|
Aarons, G. A., & Sawitzky, A. C. (2006). Organizational climate partially mediates the effect of culture on work attitudes and staff turnover in mental health services. Ad-ministration and Policy in Mental Health, 33(3), 289-297. Abraham, R. (2004). Emotional competence as antecedent to performance: A contingency framework. Genetic, Social & General Psychology Monographs, 130(2), 117-143. Albrecht K., & Zemke, R. (1985). Service America: Doing Business in the New Economy. Homewood, IL: Dow Jones-Irwin. Anderson, E. W, & Fornell, C. A. (1994) A customer satisfaction research prospectus. In Services marketing: new directions in theory and practice. Thousand Oaks, CA: Sage Publications. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66. Andrews, T. L., & Rogelberg, S. G. (2001). A new look at service climate: its relationship with owner service values in small businesses. Journal of Business and Psychology, 16(1), 119-131. Atuahene-Gima, K. (2003). The effects of centrifugal and centripetal forces on product de-velopment speed and quality: How does problem solving matter? Academy of Man-agement Journal, 46(3), 359-373. Bahrami, H., & Evans, S. (1987). Stratocracy in high-technology firms. California Man-agement Review, 30(1), 51-66. Baker, D. A., & Fesenmaier, D. R. (1997). Effects of service climate on managers' and employees' rating of visitors' service quality expectations. Journal of Travel Research, 36(1), 15-22. Balkema, A., & Molleman, E. (1999). Barriers to the development of self-organizing teams. Journal of Managerial Psychology. 14 (1-2), 230-243. Bateson, J. E. G. (1985). Perceived control and the service encounter. In: Czepial, J. A., Solomon, M. R., & Surprenant, C. F. (Eds.), The Service Encounter, Lexington Books, MA. Baum, J., & Wally, S. (2003). Strategic decision speed and firm performance. Strategic Management Journal, 24(11), 1107-1129. Bei, L. T., & Chiao, Y. C. (2006). The determinants of customer loyalty: an analysis of in-tangibile factors in three service industries. International Journal of Commerce & Management, 16(3/4), 162-177. Bemowski, K. (1990). The human side of quality: closing the gap. Quality Progess, 23(11), 17-20. Bettencourt, L. A., & Brown, S. W. (1997). Customer-contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39-61. Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, per-sonality, and knowledge predictors of service-oriented organizational citizenship be-haviors. Journal of Applied Psychology, 86(1), 29-41. Bienstock, C. C., DeMoranville, C. W., & Smith, R. K. (2003). Organizational citizenship behavior and service quality. Journal of Services Marketing, 17(4), 357-378. Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82. Bitner, M. J., & Hubert, A, R. (1994). Encounter satisfaction versus overall satisfaction versus quality. In: Rust, R.T., & Oliver, R. L., (Eds), Service Quality: New Directions in Theory and Practice, California: Sage. Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of ser-vice quality and value. Journal of Consumer Research, 17(4), 375-384. Borman W.C., & Motowidlo S.J. (1997). Task performance and contextual performance: the meaning for personnel selection research. Human Performance, 10(2), 99-109. Borucki, C. C., & Burke, M. J. (1999). An examination of service-related antecedents to retail store performance. Journal of Organizational Behavior, 20(6), 943-962. Boshoff, C., & Gray, B. (2004). The relationships between service quality, customer satis-faction and buying intentions in the private hospital industry. South African Journal of Business Management, 35(4), 27-37. Bowen, D. E., & Waldman, D. A. (1999). Customer-driven employee performance. In Ilgen, D. A., & Pulakos, E. D. (Eds.), The Changing Nature of Performance: 154-191. San Francisco: Jossey-Bass. Bowen, D. E., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer ser-vice orientations in manufacturing. Academy of Management Review, 14(1), 75-95. Brenders, D. A., Hope, P., & Ninnan, A. (1999). Assessing service climate at an Australian university. Asia Pacific Journal of Marketing and Logistics, 11(1), 28-48. Brown, J., Easingwood, C., & Murphy, J. (2001). Using qualitative research to refine ser-vice quality models. Qualitative Market Research, 4(4), 217-223. Brown, K., & Mitchell, T. R. (1988). Performance