IDEAS home Printed from https://ideas.repec.org/r/eee/jbrese/v56y2003i8p597-611.html
   My bibliography  Save this item

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

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. Li, Jun (Justin) & Kim, Woo Gon & Zhao, Xinyuan (Roy), 2017. "Multilevel model of management support and casino employee turnover intention," Tourism Management, Elsevier, vol. 59(C), pages 193-204.
  2. Harun Yildiz, 2019. "The Interactive Effect of Positive Psychological Capital and Organizational Trust on Organizational Citizenship Behavior," SAGE Open, , vol. 9(3), pages 21582440198, July.
  3. Mahmoud Al-dalahmeh & Ra’ed Masa’deh & Rana Khaled Abu Khalaf & Bader Yousef Obeidat, 2018. "The Effect of Employee Engagement on Organizational Performance Via the Mediating Role of Job Satisfaction: The Case of IT Employees in Jordanian Banking Sector," Modern Applied Science, Canadian Center of Science and Education, vol. 12(6), pages 1-17, June.
  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 Finanzas, 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. Schaarschmidt, Mario & Könsgen, Raoul, 2020. "Good citizen, good ambassador? Linking employees' reputation perceptions with supportive behavior on Twitter," Journal of Business Research, Elsevier, vol. 117(C), pages 754-763.
  6. Priyanko Guchait & Xinyuan Zhao & Juan Madera & Nan Hua & Fevzi Okumus, 2018. "Can error management culture increase work engagement in hotels? The moderating role of gender," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 757-778, December.
  7. Miston Mapuranga & Eugine Tafadzwa Maziriri & Tarisai Fritz Rukuni & Thobekani Lose, 2021. "Employee Organisational Commitment and the Mediating Role of Work Locus of Control and Employee Job Satisfaction: The Perspective of SME Workers," JRFM, MDPI, vol. 14(7), pages 1-19, July.
  8. Jajja, Muhammad Shakeel Sadiq & Asif, Muhammad & Montabon, Frank & Chatha, Kamran Ali, 2020. "The indirect effect of social responsibility standards on organizational performance in apparel supply chains: A developing country perspective," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 139(C).
  9. Arménio Rego & Miguel Pina E. Cunha, 2008. "Organisational citizenship behaviours and effectiveness: an empirical study in two small insurance companies," The Service Industries Journal, Taylor & Francis Journals, vol. 28(4), pages 541-554, May.
  10. 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.
  11. 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.
  12. 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.
  13. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  14. Elizabeth Chinomona, 2017. "Antecedents of Employee Intention to Stay: A Study of Employees in Zimbabwean SMEs," Journal of Economics and Behavioral Studies, AMH International, vol. 9(5), pages 57-73.
  15. Chow, Cheris W.C. & Lai, Jennifer Y.M. & Loi, Raymond, 2015. "Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation," Tourism Management, Elsevier, vol. 48(C), pages 362-369.
  16. Mushtaq A Siddiqi, 2015. "Work Engagement and Job Crafting of Service Employees Influencing Customer Outcomes," Vikalpa: The Journal for Decision Makers, , vol. 40(3), pages 277-292, September.
  17. Tsarenko, Yelena & Leo, Cheryl & Tse, Herman H.M., 2018. "When and why do social resources influence employee advocacy? The role of personal investment and perceived recognition," Journal of Business Research, Elsevier, vol. 82(C), pages 260-268.
  18. Brown, Steven P. & Lam, Son K., 2008. "A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses," Journal of Retailing, Elsevier, vol. 84(3), pages 243-255.
  19. Kim, Kyungyeol (Anthony) & Byon, Kevin K., 2018. "A mechanism of mutually beneficial relationships between employees and consumers: A dyadic analysis of employee–consumer interaction," Sport Management Review, Elsevier, vol. 21(5), pages 582-595.
  20. Kee-Young Kwahk & Sung-Byung Yang & Hyunchul Ahn, 2020. "How Organizational Citizenship Behavior Affects ERP Usage Performance: The Mediating Effect of Absorptive Capacity," Sustainability, MDPI, vol. 12(11), pages 1-20, June.
  21. Meng-Shan Tsai & Meng-Shan Tsai, 2017. "The In uence of Loyalty, Participation and Obedience on OrganizationalCitizenship Behavior," International Journal of Business and Economic Affairs (IJBEA), Sana N. Maswadeh, vol. 2(1), pages 67-76.
