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
Overview
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
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?
In the citing paper
“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
Citations
Cites
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
Wasserman, S. S., Hedges, L. V., & Olkin, I. (1988) · Journal of Educational Statistics · doi:10.2307/1164953 · Cited by 10,377
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
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.
Cited by
Sorted by citations
Fisher, C. D. (2009) · International Journal of Management Reviews · doi:10.1111/j.1468-2370.2009.00270.x · Cited by 1,502
Customer Experience Management in Retailing: An Organizing Framework
Grewal, D., Levy, M., & Kumar, V. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2009.01.001 · Cited by 1,015
Job attitudes, job satisfaction, and job affect: A century of continuity and of change.
Judge, T. A., Weiss, H. M., Kammeyer‐Mueller, J. D., & Hulin, C. L. (2017) · Journal of Applied Psychology · doi:10.1037/apl0000181 · Cited by 784
A meta-analysis of consumer impulse buying
Amos, C., Holmes, G. R., & Keneson, W. C. (2013) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2013.11.004 · Cited by 450
The customer value proposition: evolution, development, and application in marketing
Payne, A., Frow, P., & Eggert, A. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0523-z · Cited by 440
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
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.
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