Organizational citizenship behaviors and service quality as external effectiveness of contact employees
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Bibliographic InfoArticle provided by Elsevier in its journal Journal of Business Research.
Volume (Year): 56 (2003)
Issue (Month): 8 (August)
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Web page: http://www.elsevier.com/locate/jbusres
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- 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.
- 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.
- 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.
- 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.
- 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.
- Arne Nygaard & Harald Biong, 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(1), pages 87-108, November.
- 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.
- 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.
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