{"id":"https://openalex.org/W2075565620","doi":"https://doi.org/10.1108/03090569510080932","title":"A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality","display_name":"A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality","publication_year":1995,"publication_date":"1995-02-01","ids":{"openalex":"https://openalex.org/W2075565620","doi":"https://doi.org/10.1108/03090569510080932","mag":"2075565620"},"language":"en","primary_location":{"id":"doi:10.1108/03090569510080932","doi":"https://doi.org/10.1108/03090569510080932","is_oa":false,"landing_page_url":"https://doi.org/10.1108/03090569510080932","pdf_url":null,"source":{"id":"https://openalex.org/S89389284","display_name":"European Journal of Marketing","issn_l":"0309-0566","issn":["0309-0566","1758-7123"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025893269","display_name":"Christo Boshoff","orcid":"https://orcid.org/0000-0002-8340-2034","observed_orcids":["https://orcid.org/0000-0002-8340-2034"]},"institutions":[{"id":"https://openalex.org/I80281795","display_name":"University of Otago","ror":"https://ror.org/01jmxt844","country_code":"NZ","type":"education","lineage":["https://openalex.org/I80281795"]}],"countries":["NZ"],"is_corresponding":false,"raw_author_name":"Christo Boshoff","raw_affiliation_strings":["Department of Marketing,Otago University, New Zealand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing,Otago University, New Zealand","institution_ids":["https://openalex.org/I80281795"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5041981146","display_name":"Gerhard Mels","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Gerhard Mels","raw_affiliation_strings":["Department of Mathematical Statistics, University of Port Elizabeth, South Africa"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Mathematical Statistics, University of Port Elizabeth, South Africa","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.1468,"has_fulltext":false,"cited_by_count":216,"citation_normalized_percentile":{"value":0.90082645,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":100},"biblio":{"volume":"29","issue":"2","first_page":"23","last_page":"42"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.6420999765396118,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.6420999765396118,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.2639000117778778,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.043699998408555984,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/supervision","display_name":"supervision","score":0.9089999794960022},{"id":"https://openalex.org/keywords/role-stress","display_name":"role stress","score":0.8370000123977661},{"id":"https://openalex.org/keywords/organizational-commitment","display_name":"organizational commitment","score":0.8889999985694885},{"id":"https://openalex.org/keywords/internal-service-quality","display_name":"internal service quality","score":0.9980000257492065},{"id":"https://openalex.org/keywords/insurance-salespeople","display_name":"insurance salespeople","score":0.8920000195503235},{"id":"https://openalex.org/keywords/role-conflict","display_name":"role conflict","score":0.8679999709129333},{"id":"https://openalex.org/keywords/employee-participation","display_name":"employee participation","score":0.8209999799728394},{"id":"https://openalex.org/keywords/supervisor-behavior","display_name":"supervisor behavior","score":0.8040000200271606},{"id":"https://openalex.org/keywords/causal-modeling","display_name":"causal models","score":0.6019999980926514}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6994607448577881},{"id":"https://openalex.org/C83030740","wikidata":"https://www.wikidata.org/wiki/Q267236","display_name":"Organizational commitment","level":2,"score":0.6894005537033081},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5657411217689514},{"id":"https://openalex.org/C11671645","wikidata":"https://www.wikidata.org/wiki/Q5054567","display_name":"Causal model","level":2,"score":0.5479575991630554},{"id":"https://openalex.org/C51167844","wikidata":"https://www.wikidata.org/wiki/Q4422623","display_name":"Latent variable","level":2,"score":0.5257031917572021},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5106273293495178},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.500436544418335},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.453438401222229},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.44402581453323364},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4403533935546875},{"id":"https://openalex.org/C56270706","wikidata":"https://www.wikidata.org/wiki/Q943496","display_name":"Role conflict","level":2,"score":0.4239775538444519},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.25185540318489075},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.1318175494670868},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.06724017858505249},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0},{"id":"https://openalex.org/C142724271","wikidata":"https://www.wikidata.org/wiki/Q7208","display_name":"Pathology","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/03090569510080932","doi":"https://doi.org/10.1108/03090569510080932","is_oa":false,"landing_page_url":"https://doi.org/10.1108/03090569510080932","pdf_url":null,"source":{"id":"https://openalex.org/S89389284","display_name":"European