一、中文部分
吳三江、趙必孝(2002)。醫療業內部行銷與員工之顧客導向行為相互關係之探討―以高雄市立醫院為例。人力資源管理學報，2(1)，99-117。
吳明隆(2007)。結構方程模式-Amos的操作與應用。台北市：五南圖書出版股份有限公司。
吳盛、林東清(2007)。以計劃行為理論探討資訊人員的知識分享行為。資訊管理學報，14 (2)，75-110。彭台光、高月慈、林鉦棽 （2006）。 管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23(1)，77-98。二、英文部分
Ahmed, P.K., Rafiq, M., & Saad, N. M. (2003). Internal marketing and mediating role of organisational competencies. European Journal of Marketing, 37(9), 1221-1241.
Ajzen, I. (1989). Attitude Structure and Behavior. in A. R. Pratkanis, S. J. Breckler and A. G. Greenwald(Eds.). Attitude Structure and Function, Lawrence Erlbaum Associates (pp.241-274). Hillsdale, NJ.
Ajzen, I. (1991). The Theory of planned behavior. Organizational Behavior and Human Decision Processes, 50( 2), 179-211.
Ajzen, I., & Fishbein, M. (1977). Attitude-behavior relations: A theoretical analysis and review of empirical research. Psychological Bulletin, 84(5), 888-918.
Ajzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting social behavior. Englewood Cliffs. N J: Prentice-Hall International.
Ashforth, B. E., & Humphrey, R. H. (1995). Emotion in the workplace: A reappraisal. Human Relations, 48(2), 97–126.
Ashkanasy , N. M. (2002). Studies of cognition and emotion in organisations: Attribution, affective events, emotional intelligence and perception of emotion. Australian Journal of Management, 27, 11-20.
Bak, C. A., Vogt, L. H., George, W. R., & Greentree, I. R. (1994). Management by team: An innovative tool for running a service organization through internal marketing. Journal of Services Marketing, 8(1), 37-47.
Bandura, A. (1992). Perceived self-efficacy in cognitive development and functioning. Educational Psychologist, 28(2), 117-148.
Barnard, C. I. (1983). The functions of the executive. Cambridge, MA: Harvard University Press.
Barrera, M. J. (1981). Social support in the adjustment of pregnant adolescents: Assessment issues. In social networks and social support. Beverly Hills: Sage.
Barsade, S. G., Brief, A. P., & Spataro, S. E. (2003). The affective revolution in organizational behavior: The emergence of a paradigm. In J. Greenberg (Ed.), Organizational behavior: The state of the science (pp. 3-52). Mahwah, NJ: Erlbaum.
Basch, J., & Fisher, C. D. (2000). Affective events-emotions matrix: A classification of work events and associated emotions. In N.M. Ashkanasy, C.E.J. Ha¨ rtel, & W.J. Zerbe (Eds.), Emotion in the Workplace: Research, Theory, and Practice (pp.36-48). Westport: Quorum Books.
Behson, Q. K. (2002). The communication of emotion. New York：Guilford Press.
Bernd, S., Wong, J., & McCullough, J. (1987). Internal and external marketing: Effects on customer satisfaction in banks in Thailand. International Journal of Bank Marketing, 5(3), 73-84.
Berry, L. L. (1987). Big ideas in services marketing. Journal of Services Marketing, 1(1), 5-10.
Berry, L. L.(1981). The employee as customer. Journal of Retail Bank, 3(1), 33-40.
Berry, L. L., Conant, J. S., & Parasuraman, A. (1991). A framework for conducting a services marketing audit. Journal of the Academy of Marketing Science, 19(3), 255-268.
Berry, L. L., Hensel, J. S., & Burke, M. C. (1976). Improving Retailer Capability for Effective Consumerism Response. Journal of Retailing, 52(3), 3-14.
Berry, L. L., Lefkowith, E. E. & Clark, T. (1988). In services, what’s in a name?. Harvard Business Review, 66(5), 28-30.
