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Social media managers’ customer orientation, service climate and social media followers’ willingness to pay: moderated mediation model with triadic data

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Leaders' individualized consideration, team commitment and patient loyalty: The role of social and task‐related contexts

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Developing service climate in local vs. foreign firms in smaller Asian emerging markets: a resource-based and social exchange perspective

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Estimating Group-Level Relationships: General Recommendations and Considerations for the Use of Intraclass Correlation Coefficients

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Employee Engagement and Perceived Financial Performance: A Serene Insight

Iddagoda, A., & Gunawardana, K. D. (2017) · International Business Research · doi:10.5539/ibr.v10n12p88 · Cited by 15

Customer gratitude expressions and FLEs’ prosocial behavior: insights from delighted customers

Tremblay, M. (2024) · Journal of Services Marketing · doi:10.1108/jsm-03-2024-0105 · Cited by 13

Change in unit‐level job attitudes following strategic interventions: A meta‐analysis of longitudinal studies

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The impact of service climate on gratitude in driving customer outcomes

Qi, J. M., Peng, Y. M., Lowman, G. H., & He, X. (2022) · Journal of Services Marketing · doi:10.1108/jsm-12-2021-0458 · Cited by 14

A meta-analytic investigation of the organizational identification – Job performance relationship in the frontlines

Lee, N. Y., Zablah, A. R., & Noble, S. M. (2023) · Journal of Retailing · doi:10.1016/j.jretai.2023.07.003 · Cited by 14

Employee Turnover in International Brand Hotels in Russia: A Comparison of Nationals and Foreign Nationals

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Organizational performance focused on users’ quality of life: The role of service climate and “contribution-to-others” wellbeing beliefs

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How is leadership behavior associated with organization-related variables? Translation and psychometric evaluation of the implementation leadership scale in German primary healthcare

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Contextualizing Ethical Climate: Examining Contextual Moderators of the Connection Between Ethical Climate Perceptions and Ethical Behavior

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Relative Effects of Leadership and Technology on Bank Employees’ Job Outcomes

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The effect of hospitality conference messaging on employee job responses

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Organisational readiness to participate in a labelled product service cluster: a structural equation model analysis

Jamai, K., Gellynck, X., Abidar, A., & Steur, H. D. (2022) · The International Food and Agribusiness Management Review · doi:10.22434/ifamr2021.0124 · Cited by 12

A store-level analysis of frontline employees as enhancers of store loyalty

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Volunteers’ satisfaction with the voluntary association: exploring the role of service climate, organizational identification, and understanding motivation

Toscano, F., & Zappalà, S. (2023) · Current Psychology · doi:10.1007/s12144-023-05475-3 · Cited by 12

Techno-Service-Profit Chain: The Impacts of IoT-Enabled Algorithmic Customer Service Systems from an Interdisciplinary Perspective

Chen, L., Hsieh, J. J. P.-A., & Chan, K. W. (2024) · MIS Quarterly · doi:10.25300/misq/2023/16664 · Cited by 12

Do personal values matter? The effects of personal values on hospitality employees’ service climate perceptions

Saito, H., Solnet, D., Robinson, R. N. S., & Paulsen, N. (2021) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2021.03.016 · Cited by 11

The roles of justice climates on high-investment human resource system and unit/individual performance relationships

Takeuchi, R., Way, S. A., Guo, N., & Tian, A. W. (2021) · The International Journal of Human Resource Management · doi:10.1080/09585192.2021.2003844 · Cited by 11

The Influence of Servant Leadership on Internal Career Success: An Examination of Psychological Climates and Career Progression Expectations

Ghahremani, H., Lemoine, G. J., & Hartnell, C. A. (2024) · Journal of Leadership & Organizational Studies · doi:10.1177/15480518241248217 · Cited by 11

Value Co-Creation in Fitness Centers

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Understanding Customers’ Continuance Intentions Toward In-Lobby Self-Service Technologies

