The boundary spanning of managers within service networks
Tài liệu tham khảo
Adams, 1976, The structure and dynamics of behavior in organizational boundary roles, 1175
Aldrich, 1977, Boundary spanning roles and organization structure, Academy of Management Review, 2, 217, 10.5465/amr.1977.4409044
Ancona, 1992, Bridging the boundary: External activity and performance in organizational teams, Administrative Science Quarterly, 37, 634, 10.2307/2393475
Bell, 2010, Salesperson learning, organizational learning, and retail store performance, Journal of the Academy of Marketing Science, 38, 187, 10.1007/s11747-009-0149-x
Bettencourt, 2003, Role stressors and customer-oriented boundary-spanning behaviors in service organizations, Journal of the Academy of Marketing Science, 31, 394, 10.1177/0092070303255636
Bettencourt, 2005, Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents, Journal of Retailing, 81, 141, 10.1016/j.jretai.2005.03.004
Bowen, 1985, Boundary spanning role employees and the service encounter: Some guidelines for management and research, 127
Brass, 2004, Taking stock of networks and organizations: A multilevel perspective, Academy of Management Journal, 47, 795, 10.2307/20159624
Creswell, 2009
Grewal, 2009, Customer experience management in retailing: An organizing framework, Journal of Retailing, 85, 1, 10.1016/j.jretai.2009.01.001
Grönroos, 2011, Value co-creation in service logic: A critical analysis, Marketing Theory, 11, 279, 10.1177/1470593111408177
Grönroos, 2013, Critical service logic: Making sense of value creation and co-creation, Journal of the Academy of Marketing Science, 41, 133, 10.1007/s11747-012-0308-3
Hayes, 2007, Answering the call for a standard reliability measure for coding data, Communication Methods and Measures, 1, 77, 10.1080/19312450709336664
Henneberg, 2013, Services networks: Concept and research agenda, Industrial Marketing Management, 42, 3, 10.1016/j.indmarman.2012.11.013
Holmlund, 2004, Analyzing business relationships and distinguishing different interaction levels, Industrial Marketing Management, 33, 279, 10.1016/S0019-8501(03)00057-9
Howard, 1997, The management of shopping centres: Conflict or collaboration?, International Review of Retail, Distribution & Consumer Research, 7, 263
Hsieh, 2005, Three approaches to qualitative content analysis, Qualitative Health Research, 15, 1277, 10.1177/1049732305276687
Lavie, 2006, The competitive advantage of interconnected firms: An extension of the resource-based view, Academy of Management Review, 31, 638, 10.5465/amr.2006.21318922
Levy, 2011
Lusch, 1990, Personal differences, job tension, job outcomes, and store performance: A study of retail store managers, Journal of Marketing, 54, 85, 10.1177/002224299005400106
Marrone, 2010, Team boundary spanning: A multilevel review of past research and proposals for the future, Journal of Management, 36, 911, 10.1177/0149206309353945
Möller, 2007, Rise of strategic nets — New modes of value creation, Industrial Marketing Management, 36, 895, 10.1016/j.indmarman.2007.05.016
Netemeyer, 2010, Store manager performance and satisfaction: Effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth, Journal of Applied Psychology, 95, 530, 10.1037/a0017630
Oppewal, 2000, Modifying conjoint methods to model managers' reactions to business environmental trends: An application to modeling retailer reactions to sales trends, Journal of Business Research, 50, 245, 10.1016/S0148-2963(99)00025-9
Rigopoulou, 2012, Information control, role perceptions, and work outcomes of boundary-spanning frontline managers, Journal of Business Research, 65, 626, 10.1016/j.jbusres.2011.03.001
Roberts, 2010, Building retail tenant trust: Neighbourhood versus regional shopping centres, International Journal of Retail & Distribution Management, 38, 597, 10.1108/09590551011057426
Tax, 2013, The service delivery network (SDN): A customer-centric perspective of the customer journey, Journal of Service Research, 16, 454, 10.1177/1094670513481108
Teigland, 2003, Integrating knowledge through information trading: Examining the relationship between boundary spanning communication and individual performance, Decision Sciences, 34, 261, 10.1111/1540-5915.02341
Teller, 2014, Store managers – The seismographs in shopping centres, European Journal of Marketing, 48, 2127, 10.1108/EJM-02-2013-0072
Teller, 2016, The impact of competition and cooperation on the performance of a retail agglomeration and its stores, Industrial Marketing Management, 52, 6, 10.1016/j.indmarman.2015.07.010
Tushman, 1981, Boundary spanning individuals: Their role in information transfer and their antecedents, Academy of Management Journal, 24, 289, 10.2307/255842
Verhoef, 2009, Customer experience creation: Determinants, dynamics and management strategies, Journal of Retailing, 85, 31, 10.1016/j.jretai.2008.11.001
Windahl, 2006, Developing integrated solutions: The importance of relationships within the network, Industrial Marketing Management, 35, 806, 10.1016/j.indmarman.2006.05.010
Woisetschläger, 2016, Why frontline employees engage as idea collectors: An assessment of underlying motives and critical success factors, Industrial Marketing Management, 52, 109, 10.1016/j.indmarman.2015.05.015