obstacles for direct and indirect labour in high technology manufacturing. International Journal of Production Research, 26(11), 1819-1832. Brown, K., & Mitchell, T. R. (1991). A comparison of just-in-time and batch manufactur-ing: The role of performance obstacles. Academy of Management Journal, 34(4), 906-917. Browne, M. W., & Cudeck, R. (1993). Alternative Ways of Assessing Model Fit. Newbury Park, CA: Sage Publications. Burton, R. M., Lauridsen, J., & Obel, B. (2004). The impact of organizational climate and strategic fit on firm performance. Human Resource Management, 43(1), 67-82. Busemeyer, J. R., & Townsend, J. T. (1993). Decision field theory: a dynamic-cognitive approach to decision making in an uncertain environment. Psychological Review, 100(3), 432-459. Cameron, D. (1995). The antecedents of work stress in financial services salespeople: An empirical investigation. Montgomery, Dissertation Abstracts International Section A: Humanities and Social Sciences, 55(8-A), 2478. Campion, M. A., Medsker, G. J. & Higgs, A. G. (1993). Relations between work group characteristics and effectiveness: implications for designing effective work groups. Personnel Psychology, 46(4), 823-850. Chang, K. & Chelladurai, P. (2003). system-based quality dimensions in fitness services: Development of the scale of quality. Service Industries Journal, 23(5), 65-82. Chumpitaz, R., & Paparoidamis, N. G. (2004). Service quality and marketing performance in business-to-business markets: Exploring the mediating role of client satisfaction. Managing Service Quality, 14(2/3), 235-248. Churchill, G. A. Jr. & Suprenant, C. (1982). An investigation into the determinants of cus-tomer satisfaction. Journal of Marketing Research, 19(4), 491-504. Churchill, G. A., Ford, N. M., & Walker, O. C. (1976). Organizational climate and job sat-isfaction in the salesforce. Journal of Marketing Research, 13(4), 323-332. Clark, M. (2002). The relationship between employees' perceptions of organizational cli-mate and customer retention rates in a major UK retail bank. Journal of Strategic Marketing, 10(2), 93-113. Cook, T. D., & Campbell, D. T. (1979). Quasi-Experimentation: Design & Analysis Issues for Field Settings, Chicago: Rand McNally College Publishing. Cronin Jr., J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68. Das, S. R., & Joshi, M. P. (2007). Process innovativeness in technology services organiza-tions: Roles of differentiation strategy, operational autonomy and risk-taking propen-sity. Journal of Operations Management, 25(3), 643-660. Daskalopoulou, I., & Petrou, A. (2005). Service quality and store performance: some evi-dence from Greece. Managing Service Quality, 15(1), 24-40. Davis, T. R.V. (1999). Different service firms, different core competencies. Business Hori-zons, 42 (5), 23-34. Dick, A.S., & Basu, K. (1994). Customer loyalty: Towards an integrated framework. Jour-nal of the Academy of Marketing Science, 22(2), 99-l13. Dietz, J., Pugh, S. D., & Wiley, J. W. (2004). Service climate effects on customer attitudes: An examination of boundary conditions. Academy of Management Journal, 47(1), 81-92. Douglas, M. R., & Nekrasov, N. A. (2001). Noncommutative field theory. Reviews of Modern Physics, 73(4), 977-1028. Druskat, V. U., & Pescosolido, A. T. (2002). The content of effective teamwork mental models in self-managing teams: Ownership, learning and heedful interrelating. Hu-man Relations, 55(3), 283-314. Dyne, L. V., Graham, J. W., & Dienesch, R. M. (1994). Organizational citizenship behav-ior: Construct redefinition, measurement, and validation. Academy of Management Journal, 37(4), 765-802. East, R., Hammond, K., Harris, P., & Lomax, W. (2000). First-store loyalty and retention. Journal of Marketing Management, 16(4), 307-325. Edgett, S., & Parkinson, S. (1993). Marketing for service industries: A review. Service In-dustries Journal, 13(3), 19-39. Eshghi, A., Haughton, D., & Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications Policy, 31(2), 93-106. Executive Yuan, R.O.C. (2007). Statistic of Gross Domestic Product, Directorate General of Budget, Accounting and Statistics, Executive Yuan, R.O.C. Farrell, A. M., Souchon, A. L., & Durden, G. R. (2001) Service encounter conceptualisa-tion: employees' service behaviours and customers' service quality perceptions. Jour-nal