Li, M., & Huang, S. (2019) · Frontiers in Psychology · doi:10.3389/fpsyg.2019.00332 · Cited by 11

Interactive effects of organizational goal orientations on bank-employee’s behavior

Yoo, J., & Jung, Y. (2019) · International Journal of Bank Marketing · doi:10.1108/ijbm-08-2017-0177 · Cited by 11

Strategic human resource development in times of business and economic uncertainty: the case of Greek banks

Mitsakis, F. (2021) · European journal of training and development · doi:10.1108/ejtd-03-2021-0038 · Cited by 11

Mapping journey of human resource management practices and service quality: a systematic review and bibliometric analysis

Kaushal, N., Kaurav, R. P. S., Jha, M. K., Ghalawat, S., & Kaswan, M. S. (2025) · Benchmarking An International Journal · doi:10.1108/bij-01-2024-0063 · Cited by 10

Service climate in knowledge-intensive, internal service settings

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Policy for promoting analytic rigor in intelligence: professionals’ views and their psychological correlates

Mandel, D. R., Hendriks, T., & Irwin, D. (2021) · Intelligence and national security · doi:10.1080/02684527.2021.1999621 · Cited by 7

The Influence of Client Attributes and Organizational Climate on Tax Professionals

Hageman, A. M., & Fisher, D. G. (2016) · Emerald Group Publishing Limited eBooks · doi:10.1108/s1574-076520160000020002 · Cited by 10

Relationship between leadership behaviors and HRM practices: Causal, joint, substitute or strengthen effect?

Kui, Y., Leni, C., Zhen, W., Peng, J., & Haoying, X. (2018) · Advances in Psychological Science · doi:10.3724/sp.j.1042.2018.00144 · Cited by 10

Organizational Climate in the Work Setting

Ehrhart, M. G., & Kuenzi, M. L. (2015) · Elsevier eBooks · doi:10.1016/b978-0-08-097086-8.22016-3 · Cited by 10

Exploring the Role of Team Security Climate in the Implementation of Security by Design: A Case Study in the Defense Sector

Prudjinski, M., Hadar, I., & Luria, G. (2024) · IEEE Transactions on Software Engineering · doi:10.1109/tse.2024.3374114 · Cited by 9

Going Beyond the Conventional Service Profit Chain Model

Zeglat, D., Shrafat, F. D., & Al-Gasawneh, J. A. (2024) · SAGE Open · doi:10.1177/21582440241254592 · Cited by 9

A Shared Human Resources Change Initiative: What Influences (in)Effectiveness?

Flinchbaugh, C. L., Ishqaidef, G., & Chadwick, C. (2020) · Journal of Change Management · doi:10.1080/14697017.2020.1758748 · Cited by 11

Investigating the employee–customer relationship in a utilitarian context

Kearney, T., Coughlan, J. P., & Kennedy, A. (2021) · Journal of Marketing Management · doi:10.1080/0267257x.2021.1910329 · Cited by 9

Understanding organization-customer links in a service setting in Russia

Ashill, N. J., Abu-Elsamen, A. A., Gibbs, T., & Semaan, R. W. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.102949 · Cited by 9

Links between the Spiritual Intelligence of the Leader and an Organization’s Service Quality: a Theoretical Approach

Šilingienė, V., & Škėrienė, S. (2016) · Engineering Economics · doi:10.5755/j01.ee.27.1.8863 · Cited by 9

The right fit: how the alignment between customer orientation and service climate boosts employee commitment and customer loyalty

Tremblay, M., & Parent‐Rocheleau, X. (2025) · European Journal of Marketing · doi:10.1108/ejm-11-2022-0792 · Cited by 8

Correlation-Based Meta-Analytic Structural Equation Modeling: Effects of Parameter Covariance on Point and Interval Estimates

