Unstructured Zitierung

Adler, P.S., Borys, B. (1996), “Two Types of Bureaucracy: Enabling and Coercive”, Administrative Science Quarterly, 41: 61-89.

https://doi.org/10.2307/2393986

Unstructured Zitierung

Ahearne, M., Mathieu, J., Rapp, A. (2005), “To Empower or Not To Empower Your Sales Force? An Empirical Examination of the Influence of Leadership Empowerment Behavior on Customer Satisfaction and Performance”, Journal of Applied Psychology, 90(5): 945-955.

https://doi.org/10.1037/0021-9010.90.5.945

Unstructured Zitierung

Allen, J.A., Pugh, S.D., Grandey, A.A., Groth, M. (2010), “Following Display Rules in Good or Bad Faith? Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship”, Human Performance, 23(2): 101-115.

https://doi.org/10.1080/08959281003621695

Unstructured Zitierung

Bandura, A. (1977), “Self-Efficacy: Toward a Unifying Theory of Behavioral Change”, Psychological Review, 84(2): 191-215.

https://doi.org/10.1037/0033-295X.84.2.191

Unstructured Zitierung

Baum, T. (2015), “Human Resources in Tourism: Still Waiting for Change?-A 2015 Reprise”, Tourism Management, 50: 204-212,

https://doi.org/10.1016/j.tourman.2015.02.001

Unstructured Zitierung

Bolton, N.R., Gustafsson, A., McColl-Kennedy, Sirianni, N.J., Tse, D.K. (2014), “Small Details That Make Big Differences: A Radical Approach to Consumption Experience as A Firm’s Differentiating Strategy”, Journal of Service Management, 25(2): 253-274.

https://doi.org/10.1108/JOSM-01-2014-0034

Unstructured Zitierung

Bowen, D.E. (2016), “The Changing Role of Employees in Service Theory and Practice: An Interdisciplinary View”, Human Resource Management Review, 26(1): 4-13.

https://doi.org/10.1016/j.hrmr.2015.09.002

Unstructured Zitierung

Brady, M.K., Cronin Jr, J.J. (2001), “Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors”, Journal of Service Research, 3(3): 241-251.

https://doi.org/10.1177/109467050133005

Unstructured Zitierung

Briscoe, F. (2007), “From Iron Cage to Iron Shield? How Bureaucracy Enables Temporal Flexibility for Professional Service Workers”, Organization Science, 18: 297-314.

https://doi.org/10.1287/orsc.1060.0226

Unstructured Zitierung

Brown, T.J., Mowen, J.C., Donavan, T. Licata, J.W. (2002), “The Customer Orientation of Service Workers: Personality Trait Determinants and Effects on Self- and Supervisor Performance Ratings”, Journal of Marketing Research, 39: 110-119.

https://doi.org/10.1509/jmkr.39.1.110.18928

Unstructured Zitierung

Butera, F. (2015), “Il Change Management Strutturale: Approccio, Metodi e Casi”, Studi Organizzativi, 2: 135-163.

Unstructured Zitierung

Butera, F. (2013), “Service professions. Le Professioni dei Servizi nelle Organizzazioni come Fattore Chiave per la Competitività e Contro la Disoccupazione”, Studi Organizzativi, 2: 91-136.

Unstructured Zitierung

Churchill, G.A. (1991), Marketing research: Methodological foundation, 5th ed. New York, The Dryden Press.

Unstructured Zitierung

Damanpour, F., Walker, R.M., Avellaneda, C.N. (2009), “Combinative Effects of Innovation Types and Organizational Performance: A Longitudinal Study of Service Organizations”, Journal of Management Studies, 46(4): 650-675.

https://doi.org/10.1111/j.1467-6486.2008.00814.x

Unstructured Zitierung

De Jong, M.G., Pieters, R., Fox, J.P. (2010), “Reducing Social Desirability Bias Through Item Randomized Response: An Application to Measure Underreported Desires”, Journal of Marketing Research, 47(1): 14-27.

https://doi.org/10.1509/jmkr.47.1.14

Unstructured Zitierung

Del Chiappa, G., Andreu, L., Gallarza, G.M. (2014), “Emotions and Visitors’ Satisfaction at a Museum”, International Journal of Culture, Tourism and Hospitality Research, 8(4), 420-431.

https://doi.org/10.1108/IJCTHR-03-2014-0024

Unstructured Zitierung

Della Torre, E. (2011), “Empowerment e Intensificazione? Gli Effetti dei Nuovi Sistemi di Lavoro sui Lavoratori”, Studi Organizzativi, 2, 45-75.

