{"id":"https://openalex.org/W2114295589","doi":"https://doi.org/10.1002/jpoc.21113","title":"Developing Dedicated Service Employees","display_name":"Developing Dedicated Service Employees","publication_year":2013,"publication_date":"2013-07-01","ids":{"openalex":"https://openalex.org/W2114295589","doi":"https://doi.org/10.1002/jpoc.21113","mag":"2114295589"},"language":"en","primary_location":{"id":"doi:10.1002/jpoc.21113","doi":"https://doi.org/10.1002/jpoc.21113","is_oa":false,"landing_page_url":"https://doi.org/10.1002/jpoc.21113","pdf_url":null,"source":{"id":"https://openalex.org/S21068612","display_name":"Journal of Psychological Issues in Organizational Culture","issn_l":"2041-8418","issn":["2041-8418","2041-8426"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Psychological Issues in Organizational Culture","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"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/A5006996290","display_name":"Sara Jansen Perry","orcid":"https://orcid.org/0000-0001-8540-5653","observed_orcids":["https://orcid.org/0000-0001-8540-5653"]},"institutions":[{"id":"https://openalex.org/I16277215","display_name":"University of Houston - Downtown","ror":"https://ror.org/05mj6fy81","country_code":"US","type":"education","lineage":["https://openalex.org/I16277215"]},{"id":"https://openalex.org/I44461941","display_name":"University of Houston","ror":"https://ror.org/048sx0r50","country_code":"US","type":"education","lineage":["https://openalex.org/I44461941"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Sara J. Perry","raw_affiliation_strings":["Sara J. Perry, PhD, is an assistant professor in the Department of Management, Marketing, and Business Administration at the University of Houston\u2013Downtown. Her research interests include teams, customer service, and occupational health. She can be reached at perrys@uhd.edu","University of Houston","[Univ. of Houston]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Sara J. Perry, PhD, is an assistant professor in the Department of Management, Marketing, and Business Administration at the University of Houston\u2013Downtown. Her research interests include teams, customer service, and occupational health. She can be reached at perrys@uhd.edu","institution_ids":["https://openalex.org/I16277215"]},{"raw_affiliation_string":"University of Houston","institution_ids":["https://openalex.org/I44461941"]},{"raw_affiliation_string":"[Univ. of Houston]","institution_ids":["https://openalex.org/I44461941"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5086590014","display_name":"Lawrence Alan Witt","orcid":"https://orcid.org/0000-0001-8701-0321","observed_orcids":["https://orcid.org/0000-0001-8701-0321"]},"institutions":[{"id":"https://openalex.org/I44461941","display_name":"University of Houston","ror":"https://ror.org/048sx0r50","country_code":"US","type":"education","lineage":["https://openalex.org/I44461941"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"L. A. Witt","raw_affiliation_strings":["L. A. Witt, PhD, is a professor in the Department of Psychology at the University of Houston. His research interests include organizational politics, customer service, and personality. He can be reached at witt@uh.edu","University of Houston","[Univ. of Houston]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"L. A. Witt, PhD, is a professor in the Department of Psychology at the University of Houston. His research interests include organizational politics, customer service, and personality. He can be reached at witt@uh.edu","institution_ids":["https://openalex.org/I44461941"]},{"raw_affiliation_string":"University of Houston","institution_ids":["https://openalex.org/I44461941"]},{"raw_affiliation_string":"[Univ. of Houston]","institution_ids":["https://openalex.org/I44461941"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5036634434","display_name":"Kori Callison","orcid":"https://orcid.org/0000-0002-6373-6715","observed_orcids":["https://orcid.org/0000-0002-6373-6715"]},"institutions":[{"id":"https://openalex.org/I44461941","display_name":"University of Houston","ror":"https://ror.org/048sx0r50","country_code":"US","type":"education","lineage":["https://openalex.org/I44461941"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Kori