- Amini, Mohammad Taghi, sohrabi,shahab (2010). Impact of gender on customer loyalty by relationship marketing approach, development management journal, vol.4, No4, pp.73-83.
- Anderson, E. W and Weitz, B. (1989) «Determinants of continuity in conventional industrial channels dyads», Marketing Science, Vol. 8, No. 4, pp. 310-23.
- Anderson, J. C. and Narus, J. A. (1990) «A model of distributor firm and manufacturer firm working partnerships», Journal of Marketing, Vol. 54, No. 1, pp. 42-58.
- Barnard, C. I. (1938); The functions of the executive, Cambridge, MA: Harvard University Press.
- Bateman, T.S., and Organ, D.W. (1983); "Job satisfaction and the good soldier: The relationship between affect and employee citizenship", Academy of Management Journal, 26, pp. 587-595.
- Berry, L.(1983) L: Emerging perspective on services marketing, American marketing Association, Chicago, IL.
- Borman, W. C., and Motowidlo, S. J. (1993); "Expanding the criterion domain to include elements of contextual performance", In N. Schmitt and W. Borman (Eds.), Personnel selection in organizations, pp. 71-98. New York: Jossey Bass.
- Carmen. B & Armario, Enrique & Ruiz, David's. (2004),"The influence of employee organizational citizenship behavior on customer loyalty", international journal of Service industry management, Vol.15 No.1,pp 276-282
- Dwyer, F. R and Schurr, P. H. and Oh, S. (1987) «Developing Buyer-Seller Relationships», Journal of Marketing, Vol. 51, pp. 11–27.
- George, J. M., and Brief, A. P. (1992); "Feeling good -doing good: A conceptual analysis of the mood at work-organizational spontaneity relationship", Psychological Bulletin, 112, pp. 310-329.
- George, J. M., and Jones, G. R. (1997); "Organizational spontaneity in context", Human Performance, 10, pp. 153-170.
- Graham, J. W. (1989); "Organizational citizenship behavior: Construct redefinition, operationalization, and validation", Unpublished Working Paper, Loyola University of Chicago, Chicago, IL.
- Gronroos, C. (1994) «From marketing mix to relationship marketing: Towards a paradigm shift in marketing», Management Decision, Vol. 32, No. 2, pp. 4-20.
- Hunt, S. D. and Arnett, D. B and Madhavaram, S. (2006) «The explanatory foundations of relationship marketing theory», Journal of Business & Industrial Marketing, Vol. 21, No. 2, pp.72–87.
- Katz, D. (1964); "Motivational basis of organizational behavior", Behavioral Science, 9, pp. 131-146.
- Katz, D., and Kahn, R. L. (1966); The Social Psychology of Organizations, New York: John Wiley.
- Kotler, P and Armstrong, G. and Saunders, J and Wong, V (1999) Principles of marketing, Prentice-Hall, Upper Saddle River, New
- Law, A. K. Y and Hui, Y. V and Zhao, X (2004) «Modeling repurchase frequency and customer satisfaction for fast food outlets», International Journal of Quality & Reliability Management, Vol. 21, No. 5, pp. 545-563.
- Mackenzie, S.B., Podsakoff, P.M, and Fetter, R. (1993); "The impact of organizational citizenship behavior on evaluations of salesperson performance", Journal of Marketing, 57 (70).
- Molina, A and Martin-Consuegra, D and Esteban, A. (2007) «Relational benefits and customer satisfaction in retail banking», International Journal of Bank Marketing, Vol. 25, No. 4, pp. 253-271.
- Morgan, R. M and Hunt, S. D. (1994) «The commitment-trust theory of relationship marketing», Journal of Marketing, Vol. 58, No. 3, pp. 20-38.
- Ndubisi, N. O and Wah, C. K. (2005) «Factorial and discriminant analyses of the underpinning of relationship marketing and customer satisfaction», International Journal of bank marketing, Vol. 23, No. 7, pp. 542.
- Organ, D. W. (1988); Organizational Citizenship Behavior: The Good Soldier Syndrome, Lexington, MA: Lexington Books.
- Podsakoff, P.M., Mackenzie, S.B., Beth Pain, J., and Bachrach. D.G. (2000); "Organizational citizenship behaviors: a critical review of the theoretical and empirical literature and suggestions for future research", Journal of Management, 26 (3), p. 513.
- Sin, L. Y. M and Tse, A. C. B. and Yau, O. H. M. and Lee, J. S. Y and Chow, R. (2002) «The effect of relationship marketing orientation on business performance in a service-orientedeconomy », Journal of Service marketing, Vol. 16, No. 7, pp. 656-676.
- Smith, J. B and Barclay, D. W. (1997) «The Effects of Organizational Differences and Trust on the Effectiveness of Selling Partner Relationships», Journal of Marketing, Vol. 61,pp. 3-21.
- So, S. L. M. and Speece, M. W. (2000) «Perceptions of relationship marketing among account managers of commercial banks in a Chinese environment», International Journal of Bank Marketing, Vol. 18, No. 7, pp. 315-327.
- Vasudevan, H and Gaur, S. S and Shinde, R. K. (2006) «Relational switching costs, satisfaction and commitment A study in the Indian manufacturing context», Asia Pacific Journal of Marketing and Logistics, Vol. 18, No. 4, pp. 342-353.
- Williams, L. J., and Anderson, S. E. (1991); "Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors", Journal of Management, 17, pp. 601-617.
- Fatahi, Mehdi and Azami, Amir (2008). Organizational citizenship behavior: Identification, creating factors, outcomes and prepare a model, First national conference of OCB, Tehran university, management faculty.
- Ranjbaran, Bahram and Barari Mojtaba (2009). Impact of buildings of Relationship marketing on costumer loyalty in private and public banks, business journal, vol.1, No2, pp.83-90.
- Ranjbaran, Bahram and Barari Mojtaba (2009). Relationship marketing, Approaches for development of costumer satisfaction, executive management journal, vol.9, No2, pp.45-65.
- Syed Javadain , sayed Reza ; Rayej , Hamze ; Aghamiri , sayed ali and yazdani hamidreza (2010), internal marketing, for improvement of organizational citizenship behavior and service quality , Modares journal , vol.14, No2, pp.59-75
|
