The Importance of Product/Service Quality for Frontline Marketing Employee Outcomes: The Moderating Effect of Leader-Member Exchange (LMX)

References

• Abrams, Dominic, Kaori Ando, and Steve Hinkle (1998), “Psychological Attachment to the Group: Cross-Cultural Differences in Organizational Identification and Subjective Norms as Predictors of Workers’ Turnover Intentions,” Personality and Social Psychology Bulletin, 24 (10), 1027–39.
   Web of Science ®Google Scholar
• Ahearne, Michael, Chitrabhan B. Bhattacharya, and Thomas Gruen (2005), “Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing,” Journal of Applied Psychology, 90 (3), 574–85.
   PubMed Web of Science ®Google Scholar
• Akdeniz, Billur, Roger J. Calantone, and Clay M. Voorhees (2013), “Effectiveness of Marketing Cues on Consumer Perceptions of Quality: The Moderating Roles of Brand Reputation and Third-Party Information,” Psychology & Marketing, 30 (1), 76–89.
   Web of Science ®Google Scholar
• Allen, Natalie J., and John P. Meyer (1990), “The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization,” Journal of Occupational Psychology, 63 (1), 1–18.
   Web of Science ®Google Scholar
• Arnett, Dennis B., Debra A. Laverie, and Charlie McLane (2002), “Using Job Satisfaction and Pride as Internal-Marketing Tools,” The Cornell Hotel and Restaurant Administration Quarterly, 43 (2), 87–96.
   Google Scholar
• Ashforth, Blake E., and Fred Mael (1989), “Social Identity Theory and the Organization,” Academy of Management Review, 14 (1), 20–39.
   Web of Science ®Google Scholar
• Ashforth, Blake E., David M. Sluss, and Alan M. Saks (2007), “Socialization Tactics, Proactive Behavior, and Newcomer Learning: Integrating Socialization Models,” Journal of Vocational Behavior, 70 (3), 447–62.
   Web of Science ®Google Scholar
• Baker, Thomas L., Adam Rapp, Tracy Meyer, and Ryan Mullins (2014), “The Role of Brand Communications on Front Line Service Employee Beliefs, Behaviors, and Performance,” Journal of the Academy of Marketing Science, 42 (6), 642–57.
   Web of Science ®Google Scholar
• Bartels, Jos, Ad Pruyn, Menno De Jong, and Inge Joustra (2007), “Multiple Organizational Identification Levels and the Impact of Perceived External Prestige and Communication Climate,” Journal of Organizational Behavior, 28 (2), 173–90.
   Web of Science ®Google Scholar
• Bedeian, Arthur G. (2007), “Even if the Tower Is ‘Ivory,’ It Isn’t ‘White:’ Understanding the Consequences of Faculty Cynicism,” Academy of Management Learning & Education, 6 (1), 9–32.
   Web of Science ®Google Scholar
• Bell, Simon J., and Bulent Menguc (2002), “The Employee-Organization Relationship, Organizational Citizenship Behaviors, and Superior Service Quality,” Journal of Retailing, 78 (2), 131–46.
   Web of Science ®Google Scholar
• Bergami, Massimo, and Richard P. Bagozzi (2000), “Self‐categorization, Affective Commitment and Group Self-esteem as Distinct Aspects of Social Identity in the Organization,” British Journal of Social Psychology, 39 (4), 555–77.
   PubMed Web of Science ®Google Scholar
• Bhattacharya, Chitrabhan B., and Sankar Sen (2003), “Consumer-Company Identification: A Framework for Understanding Consumers’ Relationships with Companies,” Journal of Marketing, 67 (2), 76–88.
   Web of Science ®Google Scholar
• Bhattacharya, Chitrabhan B., Hayagreeva Rao, and Mary A. Glynn (1995), “Understanding the Bond of Identification: An Investigation of its Correlates among Art Museum Members,” Journal of Marketing, 59 (4), 46–57.
   Web of Science ®Google Scholar
• Bitner, Mary J., Bernard H. Booms, and Mary S. Tetreault (1990), “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” The Journal of Marketing, 54 (1), 71–84.
