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

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  • Yoon, Mahn Hee
  • Suh, Jaebeom

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  • Yoon, Mahn Hee & Suh, Jaebeom, 2003. "Organizational citizenship behaviors and service quality as external effectiveness of contact employees," Journal of Business Research, Elsevier, vol. 56(8), pages 597-611, August.
    • Handle: RePEc:eee:jbrese:v:56:y:2003:i:8:p:597-611
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    References listed on IDEAS

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    1. Michèle Paulin & R.J. Ferguson & Marielle Audrey Payaud, 2000. "Business effectiveness & professional service personnel : relational or transactional managers ?," Post-Print halshs-00650017, HAL.
    2. MacKenzie, Scott B. & Podsakoff, Philip M. & Fetter, Richard, 1991. "Organizational citizenship behavior and objective productivity as determinants of managerial evaluations of salespersons' performance," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(1), pages 123-150, October.
    3. Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. "Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(4), pages 655-662, March.
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