Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate.

Cited by (385)

Items 101–200 of 385

1. Build or buy? The individual and unit-level performance of internally versus externally selected managers over time.
   Philip S. DeOrtentiis, Chad H. Van Iddekinge, Robert E. Ployhart, Tom D. Heetderks · 2018 · Journal of Applied Psychology
2. From Customer‐Oriented Strategy to Organizational Financial Performance: The Role of Human Resource Management and Customer‐Linking Capability
   Cai-Hui Veronica Lin, Karin Sanders, Jianmin Sun, Helen Joanne Shipton, Erik Mooi · 2015 · British Journal of Management
3. How Does Service Climate Influence Hotel Employees’ Brand Citizenship Behavior? A Social Exchange and Social Identity Perspective
   Hung Trong Hoang · 2021 · Australasian Marketing Journal (AMJ)
4. Multilevel Impacts of Transformational Leadership on Service Quality: Evidence From China
   Fangguo Su, Dejun Cheng, Shanshan Wen · 2019 · Frontiers in Psychology
5. The relationship between safety–production conflict and employee safety outcomes: Testing the impact of multiple organizational climates
   Lixin Jiang, Tahira M. Probst · 2015 · Work & Stress
6. Service-oriented high-performance work systems and service role performance: Applying an integrated extended self and psychological ownership framework
   Hyunyoung Jo, Samuel Aryee, Hsin‐Hua Hsiung, David E. Guest · 2021 · Human Relations
7. Shedding Light on the Adverse Spillover Effects of Work-Family Conflict on Unethical Sales Behaviors at Work: A Daily Diary Study
   Shaohui Lei · 2023 · Journal of Business Ethics
8. Complementary or competing climates? Examining the interactive effect of service and ethical climates on company-level financial performance.
   Adam T. Myer, Christian Noble Thoroughgood, Susan Mohammed · 2016 · Journal of Applied Psychology
9. Employee engagement and the service profit chain in a quick-service restaurant organization
   Abbie Lambert, Robert Paul Jones, Suzanne Clinton · 2021 · Journal of Business Research
10. Workplace spirituality and service-oriented performance via work engagement in public organizations: the moderating role of service climate
    Zaid Oqla Alqhaiwi, Lưu Trọng Tuấn · 2023 · Public Management Review
11. New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance
    Jorge Linuesa‐Langreo, Pablo Ruiz‐Palomino, Dioni Elche-Hortelano · 2017 · Frontiers in Psychology
12. Accelerating employee-related scholarship in service management
    Mahesh Vaidyanathan Subramony, Karen Holcombe Ehrhart, Markus Groth, Brooks C. Holtom, Danielle D. van Jaarsveld, Dana Yagil, Tiffany Darabi, David Douglas Walker, David E. Bowen, Raymond P. Fisk et al. · 2017 · Journal of service management
13. In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?
    Daniel Asante, Chunyong Tang, Michael Kwamega, Eric Adom Asante · 2022 · Journal of Retailing and Consumer Services
14. Board Heterogeneity and Organisational Performance: The Mediating Effects of Line Managers and Staff Satisfaction
    Antonio Blanco‐Oliver, Gianluca Veronesi, Ian Kirkpatrick · 2016 · Journal of Business Ethics
15. Advancing theory development: exploring the leadership–climate relationship as a mechanism of the implementation of cultural competence
    Erick G. Guerrero, Karissa M. Fenwick, Yinfei Kong · 2017 · Implementation Science
16. Does Servant Leadership’s People Focus Facilitate or Constrain Its Positive Impact on Performance? An Examination of Servant Leadership’s Direct, Indirect, and Total Effects on Branch Financial Performance
    Chad A. Hartnell, Elizabeth P. Karam, Angelo J. Kinicki, Nikolaos E. Dimotakis · 2020 · Group & Organization Management
17. Customer evaluations of service-oriented organizational citizenship behaviors: Agentic and communal differences
    Shina Bharadwaja, Lindsey Lee, Juan M. Madera · 2018 · International Journal of Hospitality Management
18. Promoting knowledge sharing in Tunisian KIFs through HRM Practices. The mediating role of human capital and learning climate
    Emna Gara Bach Ouerdian, Nizar Mansour, Abdallah Al-Zahrani, Amal Chaari · 2017 · The International Journal of Human Resource Management
19. Exploring service climate and employee performance in multicultural service settings