Unstructured Zitierung

Deshpandé, R., Farley, J.U., Webster Jr, F.E. (1993), “Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis”, Journal of Marketing, 23-37.

https://doi.org/10.1177/002224299305700102

Unstructured Zitierung

DeVellis, R.F. (2003), Scale development: theory and applications, 2nd ed, Thousand Oaks, CA, Sage Publications.

Unstructured Zitierung

Eisenberger, R., Huntington, R., Hutchison, S., Sowa, D. (1986), “Perceived Organizational Support”, Journal of Applied Psychology, 71: 500-507.

https://doi.org/10.1037/0021-9010.71.3.500

Unstructured Zitierung

Evans, N.G. (2016), “Sustainable Competitive Advantage in Tourism Organizations: A Strategic Model Applying Service Dominant Logic and Tourism’s Defining Characteristics”, Tourism Management Perspectives, 18, 14-25.

https://doi.org/10.1016/j.tmp.2015.12.015

Unstructured Zitierung

Falk, J.H., Dierking, L.D. (2016), The museum experience revisited, Routledge.

https://doi.org/10.4324/9781315417899

Unstructured Zitierung

Foss, N.J. (2011), “Invited Editorial: Why Micro-Foundations for Resource-Based Theory Are Needed and What They May Look Like”, Journal of Management, 37(5): 1413-1428.

https://doi.org/10.1177/0149206310390218

Unstructured Zitierung

Heinonen, K., Strandvik, T., Mickelsson, K.-J., Edvardsson, B., Sundström, E. Andersson, P. (2010), “A Customer Dominant Logic of Service”, Journal of Service Management, 21(4): 531-548.

https://doi.org/10.1108/09564231011066088

Unstructured Zitierung

Hennig-Thurau, T. (2004), “Customer Orientation of Service Employees: Its Impact on Customer Satisfaction, Commitment, and Retention”, International Journal of Service Industry Management, 15(5): 460-478.

https://doi.org/10.1108/09564230410564939

Unstructured Zitierung

Hooper-Greenhill, E. (2000), Museums and the interpretation of visual culture, London: Routledge.

Unstructured Zitierung

Jaworski, B.J., Kohli, A.K. (1993), “Market Orientation: Antecedents and Consequences”, Journal of Marketing, 53-70.

https://doi.org/10.1177/002224299305700304

Unstructured Zitierung

Juillerat, T.L. (2010), “Friends, not Foes? Work Design and Formalization in the Modern Work Context”, Journal of Organizational Behavior, 31(2‐3): 216-239.

https://doi.org/10.1002/job.654

Unstructured Zitierung

Kennedy P. (1985), A guide to econometrics, Cambridge, MA, MIT Press.

Unstructured Zitierung

Kim, W.G., Leong, J.K., Lee, Y.K. (2005), “Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving in a Casual Dining Chain Restaurant”, International Journal of Hospitality Management, 24(2): 171-193.

https://doi.org/10.1016/j.ijhm.2004.05.004

Unstructured Zitierung

Kim, W., Ok, C. (2010), “Customer Orientation of Service Employees and Rapport: Influences on Service-Outcome Variables in Full-Service Restaurants”, Journal of Hospitality & Tourism Research, 34(1): 34-55.

https://doi.org/10.1177/1096348009344234

Unstructured Zitierung

Kossek, E.E., Pichler, S., Bodner, T., Hammer, L.B. (2011), “Workplace Social Support and Work–Family Conflict: A Meta‐Analysis Clarifying the Influence of General and Work–Family‐Specific Supervisor and Organizational Support”, Personnel Psychology, 64(2): 289-313,

https://doi.org/10.1111/j.1744-6570.2011.01211.x

Unstructured Zitierung

Kurtessis, J.N., Eisenberger, R., Ford, M.T., Buffardi, L.C., Stewart, K.A., Adis, C.S. (2017), “Perceived Organizational Support: A Meta-Analytic Evaluation of Organizational Support Theory”, Journal of Management, 43(6): 1854-1884.

https://doi.org/10.1177/0149206315575554

Unstructured Zitierung

Lane, B. (1991), “Sustainable Tourism: A New Concept for the Interpreter”, Interpretation Journal, 49: l-4.

Unstructured Zitierung

Lovelock, C., Wirtz, J. (2007), Services marketing: People, technology, strategy (6th ed.). Upper Saddle River, New Jersey: Prentice Hall.

Unstructured Zitierung

Moscardo, G. (1996), “Mindful Visitors: Heritage and Tourism”, Annals of Tourism Research, 23(2): 376-397.

https://doi.org/10.1016/0160-7383(95)00068-2

Unstructured Zitierung

Neter, J., Wasserman, W., Kutner, M.H. (1990), Applied linear statistical models: Regression, analysis of variance and experimental design, Chicago, Irwin.

Unstructured Zitierung

Oliver, C. (1991), “Strategic Responses to Institutional Processes”, Academy of Management Review, 16(1): 145-179.

https://doi.org/10.5465/amr.1991.4279002

Unstructured Zitierung

Park, S.Y., Vargo, S.L. (2012), “The Service-Dominant Logic Approach to Tourism Marketing Strategy”, Strategic Marketing in Tourism Services, 231: 231-246.

Unstructured Zitierung

Pine, B.J., Gilmore, J.H. (1998), “Welcome to the Experience Economy”, Harvard Business Review, 76: 97-105.

Unstructured Zitierung

Raub, S., Liao, H. (2012), “Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance”, Journal of Applied Psychology, 97(3): 651-667.

https://doi.org/10.1037/a0026736

Unstructured Zitierung

Shaw, G., Bailey, A., Williams, A. (2011), “Aspects of Service-Dominant Logic and Its Implications for Tourism Management: Examples from the Hotel Industry”, Tourism Management, 32(2): 207-214.

https://doi.org/10.1016/j.tourman.2010.05.020

Unstructured Zitierung

Siu, N.Y.M., Zhang, T.J.F., Dong, P., Kwan, H.Y. (2013), “New Service Bonds and Customer Value in Customer Relationship Management: The Case of Museum Visitors”, Tourism Management, 36: 293-303.

https://doi.org/10.1016/j.tourman.2012.12.001

Unstructured Zitierung

Slater, S.F., Narver, J.C. (1995), “Market Orientation and the Learning Organization”, Journal of Marketing, 63-74.

https://doi.org/10.1177/002224299505900306

Unstructured Zitierung

Spector, P.E. (1994), “Using Self‐Report Questionnaires in OB Research: A Comment on the Use of a Controversial Method”, Journal of Organizational Behavior, 15(5): 385-392.

https://doi.org/10.1002/job.4030150503

Unstructured Zitierung

Van Teijlingen, E., Hundley, V. (2002), “The Importance of Pilot Studies”, Nursing Standard, 16(40): 33-36.

https://doi.org/10.7748/ns.16.40.33.s1

Unstructured Zitierung

Vargo, S.L., Lusch, R. F. (2017), “Service-Dominant Logic 2025”, International Journal of Research in Marketing 34: 46-67.

https://doi.org/10.1016/j.ijresmar.2016.11.001

Unstructured Zitierung

Vargo, S.L., Lusch, R.F. (2004), “Evolving to a New Dominant Logic for Marketing”, Journal of Marketing, 68(1): 1-17.

https://doi.org/10.1509/jmkg.68.1.1.24036

Unstructured Zitierung

Vargo, S.L., Lusch, R.F. (2016), “Institutions and Axioms: An Extension and Update of Service-Dominant Logic”, Journal of the Academy of Marketing Science, 44(1): 5-23.

https://doi.org/10.1007/s11747-015-0456-3

Unstructured Zitierung

Wirtz, J., Jerger, C. (2017), “Managing Service Employees: Literature Review, Expert Opinions, and Research Directions”, The Service Industries Journal, 36(15-16): 757-788.

https://doi.org/10.1080/02642069.2016.1278432