Callison","raw_affiliation_strings":["Kori Callison, PhD, is a recent graduate of the University of Houston, from the Department of Psychology. She can be reached at koricallison@gmail.com","University of Houston","[Univ. of Houston]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Kori Callison, PhD, is a recent graduate of the University of Houston, from the Department of Psychology. She can be reached at koricallison@gmail.com","institution_ids":["https://openalex.org/I44461941"]},{"raw_affiliation_string":"University of Houston","institution_ids":["https://openalex.org/I44461941"]},{"raw_affiliation_string":"[Univ. of Houston]","institution_ids":["https://openalex.org/I44461941"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5055911426","display_name":"Ari A. Malka","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Ari Malka","raw_affiliation_strings":["Ari Malka, PhD, is a consultant at PDRI. He can be reached at malka.ari@gmail.com","PDRI"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Ari Malka, PhD, is a consultant at PDRI. He can be reached at malka.ari@gmail.com","institution_ids":[]},{"raw_affiliation_string":"PDRI","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5006996290","https://openalex.org/A5036634434","https://openalex.org/A5055911426","https://openalex.org/A5086590014"],"corresponding_institution_ids":["https://openalex.org/I16277215","https://openalex.org/I44461941"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"4","issue":"2","first_page":"35","last_page":"52"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.9531000256538391,"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":0.9531000256538391,"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":0.014800000004470348,"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/T12284","display_name":"Emotional Labor in Professions","score":0.013199999928474426,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/work-commitment","display_name":"work commitment","score":0.777999997138977},{"id":"https://openalex.org/keywords/customer-service-representatives","display_name":"customer service employees","score":0.8690000176429749},{"id":"https://openalex.org/keywords/moderation","display_name":"moderation","score":0.30300000309944153},{"id":"https://openalex.org/keywords/employee-commitment","display_name":"employee commitment","score":0.4000000059604645}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.7242122888565063},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5400318503379822},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4414823055267334},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4304678738117218},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.41159695386886597},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4037959575653076},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.39756080508232117},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.31078019738197327}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1002/jpoc.21113","doi":"https://doi.org/10.1002/jpoc.21113","is_oa":false,"landing_page_url":"https://doi.org/10.1002/jpoc.21113","pdf_url":null,"source":{"id":"https://openalex.org/S21068612","display_name":"Journal of Psychological Issues in Organizational Culture","issn_l":"2041-8418","issn":["2041-8418","2041-8426"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Psychological Issues in Organizational Culture","raw_type":"journal-article"},{"id":"mag:2261759070","doi":null,"is_oa":false,"landing_page_url":"https://works.bepress.com/witt/43/","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.48510000109672546}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":57,"referenced_works":["https://openalex.org/W304665130","https://openalex.org/W1486009943","https://openalex.org/W1513634627","https://openalex.org/W1554396184","https://openalex.org/W1576773109","https://openalex.org/W1605991455","https://openalex.org/W1902610065","https://openalex.org/W1909639450","https://openalex.org/W1957448531","https://openalex.org/W1965235584","https://openalex.org/W1968729089","https://openalex.org/W1972107693","https://openalex.org/W1989362746","https://openalex.org/W1992193527","