   Web of Science ®Google Scholar
• Blau, Peter M. (1964), Exchange and Power in Social Life, New York: Wiley.
   Google Scholar
• Bohrnstedt, George W., and Gerald Marwell (1978), “The Reliability of Products of Two Random Variables,” in Sociological Methodology, Karl F. Schuesser, ed., San Francisco, CA: Jossey-Bass, 254–73.
   Google Scholar
• Boshoff, Christo, and Gerhard Mels (1995), “A Causal Model to Evaluate the Relationships among Supervision, Role Stress, Organizational Commitment and Internal Service Quality,” European Journal of Marketing, 29 (2), 23–42.
   Google Scholar
• Brady, Michael K., Brian L. Bourdeau, and Julia Heskel (2005), “The Importance of Brand Cues in Intangible Service Industries: An Application to Investment Services,” Journal of Services Marketing, 19 (6), 401–10.
   Google Scholar
• Brown, Tom J., John C. Mowen, D. Todd Donavan, and Jane W. Licata (2002), “The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings,” Journal of Marketing Research, 39 (1), 110–19.
   Web of Science ®Google Scholar
• Celsi, Mary W., and Mary C. Gilly (2010), “Employees as Internal Audience: How Advertising Affects Employees’ Customer Focus,” Journal of the Academy of Marketing Science, 38 (4), 520–29.
   Web of Science ®Google Scholar
• Cortina, Jose M., Gilad Chen, and William P. Dunlap (2001), “Testing Interaction Effects in LISREL: Examination and Illustration of Available Procedures,” Organizational Research Methods, 4 (4), 324–60.
   Web of Science ®Google Scholar
• Cropanzano, Russell, and Marie S. Mitchell (2005), “Social Exchange Theory: An Interdisciplinary Review,” Journal of Management, 31 (6), 874–900.
   Web of Science ®Google Scholar
• Dansereau, Jr., Fred, George Graen, and William J. Haga (1975), “A Vertical Dyad Linkage Approach to Leadership within Formal Organizations: A Longitudinal Investigation of the Role Making Process,” Organizational Behavior and Human Performance, 13 (1), 46–78.
   Google Scholar
• de Chernatony, Leslie, and Susan Cottam (2006), “Internal Factors Driving Successful Financial Services Brands,” European Journal of Marketing, 40 (5/6), 611–33.
   Web of Science ®Google Scholar
• DeConinck, James B. (2011), “The Effects of Leader-Member Exchange and Organizational Identification on Performance and Turnover among Salespeople,” Journal of Personal Selling & Sales Management, 31 (1), 21–34.
   Google Scholar
• Dulebohn, James H., William H. Bommer, Robert C. Liden, Robyn L. Brouer, and Gerald R. Ferris (2012), “A Meta-Analysis of Antecedents and Consequences of Leader-Member Exchange Integrating the Past with an Eye Toward the Future,” Journal of Management, 38 (6), 1715–59.
   Web of Science ®Google Scholar
• Dutton, Jane E., Janet M. Dukerich, and Celia V. Harquail (1994), “Organizational Images and Member Identification,” Administrative Science Quarterly, 39 (2), 239–63.
   Web of Science ®Google Scholar
• Fang, Eric, Robert W. Palmatier, and Jan-Benedict E. M. Steenkamp (2008), “Effect of Service Transition Strategies on Firm Value,” Journal of Marketing, 72 (5), 1–14.
   Web of Science ®Google Scholar
• Fornell, Claes, and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18 (1), 39–50.
   Web of Science ®Google Scholar
• Gabler, Colin B., Adam Rapp, and Glenn R. Richey (2014), “The Effect of Environmental Orientation on Salesperson Effort and Particiption: The Moderating Role of Organziational Identification,” Journal of Personal Selling & Sales Management, 34 (3), 173–87.
   Google Scholar
• Gerbing, David W., and James C. Anderson (1988), “An Updated Paradigm for Scale Development Incorporating Unidimensionality and its Assessment,” Journal of Marketing Research, 25 (2), 186–92.