Cheung, S. F., Sun, R. W., & Chan, D. K. ‐. (2018) · Organizational Research Methods · doi:10.1177/1094428118770736 · Cited by 8

Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions

Kotzé, T., & Mostert, P. G. (2021) · Services Marketing Quarterly · doi:10.1080/15332969.2020.1830638 · Cited by 8

Development and Validation of a Pioneer Scale on Service Leadership Behavior in the Service Economies

Shek, D. T. L., Dou, D., & Lawrence, K. (2019) · Frontiers in Psychology · doi:10.3389/fpsyg.2019.01770 · Cited by 8

Is adding resources always beneficial? Multiplicative impact of psychological capital and goal-oriented climate on Spanish public worker satisfaction and engagement

Díaz-Fúnez, P. A., Cardella, G. M., Hernández-Sánchez, B. R., García, J. C. S., & Mañas-Rodríguez, M. Á. (2024) · Frontiers in Psychology · doi:10.3389/fpsyg.2024.1418409 · Cited by 7

Do women customers love to talk about financial brands? An empirical evidence on the mediated service responsiveness and brand sincerity in creating a positive word of mouth

Zaman, U., Bolia, B., & Anjam, M. (2021) · Cogent Business & Management · doi:10.1080/23311975.2021.1945426 · Cited by 8

Competence Development and Collaborative Climate as Antecedents of Job Performance, Job Commitment and Uncertainty: Validation of a Theoretical Model across Four Hospitals

Jensen, M. T., Øygarden, O., Mikkelsen, A., & Olsen, E. (2022) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph20010425 · Cited by 8

A mixed methods examination of teachers' use of bias‐reduction strategies to increase relational equity and the role of the implementation context

Gaias, L. M., Duong, M. T., Corbin, C. M., Cook, C. R., Deveau, M., Kyoyetera, P., & Wood, O. (2024) · Psychology in the Schools · doi:10.1002/pits.23251 · Cited by 8

Service Management Strategic Mindsets: That Create Positive Customer and Employee Experiences

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Crossing the domain: Unintended consequences of safety and service climates.

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Enabling a culture for IT services; the role of the IT infrastructure library

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Emotional Labor Work Attributes and Emotional Labor Climate: Toward Contextualizing the Study of Emotional Labor

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A meta-analysis of mediating mechanisms between employee reports of human resource management and employee performance: different pathways for descriptive and evaluative reports?

Meijerink, J., Beijer, S. E., & Bos-Nehles, A. C. (2022) · Routledge eBooks · doi:10.4324/9781003344544-7 · Cited by 7

Development of technology and service thinking for technical personnel: Action research at a Japanese monitor maker

Shirahada, K., Belal, H. M., & Takahashi, N. (2015) · Technology in Society · doi:10.1016/j.techsoc.2015.05.005 · Cited by 7

A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes

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The Effects of Internal Marketing Climate On Hotel Effectiveness and Competitive Excellence

Way, S. A., Chan, E. K., & Sturman, M. C. (2023) · Cornell Hospitality Quarterly · doi:10.1177/19389655231214737 · Cited by 6

A retrospective study of knowledge management for integrated resorts (IRs) crisis preparedness

Zhang, S., Hsu, F., & Zhang, Y. (2022) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-01-2022-0132 · Cited by 6

Exploring the Impact of Front-Line Employees’ Extra Role Behavior on Student Loyalty and Retention in a Semi-Government University in the UAE

Alshamsi, A., Al-Hawari, M. A., Aderibigbe, S. A., Omar, M. T., & Alotaibi, E. (2023) · Education Sciences · doi:10.3390/educsci13100997 · Cited by 6

Picking Sides: Relational Identification as a Moderator of Service Employee Reactions to Unfair Customer Treatment

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Reliability and Validity of the Japanese Version of the Implementation Leadership Scale for Nurse Managers and Staff Nurses: A Cross-Sectional Study

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Organisationsklima und Organisationskultur

