1. Hoffman, K.D., Ingram, T.N. Service provider job satisfaction and customer. Journal of Services Marketing, 1992. 6(2): 68-78. [ DOI:10.1108/08876049210035872] 2. Golparvar, M. and M. Nadi, Perceptions of justice with Customer-Oriented Behaviors among nurses. Journal of Health Administration, 2009. 12(35): 61-70. [persian] 3. Price, L.L., Arnould, E.J., Tierney, P. Going to extremes: Managing service encounters and assessing provider performance. The Journal of Marketing, 1995: p. 83-97. [ DOI:10.2307/1252075] 4. Berry, L.L., Bendapudi, N. Health care a fertile field for service research. Journal of Service Research, 2007. 10(2): 111-122. [ DOI:10.1177/1094670507306682] 5. Yoon, S.-J., Choi, D.-C. Park, J.-W. Service orientation: Its impact on business performance in the medical service industry. The Service Industries Journal, 2007. 27(4): 371-388. [ DOI:10.1080/02642060701346375] 6. Hall, J.A., Liking in the physician–patient relationship. Patient education and counseling, 2002. 48(1):. 69-77. [ DOI:10.1016/S0738-3991(02)00071-X] 7. Rassouli, M., Patient-centered communication barriers: experiences of patients with cancer, their family members and nurses. Journal of Urmia Nursing And Midwifery Faculty. 2014;11(10):753–64. [persian] 8. McCormack, L.A., Measuring patient-centered communication in cancer care: a literature review and the development of a systematic approach. Social Science & Medicine, 2011. 72(7): 1085-1095. [ DOI:10.1016/j.socscimed.2011.01.020] 9. Lee, C.-K., The impact of CSR on casino employees' organizational trust, job satisfaction, and customer orientation: An empirical examination of responsible gambling strategies. International Journal of Hospitality Management, 2013. 33: 406-415. [ DOI:10.1016/j.ijhm.2012.10.011] 10. Ebrahimy, A., Javadi, M. The examination of the relationship between role stress with customer orientation and job performance of retail salespeople. Journal of Marketing Management, 2012(13). [persian] 11. Movahedi, M., Moradi, M. The effect of knowledge management on Customer Orientation: case study of insurance companies in Tehran. Journal of Industrial Strategic Management, 2015. 11(36): 41-54. [persian] 12. Allahyari Bouzanjani, A., Mosleh, A. Service-oriented citizenship behaviors: the effect of employees' perception about internal service quality. Organizational Behaviour Studies Quarterly, 2015. 4(2): 163-143.[persian] 13. Pantouvakis, A., Internal service quality and job satisfaction synergies for performance improvement: Some evidence from a B2B environment. Journal of Targeting, Measurement and Analysis for Marketing, 2011. 19(1): 11-22. [ DOI:10.1057/jt.2011.2] 14. Parasuraman, A., Zeithaml, V., Berry, L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Retailing: Critical Concepts, 2002. 64(1): 140. 15. Boshoff, C., Mels, G. A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality. European Journal of Marketing, 1995. 29(2): 23-42. [ DOI:10.1108/03090569510080932] 16. Wu, X., Y. Liu., Ling, Q. The composition and impact of internal service quality: An empirical study in hotel industry. in 2014 11th International Conference on Service Systems and Service Management (ICSSSM). 2014. IEEE. 17. Singh, K., Influence of internal service quality on job performance: a case study of Royal Police Department. Procedia-Social and Behavioral Sciences, 2016. 224: [ DOI:10.1016/j.sbspro.2016.05.396] 18. Fadil, H., Singh, K., Joseph, C. The influence of organizational innovation towards internal service quality in MBKS. Procedia-Social and Behavioral Sciences, 2016. 224: 317-324. [ DOI:10.1016/j.sbspro.2016.05.491] 19. Kang, G.-D., Jame, J., Alexandris, K. Measurement of internal service quality: application of the SERVQUAL battery to internal service quality. Managing Service Quality: An International Journal, 2002. 12(5):. 278-291. [ DOI:10.1108/09604520210442065] 20. Hallowell, R., Schlesinger, L.A., Zornitsky, J. Internal service quality, customer and job satisfaction: Linkages and implications for management. People and Strategy, 1996. 19(2): 20. 21. Reynoso, J., Moores, B. Towards the measurement of internal service quality. International Journal of Service Industry Management, 1995. 6(3): p. 64-83. [ DOI:10.1108/09564239510091349] 22. Lund, D.B., Organizational culture and job satisfaction. Journal of Business & Industrial Marketing, 2003. 18(3): 219-236. [ DOI:10.1108/0885862031047313] 23. Maurya, U. K., Corporate identity, customer orientation and performance of SMEs: Exploring the linkages. IIMB Management Review, 2015. 27(3): p. 159-174. [ DOI:10.1016/j.iimb.2015.05.001] 24. Greenhaus, J.H., Parasuraman, S., Wormley, W.M. Effects of race on organizational experiences, job performance evaluations, and career outcomes. Academy of Management Journal, 1990. 33(1): 64-86. 25. Saxe, R., Weitz, B.A. The SOCO scale: a measure of the customer orientation of salespeople. Journal of Marketing Research, 1982: 343-351. [ DOI:10.2307/3151568] 26. Donavan, D.T., Brown, T.J., Mowen, J.C. Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 2004. 68(1): 128-146. [ DOI:10.1509/jmkg.68.1.128.24034] 27. Mechinda, P., Patterson, P.G. The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting. Journal of Services Marketing, 2011. 25(2): 101-113. [ DOI:10.1108/08876041111119822]
|