   Web of Science ®Google Scholar
• Gerstner, Charlotte R., and David V. Day (1997), “Meta-Analytic Review of Leader-Member Exchange Theory: Correlates and Construct Issues,” Journal of Applied Psychology, 82 (6), 827–44.
   Web of Science ®Google Scholar
• Gilly, Mary C., and Mary Wolfinbarger (1998), “Advertising’s Internal Audience,” The Journal of Marketing, 62 (1), 69–88.
   Web of Science ®Google Scholar
• Glavas, Ante, and Lindsey N. Godwin (2013), “Is the Perception of ‘Goodness’ Good enough? Exploring the Relationship between Perceived Corporate Social Responsibility and Employee Organizational Identification,” Journal of Business Ethics, 114 (1), 15–27.
   Web of Science ®Google Scholar
• Gouldner, Alvin W. (1960), “The Norm of Reciprocity: A Preliminary Statement,” American Sociological Review, 25 (2), 161–78.
   Web of Science ®Google Scholar
• Gowan, Mary, John Seymour, Santiago Ibarreche, and Charles Lackey (2001), “Service Quality in a Public Agency: Same Expectations but Different Perceptions by Employees, Managers, and Customers,” Journal of Quality Management, 6 (2), 275–91.
   Google Scholar
• Graen, George B. (1976), “Role Making Process within Complex Organizations,” in Handbook of Industrial Organizational Psychology, Marvin D. Dunnette, ed., Chicago, IL: Rand-McNally, 1201–45.
   Google Scholar
• Graen, George B., and Mary Uhl-Bien (1995), “Relationship-based Approach to Leadership: Development of Leader-Member Exchange (LMX) Theory of Leadership Over 25 Years: Applying a Multi-level Multi-domain Perspective,” The Leadership Quarterly, 6 (2), 219–47.
   Web of Science ®Google Scholar
• Hartline, Michael D., and Keith C. Jones (1996), “Employee Performance Cues in a Hotel Service Environment: Influence on Perceived Service Quality, Value, and Word-of-Mouth Intentions,” Journal of Business Research, 35 (3), 207–15.
   Web of Science ®Google Scholar
• Hartline, Michael D., James G. Maxham III, and Daryl O. McKee (2000), “Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees,” Journal of Marketing, 64 (2), 35–50.
   Web of Science ®Google Scholar
• He, Hongwei, and Andrew D. Brown (2013), “Organizational Identity and Organizational Identification A Review of the Literature and Suggestions for Future Research,” Group & Organization Management, 38 (1), 3–35.
   Web of Science ®Google Scholar
• Hennig-Thurau, Thorsten (2004), “Customer Orientation of Service Employees: Its Impact on Customer Satisfaction, Commitment, and Retention,” International Journal of Service Industry Management, 15 (5), 460–78.
   Google Scholar
• Hennig-Thurau, Thorsten, Markus Groth, Michael Paul, and Dwayne D. Gremler (2006), “Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships,” Journal of Marketing, 70 (3), 58–73.
   Web of Science ®Google Scholar
• Herrbach, Olivier (2006), “A Matter of Feeling? The Affective Tone of Organizational Commitment and Identification,” Journal of Organizational Behavior, 27 (5), 629–43.
   Web of Science ®Google Scholar
• Hogg, Michael A., and Dominic Abrams (1988), Social Identifications: A Social Psychology of Intergroup Relations and Group Processes, London: Routledge.
   Google Scholar
• Hu, Li-tze, and Peter M. Bentler (1999), “Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives,” Structural Equation Modeling: A Multidisciplinary Journal, 6 (1), 1–55.
   Web of Science ®Google Scholar
• Hughes, Douglas E. (2013), “This Ad’s for You: The Indirect Effect of Advertising Perceptions on Salesperson Effort and Performance,” Journal of the Academy of Marketing Science, 41 (1), 1–18.