Nerdinger, F. W. (2011) · Springer-Lehrbuch · doi:10.1007/978-3-642-16972-4_11 · Cited by 6

Leveraging employee creativity through high performance work systems:a multilevel perspective

Martinaitytė, I. (2014) · Aston Publications Explorer (Aston University) · doi:10.48780/publications.aston.ac.uk.00024369 · Cited by 6

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The impact of underdog expectations on hospitality employees’ service performance

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The effect of proactive customer service performance on employee work engagement: a moderated dual-path model in spillover perspective

Liu, B., Yun, J., & Zhao, J. (2025) · Tourism Review · doi:10.1108/tr-08-2024-0718 · Cited by 5

Toward a Marketing Perspective on How ‘Active Employees’ Create Valuable Human Resource Management Outcomes: The Role of HRM Consumption and Psychological Ownership

Meijerink, J., & Bos-Nehles, A. C. (2017) · Springer eBooks · doi:10.1007/978-3-319-70247-6_9 · Cited by 5

.80 and Beyond: Recommendations for Disattenuating Correlations

Burke, M. J., Landis, R. S., & Burke, M. I. (2014) · Industrial and Organizational Psychology · doi:10.1017/s1754942600006830 · Cited by 5

Virtuous cycles of service quality: an empirical test

Rosenzweig, E. D., Queenan, C., & Kelley, K. (2018) · International Journal of Operations & Production Management · doi:10.1108/ijopm-11-2017-0678 · Cited by 5

A model and empirical examination of influencing factors of customer satisfaction and service performance through interactional quality

Habib, M. D., & Attiq, S. (2020) · Business & Economic Review · doi:10.22547/ber/12.1.6 · Cited by 5

O desempenho organizacional no setor público de ensino sob a ótica das capacidades organizacionais: um estudo de caso

Cecilio, V. (2022) · Revista do Serviço Público · doi:10.21874/rsp.v73.i1.4525 · Cited by 5

A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research

Hall, K. K. L., Michel, E. J., Kepes, S., Qi, J., Weinzimmer, L. G., Wheeler, A. R., & Leon, M. R. (2023) · Journal of service management · doi:10.1108/josm-07-2022-0229 · Cited by 5

RESTORAN İŞLETMELERİNDE ETİK LİDERLİK VE ÖRGÜTSEL BAĞLILIK: SERVİS İKLİMİNİN ROLÜ

Eşitti, B. (2019) · Trakya Üniversitesi sosyal bilimler dergisi/Trakya Üniversitesi Sosyal Bilimler dergisi · doi:10.26468/trakyasobed.416709 · Cited by 5

Is Seeing Eye to Eye Always Beneficial? How and When (Dis)agreement on Service Climate Influences Store Turnover and Sales Performance

Tremblay, M. (2019) · Journal of Service Research · doi:10.1177/1094670519885442 · Cited by 5

Organisationsklima und Organisationskultur

Nerdinger, F. W. (2018) · Springer-Lehrbuch · doi:10.1007/978-3-662-56666-4_11 · Cited by 5

Measuring & Managing Patient Satisfaction: Implementing Customer-Focused Strategy in Healthcare Using Patient Satisfaction Strategy Maps (PSSM)Preprint

Mittal, V. (2016) · SSRN Electronic Journal · doi:10.2139/ssrn.2756196 · Cited by 5

Authentic leadership as an energy booster for service creativity: The mediating role of access to strategic information and the moderating role of work passion

Yasin, R., Atif, M., & Ribeiro, N. M. P. (2026) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2026.104606 · Cited by 4

Factors and Mechanism Influencing Client Experience of Residential Integrated Health and Social Care for Older People: A Qualitative Model in Chinese Institutional Settings

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Service-oriented HRP bundles and team performance: A team-level serial mediation model

Lin, Q., Peng, J.-C., & Lin, L. (2024) · Heliyon · doi:10.1016/j.heliyon.2024.e34158 · Cited by 4