    C. Fung, Piyush Sharma, Zhan Wu, Yong Jun Su · 2017 · Journal of Services Marketing
20. High performance work systems, employee creativity and organizational performance in the education sector
    Binhua Eva Huang, Shruti R. Sardeshmukh, JOHN A. BENSON, Ying Zhu · 2022 · The International Journal of Human Resource Management
21. Perspectives on the Organizational Context of Frontlines: A Commentary
    Benjamin Schneider, David E. Bowen · 2018 · Journal of Service Research
22. Teaching Evidence-Based Management With A Focus on Producing Local Evidence
    Joerg Dietz, John Antonakis, Ulrich Hoffrage, Franciska Krings, Julian N. Marewski, Christian Zehnder · 2014 · Academy of Management Learning and Education
23. Leading the charge in the education sector: development and validation of the School Implementation Leadership Scale (SILS)
    Lyon, Aaron R., Corbin, Catherine M., Brown, Eric C., Ehrhart, Mark G., Locke, Jill, Davis, Chayna, Picozzi, Elissa, Aarons, Gregory A., Cook, Clayton R. · 2022 · Implementation Science
24. High performance work systems and organizational service performance: The roles of different organizational climates
    Yi‐Ting Lin, Nien‐Chi Liu · 2016 · International Journal of Hospitality Management
25. Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain
    Flávia Cavazotte, Valter de Assis Moreno Jr., Luis Cesar Chehab Lasmar · 2018 · Service Industries Journal
26. Providing Service During a Merger: The Role of Organizational Goal Clarity and Servant Leadership
    Emma C. E. Heine, Jeroen Stouten, Robert C. Liden · 2022 · Journal of Business Ethics
27. The influence of internal market orientation on external outcomes
    Vicent Tortosa-Edo, Jaume Llorens Monzonís, Miguel Ángel Moliner Tena, Javier Sánchez · 2015 · Journal of Service Theory and Practice
28. An Examination of Customers' Attitudes About Tabletop Technology in Full-Service Restaurants
    A. Susskind, Benjamin Curry · 2016 · Service Science
29. Analytics Capability, Supply Chain Capabilities, and Operational Performance: A Meta‐Analytic Investigation
    Alok Raj, Rajeev Ranjan Kumar, Sriram Narayanan, Ahmet H. Kirca, Anand Jeyaraj · 2025 · Journal of Operations Management
30. Trickle-Down Effects of Positive and Negative Supervisor Behaviors on Service Performance: The Roles of Employee Emotional Labor and Perceived Supervisor Power
    Nai‐Wen Chi, Yen-Chun Chen, Tun-Chun Huang, Shih-Feng Chen · 2018 · Human Performance
31. Drivers of service climate: an emerging market perspective
    Hung Trong Hoang, Sally Rao Hill, Vinh Nhat Lu, Susan Freeman · 2018 · Journal of Services Marketing
32. Linking leader humility with service performance: the role of service climate and customer mistreatment
    Waseem Bahadur, Ahsan Ali · 2021 · Asian Business & Management
33. Performance driven outcomes—the case of frontline employees in the hospitality sector
    Catherine Prentice, Erdan Ma, IpKin Anthony Wong · 2018 · Journal of Hospitality Marketing & Management
34. Validation of the Norwegian versions of the Implementation Leadership Scale (ILS) and Multifactor Leadership Questionnaire (MLQ) in a mental health care setting
    Nora Braathu, Erlend Høen Laukvik, Karina Myhren Egeland, Ane‐Marthe Solheim Skar · 2022 · BMC Psychology
35. Work‐life support practices and customer satisfaction: The role of TMT composition and country culture
    Julie Ann Cogin, Karin Sanders, Ian O. Williamson · 2017 · Human Resource Management
36. Unit-level linkages between employee commitment to the organization, customer service delivery and customer satisfaction
    Neil Conway, Rob B. Briner · 2014 · The International Journal of Human Resource Management
37. Service-oriented high performance human resource practices and proactive work behavior: A moderated mediation model
    Gökhan Kenar, Murat Yeşiltaş · 2023 · Service Industries Journal
38. What matters most in the service-profit chain? An empirical test in a restaurant company
    David Solnet, Robert Ford, Char-lee McLennan · 2017 · International Journal of Contemporary Hospitality Management
39. Understanding developers’ privacy and security mindsets via climate theory
    Renana Arizon Peretz, Irit Hadar, Gil Luria, Sofia Sherman · 2021 · Empirical Software Engineering
