:10.2139/ssrn.4657689 · Cited by 1
Propiedad y empresa (Locke y Suárez): hacia una revisión humanista del modelo de empresa
Huarte, M. I. Z., & Alé-Ruiz, R. (2023) · Cauriensia Revista anual de ciencias eclesiásticas · doi:10.17398/2340-4256.18.51
Driving Customer Experience With Transformational Neuro-Leadership
Kumar, A., Kumari, A., Singh, S., & Tewari, V. (2024) · Advances in logistics, operations, and management science book series · doi:10.4018/979-8-3693-4350-0.ch010
A Comprehensive Survey and Analysis of Bank Employee Retention Policies
Aarti, A., Karling, S., & Vishnoi, S. (2025) · Advances in finance, accounting, and economics book series · doi:10.4018/979-8-3693-8507-4.ch020
Causal relationships in the balanced scorecard: A Serbian banking perspective
Djuric, N., & Djurdjevic, A. (2025) · Economic Annals · doi:10.2298/eka2544087d
Designing Culture through the Human Resource Functions
Mathew, J., Nigli, K. S., & Nair, S. (2025) · IGI Global eBooks · doi:10.4018/979-8-3373-1005-3.ch015
O impacto da Governança Corporativa na experiência do funcionário durante o processo de transformação digital em um grupo varejista - Um estudo de caso
Piaulino, G. A., Arantes, C. N., de Oliveira, M. G., DINIZ, R., & da Silva, S. P. S. (2025) · Revista Inovação Projetos e Tecnologias · doi:10.5585/2025.28074
Impact of Workplace Diversity in Nepalese Organizations
Khatri, R. (2025) · Nepalese Journal of Management. · doi:10.3126/njm.v12i1.82712
Does the Employee Perception of Organizational Justice in the Education Sector Affect the Satisfaction of Service Recipients?
Yilmaz, M., Yürür, Ş., & Baltacı, H. (2025) · Fırat Üniversitesi Sosyal Bilimler Dergisi · doi:10.18069/firatsbed.1608498
Arbetstillfredsställelse, rolltydlighet och empowerment
Havdelin-Kindberg, S., & Johansson, E. (2011)
Experience of IM programs, Perception of IMO and Job Outcomes: The Frontline Employee Perspective
Ferdous, A. S. (2013)
De invloed van medewerkerstevredenheid op de cliëntenwaardering in de gezondheidszorg
Groenenboom, G. (2012)
The Management of Human Resources
(2016) · CRC Press eBooks · doi:10.1201/9781315369051-4
The influence of atmosphere on customer loyalty in Islamic traditional markets: an exploratory qualitative approach
Mariem, M. A., & Ouhna, L. (2026) · Journal of Islamic marketing · doi:10.1108/jima-02-2024-0055
Les effets de la pleine conscience sur la performance, la satisfaction au travail et l’intention de quitter des commerciaux : Une étude empirique
Czuly, C. (2020) · theses.fr (ABES) · doi:10.70675/31a94021z18d3z4ad6z87b0zda4e9473b6f2
Le rôle du vendeur dans la délivrance de l'expérience client au sein d'un point de vente digitalisé : une approche au travers des théories de l'état d'esprit et des buts d'accomplissement
Farellacci, R. (2021) · theses.fr (ABES) · doi:10.70675/29ed3569z28c3z44f7zad94z67cfb6560b05
La relation fidélité organisationnelle-marque employeur via l’attribution RH : essai de modélisation PLS : cas des salariés marocains
Haisni, C. (2023) · doi:10.70675/b27f3e41z1227z451dzb602z4320d3c2a7a7
HR market orientation, HR customer satisfaction and business performance
Ghlichlee, B. (2026) · Journal of Modelling in Management · doi:10.1108/jm2-05-2025-0251
Anti-mattering in online anti-work communities: a mixed-methods analysis of Reddit discourse
Doll, J. L., & Church, E. M. (2026) · Employee Relations · doi:10.1108/er-10-2025-0950
ICT and CO2 Emissions in the G20: A Channel-Based Mediation Analysis
Alabdulwahab, S. Z., Aiyash, E., & Abou-Zaid, A. S. (2026) · Sustainability · doi:10.3390/su18189235

Authors: Brown, S. P., & Lam, S. K.
Affiliations: University of Houston (US)
Corresponding author: Brown, Steven P.
ORCID: Lam, Son K.
Venue: Journal of Retailing
Publisher: Elsevier BV
Published: 2008-09
Volume: 84
Issue: 3
Pages: 243-255
ISSN: 0022-4359 (ISSN-L)
DOI: 10.1016/j.jretai.2008.06.001
OpenAlex: W2017855460
Cited by: 393
References: 95
Citations by year: 2026: 7 · 2025: 11 · 2024: 17 · 2023: 19 · 2022: 20 · 2021: 27 · 2020: 16 · 2019: 32 · 2018: 23 · 2017: 30 · 2016: 33 · 2015: 33 · 2014: 25 · 2013: 30 · 2012: 17
FWCI: 5.15
Type: journal article
Language: en
Open access: closed
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations: Journal of Retailing (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Employee Performance and Motivation
Keywords: job satisfaction, customer satisfaction, perceived service quality, mediating role of service quality, retail employees

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses

Overview

Integrity signals

Verification

Claims the paper makes

Claims other papers make about this one

Citations

Cites

Cited by

Related

Metadata

Record

About these checks