Bettencourt, L. A., & Brown, S. W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39-61.
Bhagat, R. S. (1982). Conditions under which stronger job performance-job satisfaction relationships may be observed: A closer look at two situational contingencies, Academy of Management Journal, 25 (4), 772-789.
Bock, G. W., Zmud, R. W., Kim, Y. G., & Lee, J. N. (2005). Behavioral intention formation in knowledge sharing: Examining the roles of extrinsic motivators, social-psychological forces, and organizational climate. MIS Quarterly, 29(1), 87-111.
Bock, G.W., & Kim, Y.G. (2002). Breaking the myths of rewards: An exploratory study of attitudes about knowledge sharing. Information Resources Management Journal, 15(2) , 14-21.
Boles, J. S., Babin, B. J., Brashear, T. G., & Brooks, C. (2001). An examination of the relationships between retail work environments, salesperson selling orientation-customer orientation and job performance. Journal of Marketing Theory and Practice, 9(3), 1-13.
Bono, J. E., & Ilies, R. (2006). Charisma, positive emotions, and mood contagion. Leadership Quarterly, 17(4), 317–334.
Bono, J. E., Foldes, H. J., Vinson, G., & Muros, J. P. (2007). Workplace emotions: The role of supervision and leadership. Journal of Applied Psychology, 92(5), 1357-1367.
Booms, B. H., & Bitner, M. J. (1981). Marketing strategies and organizational structures for service firms. American Marketing Association, 47-51.
Brady, M. K., & Cronin, J. J. (2001). Customer orientation: effects on customer service perceptions and outcome behaviors. Journal of Services Research, 3(3), 241-251.
Brief, A. P., & Weiss, H. M. (2002). Organizational behavior: Affect in the workplace. Annual Review of Psychology, 53, 279–307.
Brooks, R. F., Lings, I. N., & Botschen, M. (1999). Internal marketing and customer driven wavefronts. The Service Industries Journal, 19(4), 49-67.
Brown, S. P., & Peterson, R. A. (1994). The effect of effort on sales performance and job satisfaction. Journal of Marketing, 58(2), 70-80.
Brown, S. P., & Peterson, R. A. (1993). Antecedents and consequences of salesperson job satisfaction: Meta-analysis and assessment of causal effects. Journal of Marketing Research, 30(1), 63-77.
Brown, T. F., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The customer orientation of service workers: Personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
Burke, M. J., Chester, C. Borucki , &. Hurley, A. E. (1992). Reconceptualizing psychological climate in a retail service environment: A multiple-stakeholder perspective. Journal of Applied Psychology , 77(5), 717-729.
Burke, R. J. (1988). Sources of managerial and professional stress in large organizations. In Cary L. Cooper & Roy Payne (Eds.), Causes, Coping and Consequences of Stress at Work. NY Wiley.
Bush, P., & Bush, R. F. (1978).Woman contrasted to men in the industrial salesforce: Job satisfaction, values, role clarity, performance and propensity to leave. Journal of Marketing Research, 15(3), 438-448.
Caplan, G. (1974). Support system and community mental health. NY: Behavioral.
Cardona, P., Lawrence, B. S., & Benter, P. M. (2004). The influence of social exchange relationships on organizational citizenship behavior. Group & Organization Management, 29(2)， 219-247.
Carpenter, B. N. (1993). Relational competence. Advances in Personal Relationships, 4, 1-28.
Chang, M. K. (1998). Predicting unethical behavior: A comparison of the theory of reasoned action and the theory of planned behavior. Journal of Business Ethics, 17(16), 1825-1834.
Chen, C. C. & Chiu, S. F. (2008). An integrative model linking supervisor support and organizational citizenship behavior. Journal of Business & Psychology, 23(1), 1-10.
Chohen, S., & Wills, T.A. (1985). Stress, social support and the buffering hypothesis. Psychological Bulletin, 98(2), 310-357.
