Construct · 1 fields · 1 citations

employee-customer linkage: a standalone construct

One name. One construct. A landmark on the map.

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Services marketing

the finding that employees' reports of service climate and practices in a unit correlate with that unit's customers' perceptions of service quality.

In services marketing, employee-customer linkage refers to the finding that employees' reports of service climate and practices in a unit correlate with that unit's customers' perceptions of service quality. This meaning comes from Schneider (1985) in Journal of Applied Psychology.[1]

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Nearby constructs

climate3 fields · 3 citationsjingle · one word, three constructs linkage4 fields · 6 citationsjingle · one word, four constructs quality6 fields · 13 citationsjingle · one name, six constructs

References

Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70(3), 423-433. https://doi.org/10.1037/0021-9010.70.3.423

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