   Web of Science ®Google Scholar
• Hughes, Douglas E., and Michael Ahearne (2010), “Energizing the Reseller’s Sales Force: The Power of Brand Identification,” Journal of Marketing, 74 (4), 81–96.
   Web of Science ®Google Scholar
• Ilies, Remus, Jennifer D. Nahrgang, and Frederick P. Morgeson (2007), “Leader-Member Exchange and Citizenship Behaviors: A Meta-Analysis,” Journal of Applied Psychology, 92 (1), 269–77.
   PubMed Web of Science ®Google Scholar
• Jones, Candace, and Elizabeth H. Volpe (2011), “Organizational Identification: Extending our Understanding of Social Identities through Social Networks,” Journal of Organizational Behavior, 32 (3), 413–34.
   Web of Science ®Google Scholar
• Jöreskog, Karl G., and Dag Sörbom (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language, 3rd ed., Hillsdale, NJ: Scientific Software International.
   Google Scholar
• Jussila, Iiro, Noreen Byrne, and Heidi Tuominen (2012), “Affective Commitment in Co-Operative Organizations: What Makes Members Want to Stay?” International Business Research, 5 (10), 1–10.
   Google Scholar
• Kelley, Scott W. (1992), “Developing Customer Orientation among Service Employees,” Journal of the Academy of Marketing Science, 20 (1), 27–36.
   Google Scholar
• Kimpakorn, Narumon, and Gerard Tocquer (2010), “Service Brand Equity and Employee Brand Commitment,” Journal of Services Marketing, 24 (5), 378–88.
   Web of Science ®Google Scholar
• King, Ceridwyn, and Debra Grace (2009), “Employee Based Brand Equity: A Third Perspective,” Services Marketing Quarterly, 30 (2), 122–47.
   Google Scholar
• King, Ceridwyn, and Debra Grace (2010), “Building and Measuring Employee-Based Brand Equity,” European Journal of Marketing, 44 (7/8), 938–71.
   Web of Science ®Google Scholar
• Kopalle, Praveen K., and Donald R. Lehmann (1995), “The Effects of Advertised and Observed Quality on Expectations about New Product Quality,” Journal of Marketing Research, 32 (3), 280–90.
   Web of Science ®Google Scholar
• Korschun, Daniel, C. B. Bhattacharya, and Scott D. Swain (2014), “Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees,” Journal of Marketing, 78 (3), 20–37.
   Web of Science ®Google Scholar
• Lӧhndorf, Birgit, and Adamantios Diamantopoulos (2014), “Internal Branding: Social Identity and Social Exchange Perspectives on Turning Employees into Brand Champions,” Journal of Service Research, 17 (3), 310–25.
   Web of Science ®Google Scholar
• Luk, Sherriff, and Roger Layton (2002), “Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers,” The Service Industries Journal, 22 (2), l09–28.
   Web of Science ®Google Scholar
• Mael, Fred, and Blake E. Ashforth (1992), “Alumni and their Alma Mater: A Partial Test of the Reformulated Model of Organizational Identification,” Journal of Organizational Behavior, 13 (2), 103–23.
   Web of Science ®Google Scholar
• Mael, Fred, and Blake E. Ashforth (2001), “Identification in Work, War, Sports, and Religion: Contrasting the Benefits and Risks,” Journal for the Theory of Social Behaviour, 31 (2), 197–222.
   Web of Science ®Google Scholar
• Marique, Géraldine, and Florence Stinglhamber (2011), “Identification to Proximal Targets and Affective Organizational Commitment: The Mediating Role of Organizational Identification,” Journal of Personnel Psychology, 10 (3), 107–17.
   Web of Science ®Google Scholar
• Mathieu, John E., Scott I. Tannenbaum, and Eduardo Salas (1992), “Influences of Individual and Situational Characteristics on Measures of Training Effectiveness,” Academy of Management Journal, 35 (4), 828–47.
   Web of Science ®Google Scholar
• Meyer, John P., and Natalie J. Allen (1991), “A Three-Component Conceptualization of Organizational Commitment,” Human Resource Management Review, 1 (1), 61–89.
