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How organizational citizenship behavior mediates between internal marketing and service quality
16 references·3 citing·37 second hop
How organizational citizenship behavior mediates between internal marketing and service quality (2012)How organizational citizenship behavior m…Organizational Citizenship Behavior: Its Nature, Antecedents, and Consequences (2006)Organizational Citizenship Be…Strategy Maps: Converting Intangible Assets into Tangible Outcomes (2003)Strategy Maps: Converting Int…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…A META‐ANALYTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR (1995)A META‐ANALYTIC REVIEW OF ATT…CITIZENSHIP BEHAVIOR AND SOCIAL EXCHANGE. (1994)CITIZENSHIP BEHAVIOR AND SOCI…JUSTICE AS A MEDIATOR OF THE RELATIONSHIP BETWEEN METHODS OF MONITORING AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR. (1993)JUSTICE AS A MEDIATOR OF THE …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors (1990)Transformational leader behav…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Organizational Citizenship Behavior: The Good Soldier Syndrome. (1988)Organizational Citizenship Be…An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment (1988)An Updated Paradigm for Scale…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Structural equation modeling for validating impact of 5S implementation on business excellence of manufacturing organizations (2017)Structural equation modeling …The Effect of Internal Marketing on Organizational Citizenship Behavior of Academic Staff in Higher Educational Institutions (2016)The Effect of Internal Market…Internal Marketing and Customer Loyalty: A Dyadic Analysis (2015)Internal Marketing and Custom…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Coefficient Alpha and the Internal Structure of Tests (1951)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A Brief Tutorial on the Development of Measures for Use in Survey Questionnaires (1998)Structural Equation Modeling and Regression: Guidelines for Research Practice (2000)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Self-Reports in Organizational Research: Problems and Prospects (1986)AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS. (1995)Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research (2000)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Culture's Consequences: International Differences in Work-Related Values (1981)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)HELPING AND VOICE EXTRA-ROLE BEHAVIORS: EVIDENCE OF CONSTRUCT AND PREDICTIVE VALIDITY. (1998)Trust in leadership: Meta-analytic findings and implications for research and practice. (2002)The Meaning of Employee Engagement (2008)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)E-S-QUAL (2004)Self‐determination theory and work motivation (2005)Social Exchange Theory: An Interdisciplinary Review (2005)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
  • 1990Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors5,622 cited
  • 1988Organizational Citizenship Behavior: The Good Soldier Syndrome.5,591 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1995A META‐ANALYTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR3,226 cited
  • 1993JUSTICE AS A MEDIATOR OF THE RELATIONSHIP BETWEEN METHODS OF MONITORING AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR.2,479 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 2003Strategy Maps: Converting Intangible Assets into Tangible Outcomes2,049 cited
  • 1994CITIZENSHIP BEHAVIOR AND SOCIAL EXCHANGE.

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1,926 cited
  • 2006Organizational Citizenship Behavior: Its Nature, Antecedents, and Consequences1,904 cited
  • 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
  • Cited by

    • 2015Internal Marketing and Customer Loyalty: A Dyadic Analysis18 cited
    • 2016The Effect of Internal Marketing on Organizational Citizenship Behavior of Academic Staff in Higher Educational Institutions18 cited
    • 2017Structural equation modeling for validating impact of 5S implementation on business excellence of manufacturing organizations14 cited