4 Bibliography
4 Bibliography
Bibliography
Journal References:
Anderson, E. W., Fornell, C., Rust, R. T., & , .(1997). Customer satisfaction,
productivity, and profitability: Differences between goods and services.
Marketing Science, 16, 129-145.
Bird, S.R., Rotolo, T., & Wharton A.S. (2000). Social Context at Work: A
Multilevel Analysis of Job Satisfaction. Sociological Forum, 15 (1), 65-90.
Bockerman, P., Ilmakunnas, P. (2006), Do Job Disamenities Raise Wages or Ruin Job
Satisfaction? International Journal of Manpower, Vol. 27, No. 3, pp. 290-302.
Bokemeir, J. L. & Lacy, W.B (1987). Job Values Rewards, and Work Conditions
as Factors in Job Satisfaction among Men and Women. The Sociological
Quarterly, 28 (2), 189-204.
Burke, R. J., Graham, J., & Smith, F.(2005). Effects of reengineering on the employee
satisfaction-cUstomer satisfaction relationship. The Tqm Magazine, 17, 358-363.
Chen, S., Yang, C., Shiau, J., Wang, H. (2006), The Development of an Employee
Satisfaction Model for Higher Education. The TQM Magazine, Vol. 18, No. 5, pp.
484-500.
Desmarais, M.(2005). Call center employee satisfaction and customer satisfaction link.
Eccles, G., Durand, P., & , .(1997). Measuring customer satisfaction and employee
attitude at forte hotels.
Ernst & Young and American Quality Foundation (1992), International Quality Study:
Top-line Findings.
Fornell, and Donald R. Lehmann (1994), "Customer Satisfaction, Market Share, and
Profitability," Journal of Marketing, 56, 53-66.
Relationship Between Employee 60
Hauser, J. R., Simester, D. I., Wernerfelt, B., & , .(1994). Customer satisfaction
incentives. Marketing Science, 13, 327-350.
Heller, D., Judge, T. A., Watson, D. (2002), The Confounding Role of Trait and
Personality Affectivity in the Relationship between Job and Life Satisfaction.
Journal of Organizational Behavior, Vol. 23, No. 7, pp. 815-835.
Heywood, J. S., Siebert, W.S., Wei, X. (2002), Worker Sorting and Job Satisfaction: The
Case of Union And Government Jobs. Industrial and Labor Relations Review,
Vol. 55, No. 4, pp. 595-609.
Iacobucci, D., Ostrom, A., Grayson, K., & , .(1995). Distinguishing service quality and
customer satisfaction: The voice of the consumer. Journal of Consumer
Psychology, 4, 277-303.
Kalleberg, A.L. (1977). Work Values and Job Rewards: A Theory of Job
Satisfaction. American Sociological Review, 42 (1), 124-143.
Kanji, G.K. & Wallace, W. (2000). Business excellence through customer satisfaction.
Total Quality Management, 11 (7), 979-998.
Kondo, Y. (2001). Customer satisfaction: How can I measure it? Total Quality
Management, 12 (7&8), 867-872.
Lau, C., Tse, D. K., Zhou, N. (2002), Institutional Forces and Organizational Culture in
China: Effects on Change Schemas, Firm Commitments and Job Satisfactions.
Journal of International Business Studies, Vol. 33, No. 3, pp. 533-550.
Lichtenstein, R., Alexander J. A., McCarthy, J. F., Wells, R. (2004), Status Differences in
Cross-Functional Teams: Effects on Individual Member Participation, Job
Satisfaction, and Intent to Quit. Journal of Health and Social Behavior, Vol. 45,
No. 3, pp. 322-335.
Relationship Between Employee 61
Meuter, M.L., Ostrom, A.L., Roundtree, R.I., & Bitner, M.J. (2000). Self-service
Technologies: Understanding Customer Satisfaction with Technology-Based
Service Encounters. The Journal of Marketing, 64 (3), 50-64.
Pothas, A.M., De Wet, A.G., & De Wet, J.M. (2001). Customer satisfaction:
Keeping tabs on the issues that matter. Total Quality Management, 12 (1), 83-94
Rust, R.T., Inman, J.J., Jia, J., & Zahorik, A. (1999). What you dont know about
customer-perceived quality: The role of customer expectation distributions.
Marketing Science, 18 (1), 77-92.
Vilares, M.J. & Coelho, P.S. (2001). The employee-customer satisfaction chain in the
ECSI model. European Journal of Marketing, 37 (11/12), 1703-1722.
Weaver, J.J. (1994), Want customer satisfaction? Satisfy your employees first, HR
Magazine, 39, 110.
Wong, Y & Kanji, G.K. (2001). Measuring customer satisfaction evidence from Hong
Kong retail banking industry. Total Quality Management, 12 (7), 939-948.
Zondiros, D., Konstantopoulos, N., & Tomaras, P. (2007). A simulation model for
measuring customer satisfaction through employee satisfaction. Computation
in Modern Science and Engineering, 63 (2,B).
Book references:
Relationship Between Employee 62
Howard, J.A. and Seth, J.N. (1969). The Theory of Buyer Behavior. N.Y.: John Wiley
and Sons.
Internet Sources: