The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Employee Behavior in a Service Environment: A Model and Test of Potential Differences between Men and Women
Abstract
The authors examine the attitudes and behaviors of employees who provide frontline service and address the extent to which relationships vary among male and female employees. The overall model predicts effects of role stress and work/nonwork conflict on customer-contact employees’ job performance, job and life satisfaction, and quitting intent. Results of structural equations modeling suggest an important role for work/nonwork conflict overall as well as two areas of interesting variation across gender. Specifically, multisample structural equations analyses suggest that role stress affects female service providers’ job performance more negatively than it does males’, and that job satisfaction is related more highly to quitting intent among males. Overall, results suggest interesting similarities and differences across gender.
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Citations
Cites
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.2307/3151312 · Cited by 109,314
Evaluating structural equation models with unobservable variables and measurement error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800104 · Cited by 109,190
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Development and validation of work–family conflict and family–work conflict scales
Netemeyer, R. G., Boles, J. S., & McMurrian, R. (1996) · Journal of Applied Psychology · doi:10.1037/0021-9010.81.4.400 · Cited by 3,864
Self-citationBrown, S. P., & Leigh, T. W. (1996) · Journal of Applied Psychology · doi:10.1037/0021-9010.81.4.358 · Cited by 1,460
Gender differences in work-family conflict
Duxbury, L. E., & Higgins, C. A. (1991) · Journal of Applied Psychology · doi:10.1037/0021-9010.76.1.60 · Cited by 782
Iacobucci, D., & Ostrom, A. (1993) · Journal of Consumer Psychology · doi:10.1016/s1057-7408(08)80017-4 · Cited by 324
Cited by
A Meta-Analysis of Work Demand Stressors and Job Performance: Examining Main and Moderating Effects
GILBOA, S., SHIROM, A., FRIED, Y., & COOPER, C. (2008) · Personnel Psychology · doi:10.1111/j.1744-6570.2008.00113.x · Cited by 1,072
Shockley, K. M., Shen, W., DeNunzio, M. M., Arvan, M. L., & Knudsen, E. A. (2017) · Journal of Applied Psychology · doi:10.1037/apl0000246 · Cited by 451
IT‐based services and service quality in consumer banking
Zhu, F. X., Wymer, W., & Chen, I. (2002) · International Journal of Service Industry Management · doi:10.1108/09564230210421164 · Cited by 406
Sabherwal, R., & Becerra‐Fernandez, I. (2003) · Decision Sciences · doi:10.1111/1540-5915.02329 · Cited by 382
Guilt appeals: persuasion knowledge and charitable giving
Hibbert, S., Smith, A., Davies, A., & Ireland, F. (2007) · Psychology & Marketing · doi:10.1002/mar.20181 · Cited by 300
Metadata
- Authors
- Babin, B. J., & Boles, J. S.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1998-04
- Volume
- 62
- Issue
- 2
- Pages
- 77-91
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2022551388
- Cited by
- 694
- References
- 8
- FWCI
- 21.54
- Type
- journal article
- Language
- en
- Open access
- closed
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- Babin, B. J., & Boles, J. S. (1998). Employee Behavior in a Service Environment: A Model and Test of Potential Differences between Men and Women. Journal of Marketing. https://doi.org/10.1177/002224299806200206
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
