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How does Organizational Citizenship Behavior Influence The Service Quality of Bank Employees During The COVID-19 Pandemic? Evidence From in Bekasi, Indonesia
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How does Organizational Citizenship Behavior Influence The Service Quality of Bank Employees During The COVID-19 Pandemic? Evidence From in Bekasi, Indonesia (2024)How does Organizational Citizenship Behav…Make green, live clean! Linking adaptive capability and environmental behavior with financial performance through corporate sustainability performance (2022)Make green, live clean! Linki…Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender (2020)Service quality dimensions as…Factors influencing the adoption of information technology in the hotel industry. An analysis in a developing country (2020)Factors influencing the adopt…What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia (2019)What drives experiential loya…Transformational leadership and employee performance: The role of identification, engagement and proactive personality (2018)Transformational leadership a…How perceptions of training impact employee performance (2018)How perceptions of training i…Applying complexity theory to solve hospitality contrarian case conundrums (2015)Applying complexity theory to…The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking (2013)The Impacts of Service Qualit…Understanding service quality (2012)Understanding service qualityThe impacts of perceived organizational support and psychological empowerment on job performance: The mediating effects of organizational citizenship behavior (2011)The impacts of perceived orga…E‐retailing by banks: e‐service quality and its importance to customer satisfaction (2009)E‐retailing by banks: e‐servi…Organizational citizenship behaviors and service quality as external effectiveness of contact employees (2003)Organizational citizenship be…Organizational citizenship behavior and service quality (2003)Organizational citizenship be…Service quality: a tutorial (1998)Service quality: a tutorialThe Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Organizational citizenship behavior as a critical link between HRM practices and service quality (1996)Organizational citizenship be…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The antecedents and consequents of relationship quality in internet shopping (2010)Examining the key dimensions of mobile banking service quality: an exploratory study (2016)Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting (2018)Culture's Consequences: International Differences in Work-Related Values (1981)On the Evaluation of Structural Equation Models (1988)Green organizational climates and employee pro-environmental behaviour in the hotel industry (2016)Perceived corporate social responsibility's impact on the well-being and supportive green behaviors of hotel employees: The mediating role of the employee-corporate relationship (2019)Do mindfulness and perceived organizational support work? Fear of COVID-19 on restaurant frontline employees’ job insecurity and emotional exhaustion (2020)E-satisfaction: an initial examination (2000)Service loyalty (2002)E-S-QUAL (2004)E-service quality and e-retailers: Attribute-based multi-dimensional scaling (2020)E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out (2021)To leave or retain? An interplay between quality digital banking services and customer satisfaction (2021)Comparative fit indexes in structural models. (1990)Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior (2006)Social exchanges as motivators of hotel employees’ organizational citizenship behavior: The proposition and application of a new three-dimensional framework (2011)An examination of the links between corporate social responsibility (CSR) and its internal consequences (2016)The House of Quality (1988)Why Satisfied Customers Defect (1995)Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction* (2006)Creating consumer durable retailer customer loyalty through order fulfillment service operations (2007)Perceived service quality (2007)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Achieving environmental sustainability through green transformational leadership policy: Can green team resilience help? (2020)Impact of transformational leadership on work performance, burnout and social loafing: a mediation model (2020)An approach to employees’ job performance through work environmental variables and leadership behaviours (2021)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Strategic HRM and organisational performance: does turnover intention matter? (2020)How work engagement relates to performance and absenteeism: a meta-analysis (2021)Using the social exchange theory to explore the employee-organization relationship in the hospitality industry (2021)Promoting service quality in tourist hotels: the role of HRM practices and service behavior (2003)Equity and relationship quality influences on organizational citizenship behaviors (2005)Leading by example: The case of leader OCB. (2011)A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses (2008)SATISFACTION, CITIZENSHIP BEHAVIORS, AND PERFORMANCE IN WORK UNITS: A META-ANALYSIS OF COLLECTIVE CONSTRUCT RELATIONS (2010)The effects of ethical leadership on manager job satisfaction, commitment, behavioral outcomes, and firm performance (2011)
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References

  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 2011The impacts of perceived organizational support and psychological empowerment on job performance: The mediating effects of organizational citizenship behavior810 cited
  • 2018Transformational leadership and employee performance: The role of identification, engagement and proactive personality769 cited
  • 2003Organizational citizenship behaviors and service quality as external effectiveness of contact employees405 cited
  • 1996Organizational citizenship behavior as a critical link between HRM practices and service quality380 cited
  • 2003Organizational citizenship behavior and service quality298 cited
  • 2009E‐retailing by banks: e‐service quality and its importance to customer satisfaction239 cited
  • 1998Service quality: a tutorial205 cited
  • 2018How perceptions of training impact employee performance126 cited
  • 2013The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking111 cited
  • 2015Applying complexity theory to solve hospitality contrarian case conundrums99 cited
  • 2020Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender91 cited
  • 2020Factors influencing the adoption of information technology in the hotel industry. An analysis in a developing country87 cited

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2022
Make green, live clean! Linking adaptive capability and environmental behavior with financial performance through corporate sustainability performance
83 cited
  • 2012Understanding service quality75 cited
  • 2019What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia73 cited
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