   Google Scholar
• Meyer, John P., David J. Stanley, Lynne Herscovitch, and Laryssa Topolnytsky (2002), “Affective, Continuance, and Normative Commitment to the Organization: A Meta-Analysis of Antecedents, Correlates, and Consequences,” Journal of Vocational Behavior, 61 (1), 20–52.
   Web of Science ®Google Scholar
• Mischel, Walter (1968), Personality and Assessment, New York, NY: Wiley.
   Google Scholar
• Mishra, Sushanta K. (2013), “Perceived External Prestige and Employee Outcomes: Mediation Effect of Organizational Identification,” Corporate Reputation Review, 16 (3), 220–33.
   Google Scholar
• Mukherjee, Avinandan, and Hongwei He (2008), “Company Identity and Marketing: An Integrative Framework,” The Journal of Marketing Theory and Practice, 16 (2), 111–25.
   Google Scholar
• Paparoidamis, Nicholas G., and Paolo Guenzi (2009), “An Empirical Investigation into the Impact of Relationship Selling and LMX on Salespeople’s Behaviours and Sales Effectiveness,” European Journal of Marketing, 43 (7), 1053–75.
   Web of Science ®Google Scholar
• Parasuraman, Anantharanthan, Valarie A. Zeithaml, and Leonard L. Berry (1985), “A Conceptual Model of Service Quality and its Implications for Future Research,” The Journal of Marketing, 49 (4), 41–50.
   Web of Science ®Google Scholar
• Parasuraman, Anantharanthan, Valarie A. Zeithaml, and Leonard L. Berry (1988), “Refinement and Reassessment of the SERVQUAL Scale,” Journal of Retailing, 67 (4), 420–50.
   Google Scholar
• Park, Sung M., and Hal G. Rainey (2007), “Antecedents, Mediators, and Consequences of Affective, Normative, and Continuance Commitment Empirical Tests of Commitment Effects in Federal Agencies,” Review of Public Personnel Administration, 27 (3), 197–226.
   Google Scholar
• Pratt, Michael G. (1998), “To Be or Not to Be? Central Questions in Organizational Identification, ”in Identity in Organizations: Developing Theory through Conversations, David A. Whetten, and Paul C. Godfrey, eds., Thousand Oaks, CA: Sage, 171–207.
   Google Scholar
• Pratt, Michael G. (2000), “The Good, the Bad, and the Ambivalent: Managing Identification among Amway Distributors,” Administrative Science Quarterly, 45 (3), 456–93.
   Web of Science ®Google Scholar
• Rapp, Adam, Raj Agnihotri, Thomas L. Baker, and James Andzulis (2015), “Competitive Intelligence Collection and Use By Sales and Service Representatives: How Managers’ Recognition and Autonomy Moderate Individual Performance,” Journal of the Academy of Marketing Science, 43 (3), 357–74.
   Web of Science ®Google Scholar
• Reade, Carol (2001), “Antecedents of Organizational Identification in Multinational Corporations: Fostering Psychological Attachment to the Local Subsidiary and the Global Organization,” International Journal of Human Resource Management, 12 (8), 1269–91.
   Web of Science ®Google Scholar
• Riketta, Michael (2005), “Organizational Identification: A Meta-Analysis,” Journal of Vocational Behavior, 66 (2), 358–84.
   Web of Science ®Google Scholar
• Rockstuhl, Thomas, James H. Dulebohn, Soon Ang, and Lynn M. Shore (2012), “Leader–member Exchange (LMX) and Culture: A Meta-Analysis of Correlates of LMX Across 23 Countries,” Journal of Applied Psychology, 97 (6), 1097–130.
   PubMed Web of Science ®Google Scholar
• Rozell, Elizabeth J., Charles E. Pettijohn, and R. S. Parker (2004), “Customer‐Oriented Selling: Exploring the Roles of Emotional Intelligence and Organizational Commitment,” Psychology & Marketing, 21 (6), 405–24.
