search query: @indexterm Service management / total: 228
references: 35-44 / 228
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35.
The cross-level effects of culture and climate in human service teams
Journal of Organizational Behavior
2002 : SEP, VOL. 23:6, p. 767-794
 2002 Glisson, C.
James, L. R.
36.
The poor in the financial market: changes in the use of financial products, institutions, and services from 1995 to 1998
Journal of Consumer Policy
2002 : JUN, VOL. 25:2, p. 203-231
 2002 Lee, J.
37.
The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age of relationship matter?
Journal of the Academy of Marketing Science
2002 : SUMMER, VOL. 30:3, p. 202-216
 2002 Verhoef, P. C.
Franses, P. H.
Hoekstra, J. C.
38.
Managing customer services: human resource practices, quit rates, and sales growth
Academy of Management Journal
2002 : JUN, VOL. 45:3, p. 587-597
 2002 Batt, R.
39.
The mismanagement of customer loyalty
Harvard Business Review
2002 : JUL, VOL. 80:7, p. 86-94
 2002 Reinartz, W.
Kumar, V.
40.
Performance in product versus service supplier relationships
Journal of Business-to-Business Marketing
2002 : VOL. 9:1, p. 27-47
 2002 Anselmi, K.
Frankel, R.
Whipple, J. M.
41.
Cutting Corners and Working Overtime: Quality Erosion in the Service Industry
Management Science
2001 : JUL, VOL. 47:7, p. 894-914
 2001 Oliva, R.
Sterman, J. D.
42.
Service with a smile: emotional contagion in the service encounter
Academy of Management Journal
2001 : OCT, VOL. 44:5, p. 1018-1027
 2001 Pugh, S. D.
43.
Can good citizens lead the way in providing quality service? A field quasi experiment
Academy of Management Journal
2001 : OCT, VOL. 44:5, p. 988-995
 2001 Hui, C.
Lam, S. S. K.
Schaubroeck, J.
44.
Managing impressions with information: a field study of organizational realities
Journal of Applied Behavioral Science
2001 : JUN, VOL. 37:2, p. 180-204
 2001 Cady, S. H.
Fandt, P. M.
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