of Marketing Management, 17(5/6), 577-, 593. Ferris, G. R., & Kacmar, K. M. (1992). Perceptions of organizational politics. Journal of Management, 18(1), 93-116. Gandz, J., & Murray, V. V. (1980). The experience of workplace politics. Academy of Management Journal, 23(2), 237-251. George, J. M., & Bettenhausen, K. (1990). Understanding prosocial behavior, sales per-formance, and turnover: A group level analysis in a service context. Journal of Ap-plied Psychology, 75(6), 698-709. Gerwin, D., & Moffat, L. (1997). Withdrawal of team autonomy during concurrent engi-neering. Management Science, 43(9), 1275-1287. Gomez, M. I., McLaughlin, E. W., & Wittink D. R. (2004). Customer satisfaction and re-tail sales performance: an empirical investigation. Journal of Retailing, 80(4), 265-278. González, M. E. A., Comesaña, L. R., Brea, & José A. F. (2007) Assessing tourist behav-ioral intentions through perceived service quality and customer satisfaction. Journal of Business Research, 60(2), 153-160. Graham, J. W. (1991). An Essay on organizational citizenship behavior. Employee Respon-sibilities & Rights Journal, 4(4), 249-270. Gronroos, C. (1983). Innovative marketing strategies and organization structures for ser-vice firms. In Berry, L. L., Shostack, G. L., & Upah, G. D., (Eds.), Emerging Perspec-tives on Services Marketing, Chicago: American Marketing Association. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 12(8), 588-600. Gupta, A. (1998). The relationship between employee perceived service climate and cus-tomer satisfaction, Ph.D. dissertation, The University of Maryland College Park. Hackman, J. R. (1992). Group influences on individuals in organizations, in Handbook of industrial & organizational psychology, Marvin D. Dunnette & Leaetta M. Hough, eds. Palo Alto, CA: Consulting Psychologists Press, 199-267. Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Jour-nal of Applied Psychology, 60(2), 159-170. Hackman, J. R., & Oldham, G. R. (1980). Work redesign. Reading, MA: Addison-Wesley. Hartline, M. D. & Ferrell, O. C. (1996). The management of customer-contact service em-ployees: an empirical investigation. Journal of Marketing, 60(4), 52-70. Hartman, D. E., Lindgren, J., & John H. (1993). Consumer evaluations of goods and ser-vices. Journal of Services Marketing, 7(2), 4-15. Heskett, J. L., Sasser, W. E. & Schlesinger, L. A. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value, The Free Press, New York, NY. Howe, J. G. (1977). Group climate: An exploratory analysis of construct validity. Organ-izational Behavior and Human Performance, 19(1), 106-25. Hsieh, A. T., Chou, C. H., & Chen, C. M. (2002). Job standardization and service quality: a closer look at the application of total quality management to the public sector. Total Quality Management, 13(7), 899-912. Iacobucci, D. (1998). Services: What do we know and where shall we go? A review from marketing. In Swartz, T. A., Brown, D. E., & Brown, S. W. (Eds.), Advances in Ser-vice Marketing and Management, Greenwich, CT: JAI Press, 7, 1-96. Iacobucci, D., Ostrom, A., & Grayson, K. (1995). Distinguishing service quality and cus-tomer satisfaction: the voice of the consumer. Journal of Consumer Psychology, 4(3), 277-303. James, L. R., & Jones, A. P. (1974). Organizational climate: A review of theory and prac-tice. Psychological Bulletin, 81(12), 1096-1112. James, L. R., Demaree, R. G., & Wolf, G. (1984). Estimating within-group interrater reli-ability with and without response bias. Journal of Applied Psychology, 69(1, 85-98. Johnson, J. F. (1996). Linking employee perceptions of service climate to customer satis-faction. Personnel Psychology, 49(4), 831-851. Jones. A. P., & James, L. R. (1979). Psychological climate: dimensions and relationships of individual and aggregated work environment perceptions. Organizational Behavior and Human Performance, 23(2), 201-250. Jong, A., Ruyter, K., & Lemmink, J. (2004). Antecedents and consequences of the service climate in boundary-spanning self-managing service teams. Journal of Marketing, 68(2), 18-35. Jong, A., Ruyter, K., & Lemmink, J. (2005). Service climate in self-managing teams: map-ping the linkage of team member perceptions and service performance outcomes in a business-to-business setting. Journal of Management Studies, 42(8), 