  22. Silvia Lorincová & Miloš Hitka & Peter Štarchoň & Katarína Stachová, 2018. "Strategic Instrument for Sustainability of Human Resource Management in Small and Medium-Sized Enterprises Using Management Data," Sustainability, MDPI, vol. 10(10), pages 1-25, October.
  23. 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.
  24. 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.
  25. Matina Gjurasic & Dina Loncaric, 2018. "Internal Market Orientation And Organizational Citizenship Behaviour In The Hospitality Industry €“ A Literature Review," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 27(1), pages 157-176, june.
  26. 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.
  27. Chun-Hung (Hugo) Tang & Ji-Eun Lee, 2014. "Employee satisfaction and long-run shareholder returns," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1167-1183, October.
  28. Zhang, Yucheng & Guo, Yongxing & Newman, Alexander, 2017. "Identity judgements, work engagement and organizational citizenship behavior: The mediating effects based on group engagement model," Tourism Management, Elsevier, vol. 61(C), pages 190-197.
  29. 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.
  30. 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.
  31. Farhan Mirza & Sohail Younus & Nabeel Waheed & Adnan Javaid, 2021. "Investigating the impact of product-related and service quality attributes on re-purchase intention:Role of customer characteristics and customer satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(3), pages 24-35, April.
  32. Mehrdad Estiri & Nader Seyyed Amiri & Datis Khajeheian & Hamzeh Rayej, 2018. "Leader-member exchange and organizational citizenship behavior in hospitality industry: a study on effect of gender," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 8(3), pages 267-284, September.
  33. Lin, Chiou-Shiu & Jin, Ming & Huang, Pei-Chi & Xiao, Ran, 2023. "Does it take two to tango? The joint role of high-performance work systems and ethical leadership," Journal of Business Research, Elsevier, vol. 156(C).
  34. Gross, Hellen P. & Ingerfurth, Stefan & Willems, Jurgen, 2021. "Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention," Journal of Business Research, Elsevier, vol. 134(C), pages 405-413.
  35. 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.
  36. 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.
  37. Helm, Sabrina, 2011. "Employees' awareness of their impact on corporate reputation," Journal of Business Research, Elsevier, vol. 64(7), pages 657-663, July.
  38. Marek Botek & Olga Kutnohorská & Filip Kovářík, 2016. "Job satisfaction in a municipality," Ekonomika a Management, Prague University of Economics and Business, vol. 2016(4).
  39. Svitlana Rodchenko & Tetiana Bielska & Tetiana Brus & Yuriy Naplyokov & Olena Trevoho, 2021. "Human Capital Management In The System Of Public Administration In The Context of COVID-19 Pandemic," Postmodern Openings, Editura Lumen, Department of Economics, vol. 12(1Sup1), pages 346-355, April.
  40. Omid Ahmadi & Abdolali Keshtegar & Mohammad Ghasemi, 2016. "Analyzing the Relationship between Personnel's Education and Psychological Competence on Quality of Service: The Mediation Role of Organization Commitment in Ministry of the Interior," Modern Applied Science, Canadian Center of Science and Education, vol. 10(3), pages 117-117, March.
  41. Wen-Bao Lin, 2008. "Service recovery expectation model -- from the perspectives of consumers," The Service Industries Journal, Taylor & Francis Journals, vol. 30(6), pages 873-889, January.
  42. María del Mar Alonso-Almeida & José Miguel Rodríguez-Antón & Luis Rubio-Andrada, 2010. "Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry," The Service Industries Journal, Taylor & Francis Journals, vol. 32(6), pages 919-936, November.
  43. Chien Mu Yeh, 2019. "The relationship between tourism involvement, organizational commitment and organizational citizenship behaviors in the hotel industry," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 25(1), pages 75-93, May.
  44. Yidong Tu & Xinxin Lu & Jin Nam Choi & Wei Guo, 2019. "Ethical Leadership and Team-Level Creativity: Mediation of Psychological Safety Climate and Moderation of Supervisor Support for Creativity," Journal of Business Ethics, Springer, vol. 159(2), pages 551-565, October.
  45. Dorothea Wahyu Ariani, 2015. "Employee Satisfaction and Service Quality: Is There Relations?," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 6(3), pages 33-44, September.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.