   Web of Science ®Google Scholar
• Sager, Jeffrey K., and Mark W. Johnston (1989), “Antecedents and Outcomes of Organizational Commitment: A Study of Salespeople,” Journal of Personal Selling & Sales Management, 9 (1), 30–41.
   Google Scholar
• Saxe, Robert, and Barton A. Weitz (1982), “The SOCO Scale: A Measure of the Customer Orientation of Salespeople,” Journal of Marketing Research, 19(3), 343–51.
   Web of Science ®Google Scholar
• Scandura, Terri A., and George B. Graen (1984), “Moderating Effects of Initial Leader-Member Exchange Status on the Effects of a Leadership Intervention,” Journal of Applied Psychology, 69 (3), 428–36.
   Web of Science ®Google Scholar
• Scandura, Terri A., George B. Graen, and Michael A. Novak (1986), “When Managers Decide Not to Decide Autocratically: An Investigation of Leader-Member Exchange and Decision Influence,” Journal of Applied Psychology, 71 (4), 579–84.
   Web of Science ®Google Scholar
• Schneider, Benjamin, and David E. Bowen (1985), “Employee and Customer Perceptions of Service in Banks: Replication and Extension,” Journal of Applied Psychology, 70 (3), 423–33.
   Web of Science ®Google Scholar
• Schneider, Benjamin, and David E. Bowen (1994), “HRM–a Service Perspective: Towards a Customer-Focused HRM,” International Journal of Service Industry Management, 5 (1), 64–76.
   Google Scholar
• Schriesheim, Chester A., Linda L. Neider, and Terri A. Scandura (1998), “Delegation and Leader-Member Exchange: Main Effects, Moderators, and Measurement Issues,” Academy of Management Journal, 41 (3), 298–318.
   Web of Science ®Google Scholar
• Settoon, Randall P., Nathan Bennett, and Robert C. Liden (1996), “Social Exchange in Organizations: Perceived Organizational Support, Leader–Member Exchange, and Employee Reciprocity,” Journal of Applied Psychology, 81 (3), 219–27.
   Web of Science ®Google Scholar
• Sluss, David M., Robert E. Ployhart, M. Glenn Cobb, and Blake E. Ashforth (2012), “Generalizing Newcomers’ Relational and Organizational Identifications: Processes and Prototypicality,” Academy of Management Journal, 55 (4), 949–75.
   Web of Science ®Google Scholar
• Smidts, Ale, Ad. Th. H. Pruyn, and Cees B. M. Van Riel (2001), “The Impact of Employee Communication and Perceived External Prestige on Organizational Identification,” Academy of Management Journal, 44 (5), 1051–62.
   Web of Science ®Google Scholar
• Steenkamp, Jan-Benedict E. (1990), “Conceptual Model of the Quality Perception Process,” Journal of Business Research, 21 (4), 309–33.
   Web of Science ®Google Scholar
• Stokburger-Sauer, Nicola, S. Ratneshwar, and Sankar Sen (2012), “Drivers of Consumer-brand Identification,” International Journal of Research in Marketing, 29 (4), 406–18.
   Web of Science ®Google Scholar
• Tajfel, Henri (1978), “Social Categorization, Social Identity, and Social Comparison, ”in Differentiation between Social Groups: Studies in the Social Psychology of Intergroup Relations, Henri Tajfel, ed., London, UK: Academic Press, 61–76.
   Google Scholar
• Tajfel, Henri (1982), “Social Psychology of Intergroup Relations,” Annual Review of Psychology, 33 (1), 1–39.
   Web of Science ®Google Scholar
• Tajfel, Henri, and John C. Turner (1979), “An integrative theory of intergroup conflict,” In The Social Psychology of Intergroup Relations, William G. Austin and Stephen Worchel, eds., Monterey, CA: Brooks Cole, 33–47.
   Google Scholar
• Thomas, Raymond W., Geoffrey N. Soutar, and Maria M. Ryan (2001), “The Selling Orientation-Customer Orientation (SOCO) Scale: A Proposed Short Form,” Journal of Personal Selling & Sales Management, 21 (1), 63–9.
