Access the full text.
Sign up today, get DeepDyve free for 14 days.
C. Fornell, D. Larcker (1981)
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and StatisticsJournal of Marketing Research, 18
Gordon Fullerton (2003)
When Does Commitment Lead to Loyalty?Journal of Service Research, 5
T. Park, J. Shaw (2013)
Turnover rates and organizational performance: a meta-analysis.The Journal of applied psychology, 98 2
S. Appleton-Knapp, K. Krentler (2006)
Measuring Student Expectations and Their Effects on Satisfaction: The Importance of Managing Student ExpectationsJournal of Marketing Education, 28
Fatma Küskü (2001)
Dimensions of employee satisfaction: A state university example *METU Studies in Development, 28
M. Griffin, A. Neal, S. Parker (2007)
A new model of work role performance: Positive behavior in uncertain and interdependent contextsAcademy of Management Journal, 50
J. Hox, M. Moerbeek, R. Schoot (2017)
Multilevel Analysis : Techniques and Applications, Third Edition
J. Douglas, A. Douglas, B. Barnes (2006)
Measuring student satisfaction at a UK universityQuality Assurance in Education, 14
Sunil Gupta, V. Zeithaml (2006)
Customer Metrics and Their Impact on Financial PerformanceMarketing Science, 25
D. Harrison, Daniel Newman, P. Roth (2006)
How Important are Job Attitudes? Meta-Analytic Comparisons of Integrative Behavioral Outcomes and Time SequencesAcademy of Management Journal, 49
T. Hennig-Thurau (2004)
Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retentionInternational Journal of Service Industry Management, 15
A. Hayes (2013)
Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach
John Myer, Thomas Becker, C. Vandenberghe (2004)
Employee commitment and motivation: a conceptual analysis and integrative model.The Journal of applied psychology, 89 6
B. Schneider, D. Bowen (1985)
Employee and customer perceptions of service in banks: Replication and extension.Journal of Applied Psychology, 70
Stephanie Castro (2002)
Data analytic methods for the analysis of multilevel questions: A comparison of intraclass correlation coefficients, rwg(j), hierarchical linear modeling, within- and between-analysis, and random group resamplingLeadership Quarterly, 13
Dr. Shekhar, D. Kumar (2011)
Perspectives Envisaging Employee Loyalty - A Case AnalysisOrganizations & Markets: Policies & Processes eJournal
H. Liao, Aichia Chuang (2004)
A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMESAcademy of Management Journal, 47
James Anderson, D. Gerbing (1988)
STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACHPsychological Bulletin, 103
M. Sandada, B. Matibiri (2016)
An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern AfricaSouth East European Journal of Economics and Business, 11
Y. Hill, L. Lomas, J. Macgregor (2003)
Students’ perceptions of quality in higher educationQuality Assurance in Education, 11
K. Storbacka, T. Strandvik, C. Grönroos (1994)
Managing Customer Relationships for Profit: The Dynamics of Relationship QualityInternational Journal of Service Industry Management, 5
K. Chan, C. Yim, Simon Lam (2010)
Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services across CulturesJournal of Marketing, 74
D. Bowen, B. Schneider (2014)
A Service Climate Synthesis and Future Research AgendaJournal of Service Research, 17
Vikas Mittal, W. Kamakura (2001)
Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer CharacteristicsJournal of Marketing Research, 38
Audrey Charbonnier-Voirin, Patrice Roussel (2012)
Adaptive Performance: A New Scale to Measure Individual Performance in OrganizationsCanadian Journal of Administrative Sciences-revue Canadienne Des Sciences De L Administration, 29
L. Mai (2005)
A Comparative Study Between UK and US: The Student Satisfaction in Higher Education and its Influential FactorsJournal of Marketing Management, 21
Ove Hansemark, Maria Albinsson (2004)
Customer satisfaction and retention: the experiences of individual employeesManaging Service Quality, 14
K. Elliott, Dooyoung Shin (2002)
Student Satisfaction: An alternative approach to assessing this important conceptJournal of Higher Education Policy and Management, 24
T. Jones (1996)
Why Satisfied Customers DefectJournal of Management in Engineering, 12
J. Hogreve, Anja Iseke, Klaus Derfuss, T. Eller (2017)
The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical FrameworkJournal of Marketing, 81
R. Silvestro (2002)
