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