40. Perceived supervisory support and service recovery performance
    Wanny Oentoro, Patchara Popaitoon, Ananchai Kongchan · 2016 · Asia-Pacific Journal of Business Administration
41. A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration
    Allard C.R. van Riel, Farhad Tabatabaei, Xiaoyi Yang, Ewa Masłowska, Velmurugan Palanichamy, Della Clark, Michael Luongo · 2024 · Journal of service management
42. From internal marketing to customer- perceived relationship quality: evidence of Vietnamese banking firms
    Jong Hee Park, Thi Bich Hanh Tran · 2018 · Total Quality Management & Business Excellence
43. On linking socioeconomic status to consumer loyalty behaviour
    Christopher James White, Eudora Tong · 2019 · Journal of Retailing and Consumer Services
44. An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes
    David E. Bowen · 2024 · Journal of service management
45. Validation of the Implementation Leadership Scale (ILS) with Supervisors’ Self-Ratings
    Elisa M. Torres, Mark G. Ehrhart, Rinad S. Beidas, Lauren R Farahnak, Natalie K. Finn, Gregory A. Aarons · 2017 · Community Mental Health Journal
46. The better I feel, the better I can do: The role of leaders’ positive affective presence
    Jing Jiang, Huimin Gu, Yanan Dong, Xingyong Tu · 2018 · International Journal of Hospitality Management
47. Leading for the long haul: a mixed-method evaluation of the Sustainment Leadership Scale (SLS)
    Mark G. Ehrhart, Elisa M. Torres, Amy E. Green, Elise M. Trott, Cathleen Elizabeth Willging, Joanna C. Moullin, Gregory A. Aarons · 2018 · Implementation Science
48. Talent management for the proactive behavior of tour guides
    Xinhua Guan, Tzung-Cheng T.C. Huan · 2019 · International Journal of Contemporary Hospitality Management
49. The Importance of Security Is in the Eye of the Beholder: Cultural, Organizational, and Personal Factors Affecting the Implementation of Security by Design
    Renana Arizon Peretz, Irit Hadar, Gil Luria · 2021 · IEEE Transactions on Software Engineering
50. Negative role modeling in hospitality organizations: A social learning perspective on supervisor and subordinate customer-targeted incivility
    Jincen Xiao, Jih‐Yu Mao · 2022 · International Journal of Hospitality Management
51. Value co‐creation and customer retention in services: Identifying a relevant moderator and mediator
    Shanta Banik, Fazlul Kabir Rabbanee · 2023 · Journal of Consumer Behaviour
52. Personality as a Multilevel Predictor of Climate
    Jeremy M. Beus, Gonzalo J. Muñoz, Winfred Arthur · 2015 · Group & Organization Management
53. Serving the customer, serving the family, and serving the employee: toward a comprehensive understanding of the effects of service-oriented high-performance work systems
    Zhen Wang, Lu Xing, Lynda Jiwen Song, Sherry E. Moss · 2020 · The International Journal of Human Resource Management
54. Translation and linguistic validation of the implementation leadership scale in Chinese nursing context
    Jiale Hu, Wendy Gifford, Hong Ruan, Denise Margaret Harrison, Qingge Li, Mark G. Ehrhart, Gregory A. Aarons · 2019 · Journal of Nursing Management
55. The Relationship of Service Providers’ Perceptions of Service Climate to Guest Satisfaction, Return Intentions, and Firm Performance
    Alex M. Susskind, K. Michele Kacmar, Carl P. Borchgrevink · 2018 · Cornell Hospitality Quarterly
56. Organizational Climate and Culture: History, Current Status, Integration, and Change
    Benjamin Schneider, Mark G. Ehrhart, William H. Macey · 2025 · Annual Review of Organizational Psychology and Organizational Behavior
57. Effects of service authenticity, customer participation and customer-perceived service climate on customers' service evaluation
    Byung Ryul Bae · 2020 · Asia Pacific Journal of Marketing and Logistics
58. High-performance work systems in public service units: examining the social capital and ambidexterity as mediating process
    Muhammad Ali, Susan Freeman, Lei Shen, Lin Xiong, Muhammad Adnan Zahid Chudhery · 2022 · Personnel Review
59. The Role of Leader’s Humility in Facilitating Frontline Employees’ Deep Acting and Turnover: The Moderating Role of Perceived Customer-Oriented Climate