1593-1620. Joreskog, K. G., & Sorbom, D. (1993). LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language. Chicago: Scientific Software International. Kane, J. S. (1997). Assessment of the situational and individual components of job per-formance. Human Performance, 10(3), 193-226. Katz, D. & Kahn, R. L. (1966). The Social Psychology of Organizations. New York: Wiley. Kenny, D. A., & Judd, C. M. (1984). Estimating the nonlinear and interaction effects of latent variables. Psychological Bulletin, 96(1), 201-210. Klein, K. J., Dansereau, F., & Hall, R. J. (1994). Levels issues in theory development, data collection, and analysis. Academy of Management Review, 19(2), 195-229. Koys, D. J. (2001). The effects of employee satisfaction, organizational citizenship behav-ior, and turnover on organizational effectiveness: A unit-level longitudinal study. Per-sonnel Psychology, 54(1), 101-114. Lam, S. S. K., Hui, C., & Law K. S. (1999). Organizational citizenship behavior: Compar-ing perspectives of supervisors and subordinates across four international samples. Journal of Applied Psychology, 84(4), 594-601. Lewin, K. (1951). Field Theory in Social Science. New York: Harper & Bros. Co. Lewis, B. R., & Gabrielsen, G. O. S. (1998). Intra-organisation aspects of service quality management: The employees' perspective. The Service Industries Journal, 18(2), 64-89. Lewis, R. C. & Booms, B. H. (1983). The marketing aspects of service quality. In Berry, L.L., Shostack, G.L. & Upah, G.D. (Eds.). Emerging perspectives on services market-ing. Chicago: American Marketing Association, pp. 99-107. Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58. Lovelock, C., & Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20-41. Lovelock, C., & Wirtz, J. (2004). Service Marketing: People, Technology, Strategy (5th ed.). Upper Saddle River, NJ: Pearson Prentice Hall. Loveman, G. W. (1998). Employee satisfaction, customer loyalty and financial perform-ance. Journal of Service Research, 1(1), 18-31. Mahajan, J., Churchill Jr., G. A., Ford, N. M., & Walker Jr., O. C. (1984). A comparison of the impact of organizational climate on the job satisfaction of manufacturers' agents and company salespeople: An exploratory study. Journal of Personal Selling & Sales Management, 4(1), 1-10. Marks, M. A., Burke, C. S., Sabella, M. J., & Zaccaro S. J. (2002). The impact of cross-training on team effectiveness. Journal of Applied Psychology, 87(1), 3-13. McGrath, R. G. (2001). Exploratory learning, innovative capacity, and managerial over-sight. Academy of Management Journal, 44(1), 118-131. Mellens, M., Dekimpe, M. G., & Steenkamp, J. E. M. (1996). A review of brand-loyalty measures in marketing, Tijdschrift voor Economie en Management, 41(4), 507-533. Ministry of Economic Affairs, R.O.C. (2007). Economic indicators, Department of Statis-tics, Ministry of Economic Affairs, R.O.C. Morrison, E. W. (1994). Role definitions and organizational citizenship behavior: The im-portance of the employee’s perspective. Academy of Management Journal, 37(6), 1543-1567. Morrison, E. W. (1996). Organization citizenship behavior as a critical link between HRM practices and service quality. Human Resource Management, 35(4), 493-512. Nidumolu, S. R., & Subramani, M. R. (2003). The matrix of control: combining process and structure approaches to managing software development. Journal of Management Information Systems, 20(3), 159-196. Niles-Jolly, K. A. (2003). Organizational Citizenship Behavior and Customer Service Quality: A Group-Level Study, Ph.D., University of Maryland, College Park. Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory. New York: McGraw Hill. O'Connor, W. E., & Morrison, T. G. (2001). A comparison of situational and dispositional predictors of perceptions of organizational politics. Journal of Psychology, 135(3), 301-312. Oliver, R. (1993). Cognitive, affective, and attributive bases of the satisfaction response. Journal of Consumer Research, 20(3), 418-430. O'Neill, M., & Palmer A. (2003). An exploratory study of the effects of experience on con-sumer perceptions of the service quality construct. Managing Service Quality, 13(3), 187-196. Organ, D. W. (1988). Organizational Citizenship Behavior: The Good Soldier Syndrome. Lexington, MA: Lexington Books. Organ, D. W. (1997). Organizational citizenship behavior: It’s construct clean-up time. Human Performance, 10(2), 85-97. Organ, D. W., Podsakoff, P. M., & MacKenzie, S. B. (2006). Organizational Citizenship Behavior: Its Nature, Antecedents, and Consequences, Thousand Oaks, CA: Sage. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic crite-ria. Journal of Retailing, 70(3), 201-230. Paulin, M., Ferguson, R. J., & Bergeron, J. (2006). Service climate and organizational commitment: The importance of customer linkages. Journal of Business Research, 59(8), 906-915. Peccpi, R., & Rosenthal, P. (2000). Front-line responses to customer orientation pro-grammes: A theoretical and empirical analysis. Human Resource Management, 11(3), 562-590. Peters, L. H., & O'Connor, E. J. (1988). Measuring work obstacles: Procedures, issues and implications. In F. D. Schoorman & B. Schneider (Eds.), Facilitating Work Effective-ness: pp.105-124. Lexington, MA: Lexington Books. Podsakoff, P. M., & MacKenzie, S. B. (1997). The impact of organizational citizenship behavior on organizational performance: A review and suggestions for future research. Human Performance, 10(2), 133-151. Podsakoff, P. M., Mackenzie, S. B., Moorman, R. H., & Fetter, R. (1990). Transforma-tional leader behaviors and their effects on followers’ trust in leader, satisfaction, and organizational citizenship behaviors. Leadership Quarterly, 1(2), 107-142. Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organiza-tional citizenship behaviors: A critical review of the theoretical and empirical litera-ture and suggestions for future research. Journal of Management, 26(3), 513-563. Pritchard, M., & Silvestro, R. (2005). Applying the service profit chain to analyse retail performance: The case of the managerial strait-jacket? International Journal of Ser-vice Industry Management, 16(4), 337-356. Raelin, J. A. (1989). An anatomy of autonomy: managing professionals. Academy of Man-agement Executive, 3(3), 216-228. Regan, W. J. (1963). The service revolution. Journal of Marketing, 27(3), 57-62. Renn R. W., & Vandenberg, R. J. (1995). The critical psychological states: an underrepre-sented component in job characteristics model research. Journal of Management, 21(2), 279-303. Riordan, D. A., & Riordan, M. P. (1993). Field theory: an alternative to systems theory in understanding the small family business. Journal of Small Business Management, 31(2), 66-78. Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. In Rust, R. T., & Oliver, R. L., (Ed.), Service Quality: New Direc-tions in Theory and Practice, Thousand Oaks, California: Sage Publications. Ryan, A. M., & Ployhart, R. E. (2003). Customer service behavior. In Borman, W., Klimoski, R., Ilgen, D., & Weiner, I. B. (Eds.), Handbook of Psychology (pp. 377-397), Hoboken, NJ: Wiley. Salancik, G. R., & Pfeffer, J. (1978). A social information processing approach to job atti-tudes and task design. Administrative Science Quarterly, 23(2), 224-253. Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology, 90(6), 1217-1227. Schembri, S., & Sandberg, J. (2002). Service quality and the consumer's experience: To-wards an interpretive approach. Marketing Theory, 2(2), 189-205. Schneider, B. (1975). Organizational Climate: An essay. Personnel Psychology, 28(4), 447-479. Schneider, B. (1990). The climate for service: An application of the climate construct. In Schneider, B. (Ed.), Organizational Climate and Culture: 383-412, San Francisco: Jossey Bass. Schneider, B., & Bowen, D. (1993). The service organization: Human resources manage-ment is crucial. Organizational Dynamics, 21(4), 39-52. Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70(3), 423-433. Schneider, B., & Bowen, D. E. (1995). Winning The Service Game, Harvard, Business School Press, Boston. Schneider, B., & White, S. S. (2004). Service Quality: Research Perspectives. Thousand Oaks, CA: Sage. Schneider, B., Ehrhart, M. G., Mayer, D. M., Saltz, J. L., & Niles-Jolly, K. (2005). Under-standing organization-customer links in service settings. Academy of Management Journal, 48(6), 1017-1032. Schneider, B., Godfrey, E. G., Hayes, S. C., Huang, M., Lim, B. C., Nishii, L. H., Raver, J. L., & Ziegert, J. C. (2003). The human side of strategy: employee experiences of stra-tegic alignment in a service organization. Organizational Dynamics, 32(2), 122-141. Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and customer percep-tions of service in banks. Administrative Science Quarterly, 25(2), 252-267. Schneider, B., Salvaggio, A. N., & Subirats, M. (2002). Climate strength: A new direction for climate research. Journal of Applied Psychology, 87(2), 220-229. Schneider, B., Wheeler, J. K., & Cox, J. F. (1992). A passion for service: Using content analysis to explicate service climate themes. Journal of Applied Psychology, 77(5), 705-716. Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83(2), 150-163. Shainesh, G., & Sharma, T. (2003). Linkages between service climate and service quality - A study of banks in India. IIMB Management Review, 15 (3), 74-81. Siehl, C., & Martin, J. (1990). Organizational culture: A key to financial performance. In B. Schneider (Ed.), Organizational Climate and Culture: 241-281. San Francisco: Jossey-Bass. Silvestro, R., & Cross, S. (2000). Applying the service profit chain in a retail environment. International Journal of Service Industry Management, 11(3), 244-268. Sivadas, E. & Baker-Prewitt, J. L. (2000). An examination of the relationship between ser-vice quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73-82. Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68(4), 653-663. Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing, 49(1), 99-111. Song, M., Droge, C., Hanvanich, S., & Calantone, R. (2005). Marketing and technology resource complementarity: an analysis of their interaction effect in two environmental contexts. Strategic Management Journal, 26(3), 259-276. Tagiuri, R. (1968). The concept of organizational climate, In Tagiuri, R., & Litwin, G. H. (Eds), Organizational Climate: Exploration of A Concept, Boston: Harvard Univer-sity Press. Tam, J. L. M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An In-tegrative Model. Journal of Marketing Management, 20(7/8), 897-917. Tatikonda, M. V., & Rosenthal, S. R. (2000). Successful execution of product development projects: Balancing firmness and flexibility in the innovation process. Journal of Op-erations Management, 18(4), 401-425. Tauer, J. M., & Harackiewicz, C. (1999). Winning isn’t everything: Competition, achievement, orientation, and intrinsic motivation. Journal of Experimental and So-cial Psychology, 35(3), 209-238. Tornow, W. W., & Wiley, J. W. (1991). Service quality and management practices: A look at employee attitudes, customer satisfaction, and bottom-line consequences. Human Resource Planning, 14(2), 105-115. U.S. Bureau of the Census. (2007). Statistical Abstract of The U.S.:2006. Washington, D.C.: U.S. Government Printing Office. Van Birgelen, M., de Jong, A., & de Ruyter, K. (2006). Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions. Journal of Retailing, 82(4), 367-377. Van Yperen, N. W. & Snijders, T. A. B. (2000). A multi-level analysis of the demands-control model: is stress at work determined by factors at the group level or the indi-vidual level? Journal of Occupational Health Psychology, 5(1), 182-190. Vicente, M. T., Peiró, J. M., & Ramos, J. (2005). Linking situational constraints to cus-tomer satisfaction in a service environment. Applied Psychology: An International Review, 54(1), 25-36. Villanova, P., & Roman, M. A. (1993). A meta-analytic review of situational constraints and work-related outcomes: Alternative approaches to conceptualization. Human Re-source Management Review, 3(2), 147-175. Walker, R. H., Johnson, L. W., & Leonard, S. (2006). Re-thinking the conceptualization of customer value and service quality within the service-profit chain. Managing Service Quality, 16(1), 23-36. Wiele, T. V. D., Boselie P., & Hesselink, M. (2002). Empirical evidence for the relation-ship between customer satisfaction and business performance. Managing Service Quality, 12(3), 184-193. Yagil, D. & Gal, I. (2002). The role of organizational service climate in generating control and empowerment among workers and customers. Journal of Retailing & Consumer Services, 9(4), 215-226. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35-48. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in ser-vices marketing. Journal of Marketing, 49(2), 33-46. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through Web sites: A critical review of extant knowledge. Academy of Marketing Science Journal, 30(4), 362-375.
|