Using manager reports of employee behavior to investigate the relationship between organizational citizenship behaviors and customers' perceptions of service quality

Services Marketing Quarterly

Volumn 28, Issue 1, 2006, Pages 103-118

  Bienstock, Carol C ^a   DeMoranville, Carol W ^b  

^a RADFORD UNIVERSITY   (United States)

^b BRYANT UNIVERSITY   (United States)

Author keywords

Organizational citizenship behavior; Service quality

Indexed keywords

EID: 33750255055     PISSN: 15332969     EISSN: 15332977     Source Type: Journal    
DOI: 10.1300/J396v28n01_06     Document Type: Article

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