    Jinyi Zhou, Yawen Li · 2018 · Journal of Leadership & Organizational Studies
60. Randomized trial of the leadership and organizational change for implementation (LOCI) strategy in substance use treatment clinics
    Gregory A. Aarons, Marisa Sklar, Mark G. Ehrhart, Scott Roesch, Joanna C. Moullin, Kristine M. Carandang · 2024 · Journal of Substance Use and Addiction Treatment
61. A cross-cultural meta-analysis of transformational leadership- performance outcomes relationship
    Gomaa Agag, Ziad Hassan Saeed Abdelmoety, Sameh Abd-el Maksoud Mohamed Aboul-Dahab, Maya Mostafa Daher, Nora Sharkasi, Eman Hassanien Taha, Anish Yousaf, Mohamed Abdelwahab · 2025 · International Studies of Management and Organization
62. Clash of the climates: Examining the paradoxical effects of climates for promotion and prevention
    Jeremy M. Beus, Lorenzo Lucianetti, Winfred Arthur · 2019 · Personnel Psychology
63. Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts
    Eric J. Michel, Kristina K. Lindsey Hall, Sven Kepes, Ji (Miracle) Qi, Matthew R. Leon, Laurence G. Weinzimmer, Anthony R. Wheeler · 2022 · Journal of service management
64. Linking service climate to customer loyalty
    Mei-Ling Maggie Wang · 2015 · Service Industries Journal
65. Effects of individual resources and team-member exchange on service quality
    Unji Baek, Hossein Olya, Seul Ki Lee · 2018 · Service Industries Journal
66. The Importance of Employee Satisfaction: A Case Study of a Transportation and Logistics Service Company
    Eneja Sila, Klemen Širok · 2018 · Management
67. Antecedents and mediating role of IT service climate in IT service quality: A mixed methods study
    Xiaolei Wang, Jiandong Lu, Yuqiang Feng, Luning Liu · 2020 · International Journal of Information Management
68. Guest–Server Exchange Model and Performance: The Connection Between Service Climate and Unit-Level Sales in Multiunit Restaurants
    A. Susskind, K. Kacmar, C. Borchgrevink · 2018 · Journal of Hospitality & Tourism Research
69. Linking internal service quality and casino dealer performance
    Catherine Prentice · 2017 · Journal of Hospitality Marketing & Management
70. The toll of service climate on employees: an emotional labor perspective
    Tal Katz‐Navon, Dana R. Vashdi, Eitan Naveh · 2019 · Journal of Service Theory and Practice
71. Service-oriented human resource practices and customer outcomes: the service-profit chain perspective
    Pei-Chi Chen, Nai-Wen Chi · 2021 · Personnel Review
72. Expanding the I-O psychology mindset to organizational success
    Benjamin Schneider, Elaine D. Pulakos · 2022 · Industrial and Organizational Psychology
73. The Award Goes To… Someone Else: A Natural Quasi-Experiment Examining the Impact of Performance Awards on Nominees’ Workplace Collaboration
    Hui Liao, Qiang Feng, Li Zhu, Zhishuang Guan · 2022 · Academy of Management Journal
74. Leveraging perceived HPWS to improve service encounter quality in high-contact service industries
    Daniel Asante, Chunyong Tang, Eric Adom Asante, Michael Kwamega, Alexander Opoku-Danso · 2023 · Journal of Retailing and Consumer Services
75. Delight spirals: the cause and consequence of employee perceived customer delight
    Rebecca Monette Guidice, Donald C. Barnes, Brian R. Kinard · 2020 · Journal of Service Theory and Practice
76. Time lags, non-linearity and asymmetric effects in an extended service-profit chain
    Gregory Strydom, Michael Thomas Ewing, Campbell Heggen · 2020 · European Journal of Marketing
77. Service Priority Climate and Service Performance Among Hospitality Employees: The Role of Emotional Labor and Workload Pressure
    Dana R. Vashdi, Tal Katz‐Navon, Marianna Delegach · 2021 · Cornell Hospitality Quarterly
78. Taking services seriously: New directions in services management theory and research
    S. Pugh, M. Subramony · 2016 · Human Resource Management Review
79. A Search for Missing Links
    Seigyoung Auh, David E. Bowen, Ceyda Aysuna, Bülent Mengüç · 2016 · Journal of Service Research
80. Contextual Distance and the International Strategic Alliance Performance: A Conceptual Framework and a Partial Meta-analytic Test
    Jiatao Li, Li Tian, Guoguang Wan · 2015 · Management and Organization Review
81. THE MEDIATING ROLE OF VIRTUOUSNESS IN HUMAN RESOURCE MANAGEMENT AND JOB OUTCOMES
    Maria Leonor Pires, Francisco Guilherme Nunes · 2018 · Revista de Administração de Empresas
82. Novel Metrics for Improving Professional Fulfillment
    Yumi T. DiAngi, Tzielan Chang Lee, Christine A. Sinsky, Bryan D. Bohman, Christopher Sharp · 2017 · Annals of Internal Medicine
83. When and how employees cross the line for the job in hospitality firms
    Koustab Ghosh · 2022 · International Journal of Hospitality Management
84. Learning from the pioneering founders of the service research field
    David E. Bowen, Raymond P. Fisk, John Bateson, Leonard L. Berry, Mary Jo Bitner, Stephen W. Brown, Richard B. Chase, Bo Edvardsson, Christian Grönroos, A. Parasuraman et al. · 2023 · Journal of service management
85. Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support
    Niharika Gaan, Yuhyung Shin · 2023 · Journal of Retailing and Consumer Services
86. Investigating the impact of service leaders’ competencies, organisational service orientation, network capabilities, and perceived service quality on Umrah travel agencies’ performance
    Diin Fitri Ande, Sari Wahyuni, Ratih Dyah Kusumastuti · 2023 · Journal of Islamic marketing
87. Examining the linkage between managerial ties and firm performance: The mediating role of marketing capabilities and moderation role of industry - A meta-analytic approach
    Abhishek Shukla, Jyoti Varshney, Alok Raj · 2024 · Industrial Marketing Management
88. The service-profit chain in call centre services
    Dorina Chicu, Mireia Valverde, Gerard Anthony Ryan, Rosemary Batt · 2016 · Journal of Service Theory and Practice
89. Multigroup validation of the service quality, customer satisfaction and performance links in higher education
    Tomaž Kolar, Vanja Ida Erčulj, Lidija Weis · 2018 · Service Industries Journal
90. Service Learning, Service Climate, and Service-Based Social Innovation for Sustainability
    Lan Li, Hsin-Chieh Kung, Fu-Sheng Tsai, Chih‐Fang Liu, Kun-Hwa Lu · 2018 · Sustainability
91. Exploring How Employee Sense of Brand Community Affects Their Attitudes and Behavior
    Lina Xiong, Ceridwyn King · 2020 · Journal of Hospitality & Tourism Research
92. The Moderating Role of Tangibility in Synchronous Innovation in Services
    Alexander S. Alexiev, M. J. Janssen, Pim den Hertog · 2018 · Journal of Product Innovation Management
93. Stimulating Customer Citizenship Behavior With Service Climate: The Mediating Role of Customer Psychological Empowerment
    Hailian Qiu, Ning Wang, Minglong Li · 2021 · SAGE Open
94. Interpersonal Conflicts in the Unit Impact the Service Quality Rated by Customers: The Mediating Role of Work-Unit Well-Being
    Miriam Benitez, J. León-Pérez, Alejandro Orgambídez, F. Medina · 2021 · International Journal of Environmental Research and Public Health
95. A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality
    Hugo Palácios, Helena Almeida, Maria José Sousa · 2021 · Sustainability
96. Implementation Science and Employer Disability Practices: Embedding Implementation Factors in Research Designs
    the Hopkinton Conference Working Group on Workplace Disability Prevention, Chris J. Main, Michael K. Nicholas, William S. Shaw, Lois E. Tetrick, Mark G. Ehrhart, Glenn Pransky · 2016 · Journal of Occupational Rehabilitation
97. Linking supportive leadership to satisfaction with care: proposing and testing a service-profit chain inspired model in the context of elderly care
    Ali Kazemi, Tinna Elfstrand Corlin · 2021 · Journal of Health Organization and Management
98. Frontline employee work engagement and customer service evaluations: a conceptual replication
    Yves Van Vaerenbergh, Simon Hazée · 2024 · Journal of service management
99. From diversity to distinction: Exploring the role of diversity and inclusion related to consumer perceptions of company innovativeness and attractiveness
    Lina Jacobsen, Darius‐Aurel Frank, Helle Alsted Søndergaard, Anne O. Peschel · 2025 · Journal of Business Research
100. How do iLead? Validation of a scale measuring active and passive implementation leadership in Swedish healthcare
     Rebecca Mosson, Ulrica von Thiele Schwarz, Henna Hasson, Robert Lundmark, Anne Richter · 2018 · BMJ Open