Churchilll, G. A., Ford, N. M., & Walker, O. C. (1976). Organizational climate and job Satisfaction in the salesforce. Journal of Marketing Research, 13 (4), 323-332.
Cobb, S. (1976). Social support as a moderate of life stress. Psychosomatic Medicine, 38(5), 300-314.
Cole, M. S., Bruch, H. B., & Vogel, B. (2006). Emotion as mediators of the relations between perceived supervisor support and phychological hardiness on employee cynicism. Journal of Organizational Behavior, 27(4), 463-484.
Cole, M. S., Schaninger, W. S. JR., & Harris, S. G. (2002). The workplace social exchange network: A multilevel, conceptual examination. Group & Organization Management, 27(1), 142-167.
Collins, B., & Payne, A. (1991). Internal marketing: A new perspective for HRM. European Management Journal, 9(3), 261-270.
Collins, C. J., & Smith, K. G. (2006). Knowledge exchange and combination: The role of human resource practices in the performance of high-technology firms. Academy of Management Journal, 49(3),544-560.
Conduit, J., & Mavondo, F. T. (2001). How critical is internal customer orientation to market orientation?. Journal of Business Research, 51(1), 11-24.
Dasborough, M. T. (2006). Cognitive asymmetry in employee emotion reactions to leadership behavior. The Leadership Quarterly, 17(2), 163-178.
Dasborough, M. T., & Ashkanasy, N. M. (2002). Emotion and attribution of intentionality in leader-member relationships. Leadership Quarterly, 13(5), 615-634.
Day, G. (1994). The capabilities of market-driven organizations. Journal of Marketing, 58(3), 37-52.
Dencker, J. C., Joshi, A., & Martocchio, J. J. (2008). Towards a theoretical framework linking generational memories to workplace attitudes and behaviors. Human Resource Management Review, 18(3), 180-187.
Dennis, B. A., Debra, A. L., & Charlie, M. (2002). Using job satisfaction and pride as internal-marketing tools. Cornell Hotel and Restaurant Administration Quarterly, 43(2), 87.
Dubinsky, A. J., & Staples, W. A. (1981). Are industrial salespeople buyer Oriented. Journal of Purchasing and Material Management, 17 (3), 12-19.
Dubinsky, A. J., Howell, R. D., Ingram, T. N., & Bellenger, D. N. (1986). Salesforce socialization. Journal of Marketing, 50(3), 192-207.
Dunlap, B. J., Doston, M., & Chambers, T. M. (1988). Perceptions of real estate brokers and buyers: A sales orientation, customer-orientation approach. Journal of Business Research, 17(2), 175-187.
Durham, C. C., Knight, D., & Locke, E. A. (1997). Effects of leader role, team-set goal difficulty, efficacy, and tactics on team effectiveness, Organizational Behavior and Human Decision Process, 72, 203-231.
Eby, L. T., Douthitt, S. S., Perrin, T., Noble, C. L., Atchley, K. P., & Ladd, R. T. (2002). Managerial support for dual-career relocation dilemmas. Journal of Vocational Behavior, 60(3), 354-373.
Eisenberger, R., Fasolo, P., & Davis-LaMastro, V. (1990). Perceived organizational support and employee diligence, commitment, and innovation. Journal of Applied Psychology, 75(1), 51-59.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507.
Etzion, D. (1984). Moderating effect of social support on the stress-burnout relationship. Journal of Applied Psychology, 69(4), 615-622.
Fazio, R. H. (1990). Multiple processes by which attitudes guide behavior: Themode model as an integrative framework. in M. P. Zanna (Ed.). Advances in Experimental Social Psychology. New York: Academic Press.
Ference, G. (2001). Improving organizational performance using survey-driven databases. The Cornell Hotel and Restaurant Administration Quarterly, 42(2), 12-27.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley.
Fisher, C. D. (2002). Antecedents and consequences of real-time affective reactions at work. Motivation and Emotion, 26(1), 3-30.
Foreman, S. K., & Money, A. H. (1995). Internal Marketing: Concepts, measurement and application. Journal of Marketing Management, 11(8), 755-768.
Forenell, C., & Larcker, D. D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Frone, M. R., Yardley, J. K., & Markel, K. S. (1997). Developing and testing an integrative model of the work-family interface. Journal of Vocational Behavior, 50(2), 145–167.
Frost, F. A., & Kumar, M. (2000). INTSERVQUAL-an internal adaptation of the GAP model in a large service organization. Journal of Service Marketing, 14(5), 358-377.
George, W. R. (1990). Internal marketing and organizational behavior: A partnership in developing customer conscious employees at every level. Journal of Business Research, 20(1), 63-70.
George, W. R. (1977).The retailing of service: A challenging future. Journal of Retailing, 53(3), 85-95.
George, W., & Grönroos, C. (1991). Developing customer-conscious employees at every level: Internal marketing. The AMA Handbook of Marketing for the Services Industries, 3, 85-100.
Gomez, M., & Luis, R. (1988). The role of human resources strategy in export performance. Strategic Management Journal, 9(5), 493-505.
Gounaris, S. P. (2006). Internal-market orientation and its measurement. Journal of Business Research, 59(4), 432-448.
Gounaris, S. P. (2008). The notion of internal marketing orientation and employee job satisfaction: Some preliminary evidence. Journal of Service Marketing, 22(1), 68-90.
Gounaris, S. P., Avlonitis, G. J., & Papastathopoulou, P. (2004). Managing the firm’s behavior through market orientation development: Some empirical findings. European Journal of Marketing, 38(11), 1481-1508.
Graen, G. B., Novak, M. A., & Sommerkamp, P. (1982). The effect of leader-member exchange and job design on productivity and satisfaction: Testing a usual attachment model. Organizational Behavior and Human Performance, 30(1), 109-131.
Grandey, A. A., Tam, A. P., & Brauburger, A. L. (2002). Affective states and traits in the workplace: Diary and survey data from young workers. Motivation and Emotion, 26(1), 31-55.
Greene, W. E., Walls, G. D., & Schrest, L. J. (1994). Internal Marketing: The Key to External Marketing Success. Journal of Services Marketing, 8(4), 5-13.
Greller, M.M., & Herold, P.M.(1975). Sources of feedback: A preliminary investigation. organizational behavior and human performance, 13(2), 244-256.
Grönroos, C. (1981). Internal marketing - an integral part of marketing theory. In Donnelly J.H. & George W. R., (Eds.), Marketing of services (pp.236-238). Chicage: American Marketing Association.
Grönroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior inter-face. Journal of Business Research, 20(1), 3-12.
Grönroos, C. (1997). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision, 35(3), 322-39.
Grönroos, C. (1994). From marketing mix to relationship marketing: Toward a paradigm shift in marketing. Asia-Australia Marketing Journal, 2(1), 9-30.
Grönroos, C.(1982).An applied service marketing theory. European Journal of Marketing, 16 (7), 30-41.
Grube, J. W., Morgan, M., & McGree, S. T. (1986). Attitudes normative beliefs as predictor of smoking intentions and behavior: A test of three models. British Intention of Social Psychology, 25, 81-93.Guest, D. (1997). Human resource management and performance: A review and research agenda. International Journal of Human Resource Management, 8(3), 263-276.
Gummesson, E. (1999). Total Relationship Marketing: Rethinking Marketing Management from 4Ps to 30Rs. Oxford: Butterworth Heinemann.
Hartline, M.D., & Ferrel, O. C. (1996). The management of customer contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70.
Hartwick, J., & Barki, H. (1994). Explaining the role of user participation ininformation system use. Management Science, 40 (4), 440-465.