Dispelling the modern myth - employee satisfaction and loyalty drive service profitabilityInternational Journal of Operations & Production Management, 22
T. Judge, Carl Thoresen, J. Bono, Gregory Patton (2001)
The job satisfaction-job performance relationship: a qualitative and quantitative review.Psychological bulletin, 127 3
J. Elegido (2013)
Does It Make Sense to Be a Loyal Employee?Journal of Business Ethics, 116
G. Svensson, G. Wood (2007)
Are university students really customers? When illusion may lead to delusion for all!International Journal of Educational Management, 21
Christian Homburg, R. Stock (2004)
The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysisJournal of the Academy of Marketing Science, 32
S. Arabia (2013)
Employee Emotional Intelligence and Employee Performance in the Higher Education Institutions in Saudi Arabia: A Proposed Theoretical Framework
L. Koopmans, C. Bernaards, V. Hildebrandt, H. Vet, A. Beek (2014)
Construct Validity of the Individual Work Performance QuestionnaireJournal of Occupational and Environmental Medicine, 56
David Hart, Jeffery Thompson (2007)
Untangling Employee Loyalty: A Psychological Contract PerspectiveBusiness Ethics Quarterly, 17
P. Podsakoff, Scott MacKenzie, Jeong-Yeon Lee, Nathan Podsakoff (2003)
Common method biases in behavioral research: a critical review of the literature and recommended remedies.The Journal of applied psychology, 88 5
Jc Ruyter, M. Wetzels, J. Bloemer (1998)
On the relationship between perceived service quality, service loyalty and switching costsInternational Journal of Service Industry Management, 9
Mubbsher Munawar, Ishfaq Ahmed (2011)
Student's Perspective of Service Quality in Higher Learning Institutions; An evidence Based Approach
T. Robinson (2002)
Multilevel Analysis: Techniques and ApplicationsJournal of the American Statistical Association, 98
M. Marzo-Navarro, M. Pedraja-Iglesias, M. Rivera-Torres (2005)
Measuring customer satisfaction in summer coursesQuality Assurance in Education, 13
E. Ganić, Vesna Babić-Hodović, Maja Arslanagić-Kalajdžić (2017)
Internal versus external service quality: reflections of employees and customers in the mirror, 2
Shweta Rajput, Mayank Singhal, Shivakar Tiwari (2016)
Job Satisfaction and Employee Loyalty: A study of AcademiciansAsian Journal of Management, 7
J. Douglas, R. McClelland, John Davies (2008)
The development of a conceptual model of student satisfaction with their experience in higher educationQuality Assurance in Education, 16
E. Gummesson (1987)
The new marketing—Developing long-term interactive relationshipsLong Range Planning, 20
C. Fisher (1980)
On the Dubious Wisdom of Expecting Job Satisfaction to Correlate with PerformanceAcademy of Management Review, 5
Shahidul Hassan, Rubina Mahsud, G. Yukl, Gregory Prussia (2013)
Ethical and empowering leadership and leader effectivenessJournal of Managerial Psychology, 28
M. Rafiq, P. Ahmed (2000)
Advances in the internal marketing concept: definition, synthesis and extensionJournal of Services Marketing, 14
G. Kumari, K. Pandey (2011)
Job Satisfaction in Public Sector and Private Sector: A Comparison
K. Bhatti, T. Qureshi (2007)
Impact Of Employee Participation On Job Satisfaction, Employee Commitment And Employee Productivity
J. Bloemer, K. Ruyter (1999)
Customer Loyalty in High and Low Involvement Service Settings: The Moderating Impact of Positive EmotionsJournal of Marketing Management, 15
J. Shaw, N. Gupta, John Delery (2005)
Alternative Conceptualizations of the Relationship Between Voluntary Turnover and Organizational PerformanceAcademy of Management Journal, 48
A. Caruana (2002)
Service loyalty: The effects of service quality and the mediating role of customer satisfactionEuropean Journal of Marketing, 36
Onne Janssen (2001)
Fairness perceptions as a moderator in the curvilinear relationships between job demands, and job performance and job satisfactionAcademy of Management Journal, 44
Minjung Sung, Sung-Un Yang (2009)
Student–university relationships and reputation: a study of the links between key factors fostering students’ supportive behavioral intentions towards their universityHigher Education, 57
V. Zeithaml, L. Berry, A. Parasuraman (1996)
The Behavioral Consequences of Service QualityJournal of Marketing, 60
South East European Journal of Economics and Business – de Gruyter
Published: Dec 1, 2018
You can share this free article with as many people as you like with the url below! We hope you enjoy this feature!
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.