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


  • Yoon, Mahn Hee
  • Suh, Jaebeom


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  • Yoon, Mahn Hee & Suh, Jaebeom, 2003. "Organizational citizenship behaviors and service quality as external effectiveness of contact employees," Journal of Business Research, Elsevier, vol. 56(8), pages 597-611, August.
  • Handle: RePEc:eee:jbrese:v:56:y:2003:i:8:p:597-611

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    References listed on IDEAS

    1. 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.
    2. 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, Oxford University Press, vol. 19(4), pages 655-662, March.
    3. Michèle Paulin & R.J. Ferguson & Marielle Audrey Payaud, 2000. "Business effectiveness & professional service personnel : relational or transactional managers ?," Post-Print halshs-00650017, HAL.
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    Cited by:

    1. 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.
    2. repec:eee:touman:v:59:y:2017:i:c:p:193-204 is not listed on IDEAS
    3. Elizabeth Chinomona & Tebogo Mofokeng, 2015. "The Influence Of Workplace Condition And Employee Satisfaction On Employee Commitment In South African," Journal of Social Sciences (COES&RJ-JSS), , vol. 4(1), pages 649-663, January.
    4. Simon A. Andrew & Filadelfo Leon Cazares, 2015. "Mediating Effects of Organizational Citizenship Behavior on Organizational Performance: Empirical Analysis of Public Employees in Guadalajara, Mexico," EconoQuantum, Revista de Economia y Negocios, Universidad de Guadalajara, Centro Universitario de Ciencias Economico Administrativas, Departamento de Metodos Cuantitativos y Maestria en Economia., vol. 12(2), pages 71-92, Julio-Dic.
    5. 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.
    6. repec:eee:touman:v:61:y:2017:i:c:p:190-197 is not listed on IDEAS
    7. Elizabeth Chinomona & Tebogo Mofokeng, 2015. "The influence of workplace condition and employee satisfaction on employee committee in South African Companies," Journal of Business & Management (COES&RJ-JBM), , vol. 3(2), pages 356-369, April.
    8. 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.
    9. 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.
    10. 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.
    11. Jacobs, Mark A. & Yu, Wantao & Chavez, Roberto, 2016. "The effect of internal communication and employee satisfaction on supply chain integration," International Journal of Production Economics, Elsevier, vol. 171(P1), pages 60-70.
    12. 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.
    13. repec:eee:touman:v:48:y:2015:i:c:p:362-369 is not listed on IDEAS
    14. Arustei Carmen Claudia, 2013. "The Quality Of Human Resources – A Request For Hotel Industry Development. A Theoretical Approach," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 2, pages 86-91, April.
    15. repec:eee:jbrese:v:82:y:2018:i:c:p:260-268 is not listed on IDEAS
    16. Helm, Sabrina, 2011. "Employees' awareness of their impact on corporate reputation," Journal of Business Research, Elsevier, vol. 64(7), pages 657-663, July.
    17. Marek Botek & Olga Kutnohorská & Filip Kovářík, 2016. "Job satisfaction in a municipality," Ekonomika a Management, University of Economics, Prague, vol. 2016(4).

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