Herberlein, T. A., & Black, J. S. (1976). Attitudinal Specificity and the Prediction of Behavior in a Field Setting. Journal of Personality and Social Psychology, 474-479.
Hochschild, A. R. (1983). The managed heart. Los Angeles: University of California Press.
Hoffman, D. K., & Ingram, T. N. (1991). Creating customer-oriented employees: The case in home health care. Journal of Human Capacity Management, 11(2), 24-32.
Homburg, C., & Stock, R. M. (2004). The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis. Journal of the Academy of Marketing Science 32(2), 144-158.
Hooley, G., Fahy, J., Greenly, G., Beracs, J., Fonfara, K., & Snoj, B. (2003). Market orientation in the service sector of the transition economies of Central Europe. European Journal of Marketing, 37(1), 86-106.
House, J. S. (1981). Work stress and social support reading. Mass: Addison-Wesley.
Hurley, R. F. (1998). Customer service behavior in retail settings: A study of the effect of service provider personality. Journal of the Academy of Marketing Science, 26(2), 115-27.
Huseman, R. C., & Hatfield, J. D. (1990). Equity theory and the managerial matrix. Training and Development Journal, 44(4), 98-102.
Ilgen, D. R., Fisher, C. A., & Taylor, M. S. (1979). Consequences of individual feedback on behavior in organization. Journal of Applied Psychology, 64(4), 349-371.
Janice, M. P., & Jane, C. (2002). Organizational justice, change anxiety, and acceptance of downsizing: Preliminary tests of an AET-Based model. Motivation and Emotion, 26(1), 83-103.
Johlke, M. C., & Duhan, D. F. (2000). Testing competing models of sales force communication. Journal of Personal Selling & Sales Management, 21(4), 265-277.
Johlke, M. C., & Duhan, D. F. (2001). Supervisor communication practices and boundary spanner roleambiguity. Journal of Managerial Issues, 13(1), 87-101.
Johnson, G., & Scholes, K. (1993). Exploring corporate strategy: Texts and cases. NY: Prentice-Hall.
Johnson, J. W. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel Psychology, 49(4), 831-851.
Johnston, M. A., Parasuraman, C. M., Futrell, C. M., & Balck, W. C. A. (1990). Longitudinal assessment of the impact of selected organizational influences on salespeople’s organizational commitment during early employment. Journal of Marketing Research, 27(3), 333-344.
Jones, E., Busch, P., & Dacin, P. (2003). Firm market orientation and salesperson customer orientation: Interpersonal and intrapersonal influences on customer service and retention in business-to-business busyer-seller relationships. Journal of Business Research, 56(4), 323-340.
Joseph, W. B. (1996). Internal marketing builds service quality. Journal of Health Care Marketing, 16(1), 54-59.
Kennedy, C., & Levin, B. ( 2002). Telicity Corresponds to Degree of Change. Handout to Speech at Georgetown University.
Kobasa, S. C. O., & Puccetti, M. C.（1983）. Personality and social resources in stress resistance. Journal of Personality and Social Psychology, 45(4), 839-850.
Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: The construct, research propositions, and managerial implications. Journal of Marketing, 54(2), 1-18.
Kotler, P. (1972). A generic concept of marketing. Journal of Marketing, 36(2), 46-54.
Kotler, P. (1994). Marketing management. Englewood cliffs, Prentice-Hall.
Kottke, J. L., & Sahrainski, C. (1988). Measurement perceived supervisor support and organizational support. Educational and Psychology Measurement, 48, 1075-1079.
Kreitner, R., & Kinicki, A. (1997). Organizational Behavior. NY: McGraw-Hill.
Levin, I., & Stokes, J.P. (1989). Dispositional approach to job satisfaction: Role of negative affectivity. Journal of Applied Psychology, 74(5), 752-758.
Levitt, T. (1985). Excerpts from marketing myopia. Harvard Business Review, 64(4), 128.