https://openalex.org/W1996708228","https://openalex.org/W2005673510","https://openalex.org/W2011942544","https://openalex.org/W2013021752","https://openalex.org/W2014543370","https://openalex.org/W2015170591","https://openalex.org/W2015257908","https://openalex.org/W2016593112","https://openalex.org/W2017053988","https://openalex.org/W2017855460","https://openalex.org/W2025448786","https://openalex.org/W2031506686","https://openalex.org/W2042943940","https://openalex.org/W2044291037","https://openalex.org/W2048385562","https://openalex.org/W2051184248","https://openalex.org/W2056932995","https://openalex.org/W2061558975","https://openalex.org/W2063567859","https://openalex.org/W2069970688","https://openalex.org/W2088916838","https://openalex.org/W2103620890","https://openalex.org/W2104138184","https://openalex.org/W2106096361","https://openalex.org/W2107031757","https://openalex.org/W2110778205","https://openalex.org/W2127625785","https://openalex.org/W2140198967","https://openalex.org/W2141027758","https://openalex.org/W2141270192","https://openalex.org/W2147469178","https://openalex.org/W2149608872","https://openalex.org/W2154681910","https://openalex.org/W2170043702","https://openalex.org/W2170094403","https://openalex.org/W2172273046","https://openalex.org/W3123993786","https://openalex.org/W3214923421","https://openalex.org/W4213284804","https://openalex.org/W4235678817","https://openalex.org/W4248161867","https://openalex.org/W4299927410","https://openalex.org/W4300870773"],"related_works":["https://openalex.org/W2261759070","https://openalex.org/W1968729089","https://openalex.org/W2182332995","https://openalex.org/W2955663751","https://openalex.org/W2110930378","https://openalex.org/W646609694","https://openalex.org/W1957448531","https://openalex.org/W2112562395","https://openalex.org/W2140198967","https://openalex.org/W2050320582"],"abstract_inverted_index":{"Abstract":[0],"We":[1],"studied":[2],"the":[3,55,71,86,115,138],"joint":[4],"associations":[5],"of":[6,27,78,90,98,117,140,147,151,173],"two":[7],"service\u2010oriented":[8,179],"resources\u2014psychological":[9],"climate":[10,41,80,100,174,183],"for":[11,35,101,175,206],"service":[12,44,52,66,102,120,143,165,182,186],"and":[13,42,81,85,103,184],"perceived":[14,64],"internal":[15,43,65,83,104,119,142,164,185],"service\u2014with":[16],"work":[17],"dedication":[18,91],"among":[19,93,129,168],"customer\u2010service":[20,212],"employees.":[21,198],"In":[22,127,159],"a":[23,145,155],"cross\u2010sectional":[24],"survey":[25],"study":[26],"1,377":[28],"retail":[29],"bank":[30],"employees,":[31],"we":[32],"found":[33],"support":[34],"all":[36],"three":[37],"hypotheses.":[38],"First,":[39],"psychological":[40,79],"were":[45],"each":[46],"positively":[47],"associated":[48],"with":[49,108,125,131],"dedication.":[50,126,214],"Internal":[51],"also":[53,196],"moderated":[54],"climate\u2013dedication":[56],"relationship.":[57],"The":[58],"strongest":[59],"positive":[60],"relationship":[61,124],"emerged":[62],"when":[63],"was":[67],"high.":[68],"That":[69],"is,":[70],"most":[72],"dedicated":[73],"employees":[74,94],"experienced":[75],"high":[76,82,96,171],"levels":[77,89,97,172],"service,":[84],"highest":[87],"overall":[88],"occurred":[92],"perceiving":[95,170],"both":[99,181],"service.":[105,176],"Among":[106],"individuals":[107,130],"scores":[109,132],"at":[110,133],"one":[111,134],"standard":[112,135,149],"deviation":[113,136],"below":[114],"mean":[116,139],"climate,":[118,141],"had":[121],"essentially":[122],"no":[123],"contrast,":[128],"above":[137],"yielded":[144],"difference":[146],".39":[148],"units":[150],"dedication,":[152],"which":[153],"is":[154],"medium\u2010low":[156],"effect":[157],"size.":[158],"other":[160],"words,":[161],"differences":[162],"in":[163],"mattered":[166],"primarily":[167],"workers":[169],"Therefore,":[177],"as":[178],"resources,":[180],"may":[187,201],"be":[188,202],"important":[189],"not":[190],"only":[191],"to":[192,197,210],"customer":[193],"outcomes,":[194],"but":[195],"These":[199],"resources":[200],"specific":[203],"focus":[204],"points":[205],"managers":[207],"who":[208],"aim":[209],"foster":[211],"employee":[213]},"counts_by_year":[{"year":2017,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