Perceived service climate and in-role and extra-role service performance: a moderated mediation model of work engagement and perceived overqualification

Jin, D., Yao, X., Liu, B., Wang, S., & Wen, Z. (2025) · Current Psychology · doi:10.1007/s12144-024-07237-1 · Cited by 4

Individualized employee engagement or collaborative employee relations: insights on leadership strategies to manage employees in the UK market

Mohanty, S. (2018) · Problems and Perspectives in Management · doi:10.21511/ppm.16(3).2018.29 · Cited by 4

Strategic Climate Research

Schneider, B. N. (2020) · Oxford University Press eBooks · doi:10.1093/oso/9780190939717.003.0008 · Cited by 4

Strategic assets or second‐class citizens? Teaching‐focused faculty in business schools

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A Parallel Mediator Model to Explain the Organizational Performance Oriented to the Quality of Life of People with Intellectual Disabilities: The Employees and Family Members Perspectives

Estreder, Y., Sadi, M. W., Martínez‐Tur, V., Zappalà, S., & Moliner, C. (2024) · Applied Research in Quality of Life · doi:10.1007/s11482-024-10389-8 · Cited by 3

Revisiting the Service-Profit Chain: A Conceptual Integration of Employee Experience and Engagement for the Contemporary Workforce

Iyer, R., Malik, A., Thite, M., & De, S. (2026) · Australasian Marketing Journal (AMJ) · doi:10.1177/14413582261442610 · Cited by 3

Climate for Feedback

Schneider, B. N., & Ledford, G. E. (2020) · Oxford University Press eBooks · doi:10.1093/oso/9780190942878.003.0011 · Cited by 3

THE IMPORTANCE OF CUSTOMERS AND EMPLOYEES IN THE MUSLIM-FRIENDLY HOTELS: A REVIEW AND PROPOSED MODEL

Yusof, N. A. M., Jusoh, W. J. W., & Hashim, K. S. H. (2020) · Journal of Tourism Hospitality and Environment Management · doi:10.35631/jthem.518002 · Cited by 3

Characterization of multilevel influences of mental health care transitions: a comparative case study analysis

Dickson, K. S., Sklar, M., Chen, S. Z., & Kim, B. (2022) · BMC Health Services Research · doi:10.1186/s12913-022-07748-2 · Cited by 3

A power-with versus power-over framework of leadership behaviors, employee expectations, and employee creativity: A meta-analysis

Wei, H., Wu, B., Park, H., & Bilimoria, D. (2023) · Journal of General Management · doi:10.1177/03063070231167221 · Cited by 3

A critical review of service climate role in customer experiences

Almeida, P. (2024) · The International Journal of Organizational Analysis · doi:10.1108/ijoa-07-2023-3887 · Cited by 1

Promoting the effectiveness of Social Economy Organisations: a proposal based on identity management

Nunes, F. G., Martins, L., & Lopes, A. (2020) · REVESCO Revista de Estudios Cooperativos · doi:10.5209/reve.69180 · Cited by 3

伦理导向人力资源管理实践的跨层次作用机制:基于社会情境与社会认知理论

Chen, S., ZHANG, G., & Wenxing, L. I. U. (2020) · Advances in Psychological Science · doi:10.3724/sp.j.1042.2020.01800 · Cited by 3

The hybrid identity of micro enterprises

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The paradoxical effects of high involvement work practices on employees and service outcomes: a trichromatic perspective

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Influence of Leadership Emotional Intelligence on Employee Job Engagement and Performance: Examining the Mediating Role of Service Climate and Psychological Capital

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How does team service climate cultivate employees' improvisation ability in hospitality? A broaden-and-build theory perspective

Huang, Y., Wen, T., & Jiao, Y. (2025) · Tourism Management · doi:10.1016/j.tourman.2025.105340 · Cited by 2

Steuerung der Dienstleistungsqualität

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