   Google Scholar
• Tse, H. (2014), “Linking Leader-Member Exchange Differentiation to Work Team Performance,” Leadership & Organization Development Journal, 35 (8), 710–24.
   Web of Science ®Google Scholar
• Turner, John C. (1999), “Some Current Issues in Research on Social Identity and Self-Categorization Theories,” in Social Identity: Context, Commitment, Content, Naomi Ellemers, Russell Spears, and Bertjan Doosje, eds., Oxford, U.K.: Blackwell, 6–34.
   Google Scholar
• Underwood, Robert, Edward Bond, and Robert Baer (2001), “Building Service Brands via Social Identity: Lessons from the Sports Marketplace,” Journal of Marketing Theory and Practice, 9 (1), 1–13.
   Google Scholar
• Unnu, N. A. A., & Kesken, J. (2014). “Diagnosing the Effects of Leader-Member Exchange Quality on Performance in the Context of Organizational Culture: A Case from Turkish Family-owned Businesses.” Journal of Business Economics and Management, 15(1), 174–95.
   Web of Science ®Google Scholar
• van Dick, Rolf, Daan van Knippenberg, Rudolf Kerschreiter, Guido Hertel, and Jan Wieseke (2008), “Interactive Effects of Work Group and Organizational Identification on Job Satisfaction and Extra-Role Behavior,” Journal of Vocational Behavior, 72 (3), 388–99.
   Web of Science ®Google Scholar
• van Dick, Rolf, Giles Hirst, Michael W. Grojean, and Jan Wieseke (2007), “Relationships between Leader and Follower Organizational Identification and Implications for Follower Attitudes and Behaviour,” Journal of Occupational and Organizational Psychology, 80 (1), 133–50.
   Web of Science ®Google Scholar
• van Dyne, Linn, Jill W. Graham, and Richard M. Dienesch (1994), “Organizational Citizenship Behavior: Construct Redefinition, Measurement, and Validation,” Academy of Management Journal, 37 (4), 765–802.
   Web of Science ®Google Scholar
• van Knippenberg, Daan, and Els Schie (2000), “Foci and Correlates of Organizational Identification,” Journal of Occupational and Organizational Psychology, 73 (2), 137–47.
   Google Scholar
• van Knippenberg, Daan, and Ed Sleebos (2006), “Organizational Identification versus Organizational Commitment: Self‐definition, Social Exchange, and Job Attitudes,” Journal of Organizational Behavior, 27 (5), 571–84.
   Web of Science ®Google Scholar
• Wall, Eileen A., and Leonard L. Berry (2007), “The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality,” Cornell Hotel and Restaurant Administration Quarterly, 48 (1), 59–69.
   Google Scholar
• Wang, Yonggui, Hing-P Lo, and Yer V. Hui (2003), “The Antecedents of Service Quality and Product Quality and Their Influences on Bank Reputation: Evidence from the Banking Industry in China,” Managing Service Quality, 13 (1), 72–83.
   Google Scholar
• Wasmer, D. J., and Gordon C. Bruner (1991), “Using Organizational Culture to Design Internal Marketing Strategies,” Journal of Services Marketing 5 (1), 35–46.
   Google Scholar
• Whetten, David A., Debra Lewis, and Leann J. Mischel (1992), “Towards an Integrated Model of Organizational Identity and Member Commitment,” Paper presented at the Annual Academy of Management Conference, Las Vegas.
   Google Scholar
• Wieseke, Jan, Johannes Ullrich, Oliver Christ, and Rolf Van Dick (2007), “Organizational Identification as a Determinant of Customer Orientation in Service Organizations,” Marketing Letters, 18 (4), 265–78.
   Web of Science ®Google Scholar
• Wolfinbarger, Mary F., and Mary C. Gilly (1991), “A Conceptual Model of the Impact of Advertising on Service Employees,” Psychology & Marketing, 8 (3), 215–37.
   Google Scholar
• Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1988), “Communication and Control Processes in the Delivery of Service Quality,” Journal of Marketing, 52 (2), 35–48.
   Web of Science ®Google Scholar