Journal of Marketing","issn_l":"0309-0566","issn":["0309-0566","1758-7123"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Marketing","raw_type":"journal-article"},{"id":"pmh:oai:dspacecris-nc1.mandela.ac.za:10948/2044380","doi":null,"is_oa":false,"landing_page_url":"https://hdl.handle.net/10948/2044380","pdf_url":null,"source":{"id":"https://openalex.org/S7407089438","display_name":"Nelson Mandela University Research Repository","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal Article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.7257999777793884}],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.41999998688697815}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":62,"referenced_works":["https://openalex.org/W143399821","https://openalex.org/W173586128","https://openalex.org/W176131565","https://openalex.org/W207423837","https://openalex.org/W970786996","https://openalex.org/W1485396564","https://openalex.org/W1488407027","https://openalex.org/W1689771227","https://openalex.org/W1967236287","https://openalex.org/W1969067691","https://openalex.org/W1973740440","https://openalex.org/W1977487486","https://openalex.org/W1978376437","https://openalex.org/W1979522819","https://openalex.org/W1982711693","https://openalex.org/W1986888845","https://openalex.org/W1989382178","https://openalex.org/W1989528006","https://openalex.org/W1991698487","https://openalex.org/W1995113941","https://openalex.org/W1995687919","https://openalex.org/W2003097765","https://openalex.org/W2008848828","https://openalex.org/W2012737532","https://openalex.org/W2012968282","https://openalex.org/W2016143549","https://openalex.org/W2019970984","https://openalex.org/W2031726647","https://openalex.org/W2035437184","https://openalex.org/W2040885827","https://openalex.org/W2042634652","https://openalex.org/W2043401200","https://openalex.org/W2047406664","https://openalex.org/W2055231197","https://openalex.org/W2066343366","https://openalex.org/W2069220903","https://openalex.org/W2092668613","https://openalex.org/W2096737362","https://openalex.org/W2106976816","https://openalex.org/W2108761769","https://openalex.org/W2124735989","https://openalex.org/W2125495071","https://openalex.org/W2127437428","https://openalex.org/W2131030427","https://openalex.org/W2155871080","https://openalex.org/W2316110746","https://openalex.org/W2318127665","https://openalex.org/W2318825096","https://openalex.org/W2322051924","https://openalex.org/W2322259141","https://openalex.org/W2326791684","https://openalex.org/W2331650995","https://openalex.org/W2333211090","https://openalex.org/W2335090155","https://openalex.org/W2508351330","https://openalex.org/W2993929793","https://openalex.org/W4244862599","https://openalex.org/W4249161654","https://openalex.org/W4252118620","https://openalex.org/W4254659099","https://openalex.org/W4285719527","https://openalex.org/W4298091299"],"related_works":["https://openalex.org/W146930940","https://openalex.org/W7065640585","https://openalex.org/W4408370575","https://openalex.org/W2003903368","https://openalex.org/W3019403839","https://openalex.org/W2808837150","https://openalex.org/W7216417029","https://openalex.org/W2318825096","https://openalex.org/W2313395384","https://openalex.org/W2300455974"],"abstract_inverted_index":{"Organizational":[0],"research":[1],"has":[2],"shown":[3],"that":[4,18,71,90,108],"certain":[5],"supervisory":[6],"behaviours":[7],"contribute":[8],"to":[9,13,49,60],"an":[10,29,39,112],"environment":[11,124],"conducive":[12],"superior":[14],"job":[15],"performance.":[16],"Hypothesizes":[17],"supervision":[19],"and":[20,54,88,101,132],"role":[21,105],"stress":[22],"influence":[23,82],"the":[24,72,109,129],"internal":[25,85,117],"service":[26,86,118],"quality":[27,119],"of":[28,66,75,111,134],"insurance":[30,68,76,113],"salesforce":[31,114],"through":[32],"their":[33,84,135],"impact":[34],"on":[35,83],"organizational":[36,73,91],"commitment":[37,74,92],"as":[38],"intervening":[40],"variable.":[41],"To":[42],"test":[43],"this":[44],"theory,":[45],"a":[46,64,79,122],"causal":[47],"model":[48],"evaluate":[50],"exogenous":[51],"latent":[52,56],"variables":[53,57],"endogenous":[55],"was":[58],"fitted":[59],"data":[61],"obtained":[62],"from":[63],"sample":[65],"140":[67],"salespeople.":[69],"Reveals":[70],"salespeople":[77],"exerts":[78],"strong,":[80],"positive":[81],"quality,":[87],"establishes":[89],"is":[93],"positively":[94],"influenced":[95,103],"by":[96,104,120],"participation":[97],"in":[98],"decision":[99],"making":[100],"negatively":[102],"conflict.":[106],"Suggests":[107],"management":[110],"can":[115],"enhance":[116],"creating":[121],"working":[123],"where":[125],"employees":[126],"identify":[127],"with":[128],"goals,":[130],"objectives":[131],"values":[133],"organization.":[136]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":9},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":7},{"year":2020,"cited_by_count":10},{"year":2019,"cited_by_count":8},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":13},{"year":2016,"cited_by_count":14},{"year":2015,"cited_by_count":18},{"year":2014,"cited_by_count":13},{"year":2013,"cited_by_count":15},{"year":2012,"cited_by_count":9}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}