Levy, M. R. (1983).Conceptualizing and measuring aspects of audience activite. Journalism Quarterly, 60(1), 109-114.
Lings, I. N. (1999). Balancing internal and external market orientation. Journal of Marketing Management, 15(4), 239-263.
Lings, I. N. (2000). Internal marketing and supply chain management. Journal of Services Marketing, 14(1), 27-43.
Lings, I. N. (2004). Internal market orientation: Construct and consequences. Journal of Business Research, 57(4), 405-413.
Lings, I. N., & Greenley, G. E. (2005). Measuring internal market orientation. Journal of Service Research, 7(3), 290-305.
London, M. (1981). Management promotions: Individual and organizational factors influencing the decision process. Academy of management review, 6(4), 539-549.
Marshall, G. W., Baker, J., & Finn, D. W. (1998). Exploring internal customer service quality. The Journal of Business and Industrial Marketing, 13(4), 381-92.
Marshall, G., Baker, J., & Finn , D. W. (1998). Exploring internal customer service quality. Journal of Business and Industrial Marketing, 13(4), 381-392.
McMillian, R. C. (1997). Customer satisfaction and organizational support for service providers. Doctoral Dissertation, University of Florida.
Morris, J. A., & Feldman, D. C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9(3), 257-274.
Narver, J. C., & Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54(4), 20-35.
Nunnally, J. (1978). Psychometric Theory. NY: McGraw-Hill.
O’Hara, B. S., Boles, J. S. & Johnston, M. W. (1991). The influence of personal variables on salesperson selling orientation. Journal of Personal Selling and Sales Management, 11 (1), 61-67.
O’Shea, M., Ashkanasy, N.M., Hartel, C.E.J., & Gallois, C. (2002). Emotion as a mediator of work attitudes and behavioral intentions. Paper presented at the Annual Meeting of the Society for Industrial and Organizational Psychology, Toronto, Ontario, Canada, April.
Oldham, G. R., & Fried, Y. (1987). Employee reactions to workspace characteristics. Journal of Applied Psychology, 72(1), 75-80.
Paterson, J. M., Green, A., & Cary, J. (2002). The measurement of organizational justice in organizational change programmes: A reliability, validity and context-sensitivity assessment. Journal of Occupational and Organizational Psychology, 75(4), 393-408.
Peccei, R., & Rosenthal, P. (1997). The antecedents of employee commitment to customer service: Evidence from a UK service context. International Journal of Human Resource Management, 8(1), 66-86.
Peccei, R., & Rosenthal, P. (2000). Front-line responses to customer orientation programs: A theoretical and empirical analysis. International Journal of Resource Management, 11(3), 562-590.
Piercy, N. F., & Morgan, N. A. (1990). Internal marketing: Making marketing happen. Marketing Intelligence and Planning, 8(1), 4-6.
Piercy, N. F. (1995). Customer satisfaction and the internal market: Marketing our customers to our employees. Journal of Marketing Practice: Applied Marketing Science, 1(1), 22-44.
Piercy, N., & Morgan, N. (1991). Internal marketing: The missing half of the marketing programme. Long Range Planning, 24(2), 82-93.
Pirola-Merlo, A., Härtel, C., Mann, L., & Hirst, G. (2002). How leaders influence the impact of affective events on team climate and performance in R&D teams. The Leadership Quarterly, 13(5), 561-581.
Pitt, L. F., & Foreman, S. K. (1999). Internal marketing role in organizations: A transaction cost perspective. Journal of Business Research, 44(1), 25-36.
Rafiq, M., & Ahmed, P. K. (1993). The scope of internal marketing: Defining the boundary between marketing and human resource management. Journal of Marketing Management, 9(3), 219-232.
Rafiq, M., & Ahmed, P. K. (2000). Advances in the internal marketing concept: Definition, synthesis and extension. Journal of Services Marketing, 14(6), 449-462.
Ramawami, S. N. (1996). Marketing controls and dysfunctional employee behavior: A test of traditional and contingency theory postulates. Journal of Marketing, 60(2), 105-120.Ramayah T., Nasurdin A. M., Noor, M.N., & Sin Q. B. (2004). The relationships between belief, attitude, subjective norm, and behavior towards infant food formula selection. Gadjah Mada International Journal of Business, 6(3), 405-418.
Ramayah, T., Nasurdin, A. M., Noor, M.N., & Sin, Q. B. (2004). The relationships between belief, attitude, subjective norm, and behavior towards infant food formula selection. Gadjah Mada International Journal of Business, 6(3), 405-418.
Ramsay, H., Scholarios, D., & Harley, B. (2000). Employees and high- prformance work systems: Testing inside the black box. British Journal of Industrial Relations, 38(4), 501-531.
Ramsey, R. P., & Sohi, R. S. (1997). Listening to your customer: The impact of perceived salesperson listening behavior on relationship outcomes. Journal of Marketing Sciences , 25(2), 127-137.
Rawstorne, P., Jayasuriya, R., & Caputi, P. (2000). Issues in predicting and explaining usage behaviors with the technology acceptance model and the theory of planned behavior when usage is mandatory. Proceedings of the twenty first international conference on information systems, 35-44.
Reus, T. H., & Liu, Y. (2004).Rhyme and reason: Emotional capability and the performance of knowledge-intensive work groups. Human Performance, 17(2), 245-266.
Reynoso, J. F., & Moores, B. (1996). Internal relationships marketing: Theory and practice. Paul Chapman Publishing.
Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87, 698-714.
Richardson, B. A., & Robinson, C. G. (1986). The impact of internal marketing on customer service in a retail bank. The International Journal of Bank Marketing, 4(5), 3-30.
Rindfleisch, A., & Moorman, C. (2003). Interfirm cooperation and customer orientation. Journal of Marketing Research, 40(4), 421-436.
Ryan, M. J. (1982). Behavioral intention formation: The interdependency of attitudinal and social influence variables. Journal of Consumer Research, 9(3), 263-278.
Sasser, W. E., & Arbeit, S. P. (1976). Selling jobs in the service sector. Business Horizons, 19(3), 61-65.
Saxe, R. (1979). The Customer Orientation of Salespeople. doctoral dissertation, UCLA Graguate School Abstracts International, Aprial 1980, 40(10), 5570A.
Saxe, R., & Weitz, B. A. (1982). The SOCO Scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19 (3), 343-351.
Schaefer, C., Coyne, J. C., & Lazarus, R. S. (1981). The healthrelated functions of social support. Journal of Behavior Medicine, 4(4), 381-406.
Scherer, K. R., Wranik, T., Sangsue, J., Tran, V., & Scherer, U. (2004). Emotions in everyday life: Probability of occurrence, risk factors, appraisal and reaction patterns. Social Science Information, 43(4), 499-570.
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.
Shnock, L. R., & Eisenberger, R. (2006). When supervisors feel supported: Relationship with subordinates’ perceived supervisor support, perceived organizational support, and performance. Journal of Applied Psychology, 91(3), 689-695.
Simon, J. B., Bulent, M., & Sara, L. S. (2004). When customers disappoint: A model of relational internal marketing and customer complaints. Academy of Marketing Science Journal, 32(2), 112-126.
Slater, S. F., & Naver, J. C. (2000). The Positive effect of a market orientationon business profitability: A balanced replication. Journal of Business Research, 48(1), 69-73.
Smidts, A., Pruyn, A. T. H., & van Riel, C. B. M. (2001). The impact of employee communication and perceived external prestige on organizational identification. Academy of Management Journal, 44(5), 1051-1062.
Spencer, L. M. & Spencer, S. M. (1993). Competence at work: Model for superior performance. New York: Wiley Suzanne H. Lease.
Stauss, B., & Schulze, H. S. (1990). Internes marketing. Marketing ZFP, 12(3), 149-158.
