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
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“For example, customers of encounter services generally have weaker bonds with the service provider, and social interactions are less frequent (Brown and Lam 2008).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Brown and Lam 2008
In the citing paper
“The effect of relational benefits may differ depending on whether the service is encounter-based (e.g., fast food) or relationship-based (e.g., hairstylist) (Brown and Lam 2008).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Brown and Lam 2008
In the citing paper
“In relationship services, customers seek out and mostly interact with the same service provider over an extended period of time, which provides more opportunities for the diffusion of affect and creation of social bonds (Brown and Lam 2008).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Brown and Lam 2008
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Metadata
- 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)
- 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
- 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
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