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Organizational citizenship behaviors and service quality as external effectiveness of contact employees

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  • Yoon, Mahn Hee
  • Suh, Jaebeom
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    File URL: http://www.sciencedirect.com/science/article/B6V7S-48TCHVC-4/2/d584d6049f90bce709c4f5b13d4dd16b
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    Bibliographic Info

    Article provided by Elsevier in its journal Journal of Business Research.

    Volume (Year): 56 (2003)
    Issue (Month): 8 (August)
    Pages: 597-611

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    Handle: RePEc:eee:jbrese:v:56:y:2003:i:8:p:597-611

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    Web page: http://www.elsevier.com/locate/jbusres

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    References

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    1. Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. " Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, University of Chicago Press, vol. 19(4), pages 655-62, March.
    2. MacKenzie, Scott B. & Podsakoff, Philip M. & Fetter, Richard, 1991. "Organizational citizenship behavior and objective productivity as determinants of managerial evaluations of salespersons' performance," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(1), pages 123-150, October.
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    Cited by:
    1. Menguc, Bulent & Auh, Seigyoung & Fisher, Michelle & Haddad, Abeer, 2013. "To be engaged or not to be engaged: The antecedents and consequences of service employee engagement," Journal of Business Research, Elsevier, vol. 66(11), pages 2163-2170.
    2. Dabholkar, Pratibha A. & Abston, Kristie A., 2008. "The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research," Journal of Business Research, Elsevier, vol. 61(9), pages 959-967, September.
    3. Harald Biong & Arne Nygaard & Ragnhild Silkoset, 2010. "The Influence of Retail Management’s Use of Social Power on Corporate Ethical Values, Employee Commitment, and Performance," Journal of Business Ethics, Springer, vol. 97(3), pages 341-363, December.
    4. Chieh-Peng Lin & Wei-Ting Hung & Chou-Kang Chiu, 2008. "Being Good Citizens: Understanding a Mediating Mechanism of Organizational Commitment and Social Network Ties in OCBs," Journal of Business Ethics, Springer, vol. 81(3), pages 561-578, September.
    5. Jian Zhong & Wing Lam & Ziguang Chen, 2011. "Relationship between leader–member exchange and organizational citizenship behaviors: Examining the moderating role of empowerment," Asia Pacific Journal of Management, Springer, vol. 28(3), pages 609-626, September.
    6. Yee, Rachel W.Y. & Yeung, Andy C.L. & Edwin Cheng, T.C., 2010. "An empirical study of employee loyalty, service quality and firm performance in the service industry," International Journal of Production Economics, Elsevier, vol. 124(1), pages 109-120, March.

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