Stephen, & Cvaig (1982). Performance appraisal and review systems. Scote: Foresman and company.
Stock, R. M., & Hoyer, W. D. (2002). Leadership styleas driver of salespeoples’ customer orientation. Journal of Market-Focused Management, 5(4), 355-376.
Stock, R. M., & Hoyer, W. D. (2005). An attitude-behavior model of salespeople’s customer orientation. Journal of the Academy of Marketing Science, 33(4), 538-552.
Taco, H. R., & Yongmei, L. (2004). Rhyme and reason: Emotional capability and the performance of knowledge –intensive work groups. Human Performance, 17(2), 245-266.
Tansuhaj , P.S., Wong, J., & McCullough, J. (1987). Internal and external marketing: Effects on customer satisfaction in banks in Thailand. International Journal of Bank Marketing, 5 (3), 73-83.
Tansuhaj, P., Randall, D., & McCullough, J. (1988). A Services Marketing management model: Integrating internal and external marketing. Journal of Services Marketing, 2(1), 31-38.
Thoits, P. A. (1982). Conceptual, methodological, and theoretical problems in studing social support as a buffer against life stress. Journal of Health and Social Behavior, 23(2), 145-159.
Thomas, R. W., Soutar, G. N., & Ryan, M. M. (2001). The Selling Orientation-Customer Orientation (S.O.C.O.) Scale: a proposed short form. Journal of Personal Selling & Sales Management, 21(1), 63-69.
Thorbjørnsen , H., Pedersen, P. E., & Nysveen, H.(2007). This is who i am: Identity expressiveness and the theory of planned behavior. Psychology & Marketing, 24 (9), 763-785.
Vallerand, R. J., Deshaies, P., Cuerrier, J., Pelletier, L. G., & Mongeau, C. (1992). Ajzen and Fishbein’s theory of reasoned action as applied to moral behavior: A confirmatory analysis. Journal of Personality and Social Psychology, 62(1), 98–109.
Vorhies, D. W., Haker, M., & Rao, C. P. (1999). The capabilities and performance advantages of market-driven firms. European Journal of Marketing, 33(11), 1171-1202.
Wasmer, D. J., & Brunner, G. C.(1991). Using organizational culture to design internal marketing strategies. Journal of Services Marketing, 5(1), 35-46.
Wayne, S. J., Shore, L. M., & Liden, R. C. (1997). Perceptions of rganizational support and leader-member exchange. A social exchange perspective. Academy of Management Journal, 40(1), 82-111.
Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experience at work. Research in Organizational Behavior, 18, 1-74.
Weiss, H.M. (1999). Multiagent systems: A modern approach to distributed artificial intelligence. Cambridge, Massachusetts, London: The MIT Press.
Weiss, H. M., Suckow, K., & Cropanzano, R. (1999). Effects of justice conditions on discrete emotions. Journal of Applied Psychology, 84(5), 786-794.
Williams, M. R., & Attaway, J. S.(1996). Exploring salesperson’s customer orientation as mediator of mediator of organizational culture’s influence on buyer-seller relationships. Journal of Personal Selling & Sales Management, 16(4), 33-52.
Wood, V. R., Bhuian, S., & Kiecher, P.(2000). Market Orientation and Organizational Performance in Not-for-Profit Hospitals. Journal of Business Research, 48(3), 213-226.
Wright, & McMahan. (1992). Theoretical Perspective for Strategic HRM. Journal of Management, 18(2), 295-520.
Young, R. A., & Kent, A.T.（1985）. Using the theory of reasoned action to improve the understanding of recreation behabior. Journal of Leisure Research , 17(2) , 90-106 .
Zerbe, W. J., Dobni, D., & Harel, G. H. (1998). Promoting employee service behavior: The role of perceptions of human resource management practices and service culture. Canadian Journal of Administrative Science, 15(2), 165-179.