參考文獻
一、 中文部分
于卓民(1994)。顧客滿意度的實質意義,戰略生產力雜誌。
王郁智、章淑娟 (2006) 。「升遷機會、社會支持、工作滿意度與留任意願之相關性研究」, 志為護理,5(4),90-101。
石淑惠(1997)。公共圖書館義工個人特質、參與動機與工作滿意度之研究。淡江大學教育資料科學研究所未出版碩士論文。林鉦棽(1996)。「組織公正、信任、組織公民行為之研究:社會交換理論之觀點」,管理科學學報,13(3),391-415。洪福彬、吳錦碧、陳君達,2009。朝陽商管評論第八卷,23-48。
陳春希 (2008) 。「領導-部屬交換關係、信任、主管支持對護理 人員組織公民 行為之影響」,J. Nursing Research,16(4)。
陳彰儀(1995)。組織心理學。台北:心理。
許道然(2001)。「組織信任之研究:一個整合性觀點」,空大 行政學報,11,258-288。
許士軍(1995)。管理學。台北:東華書局。
張春興 1991 心理學。台北:東華。
張紹勳(1999) 。企業員工生涯定位、工作滿意與組織效能之研究以資訊電腦業為參考組。管理評論,18(2)。傅彥凱、張朝欽 ,2009。工作壓力、工作滿意與組織承諾之研究--以苗栗縣國小總務主任為例,中華技術學院學報,40期。
黃忠發、許文瓊(2005) 。「營建業工程人員離職行為之調查與分析」,工程科技與教育學刊,2(4), 427~439。
謝棋楠、林仙惠,2007。員工對勞工退休條例宣導之滿意度之探討,育達學院學報,第13 期。羅新興,周慧珍 (2006) 。「組織成員知覺主管支持對其離職傾向之影響_探討工作負荷與成就動機之干擾作用」,人力資源管理學報,6(4),67-72。
蕭煥鏘(1997) 。人事行政人員工作滿意度之調查分析—以臺灣省各縣市鄉鎮人事人員為例。人事管理,34(10)。二、 英文部分
Adams,J. S. (1963) Toward an understanding of inequity. Journal of Abnormal Social Psychology,67,422-436.
Alderfer, C. P. (1972). Existence relatedness and growth need in organizational setting.NY: The Free Press.
Alexander, S., & Ruderman, M. (1987). The Role of Procedual and Distributive Justice in Organizational Behavior. Social Justice Research, 1(2), 177-198.
Allen N. J. & Meyer J. P. (1990).The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63, 1–8
Austin, W. G. (1979). Justice, Freedom and Self-interest in Intergroup Relations. In W. G. Austin and S. Worchel (eds.), The Social Psychology of Intergroup Relations, (pp. 20-37).
Bagozzi, R. P. & Yi Y. (1988). On the Evaluation of Structure Equations Models. Academic of Marketing Science, 16(1), 76-94.
Bagozzi R. P. (1992).The self-regulation of attitudes, intentions, and behavior. Social Psychology, 55(2), 178–204.
Baldwin, J. N. & Farley, Q. A. (1991). Comparing the public and private sectors in the United States: A review of the empirical literature. In A. Farazmand (Ed.), Handbook of comparative and development public administration (pp. 27-39). New York: Marcel Dekker.
Bansal H. S., Irving P. G., Taylor S. F. (2004).A three-component model of customer commitment to service providers. Academy of Marketing Science, 32(3), 234–50.
Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee citizens hip. Academy of Management Journal, 26, 587-595.
Beatty S. E. , Mayer M, Coleman J. E. , Reynolds K. E. , Lee J. Customer-sales associate retail relationships. Journal of Retailing, 1996, 72(3) ,223–47.
Beehr, T. A. 1996. Basic organizational psychology. Boston: Allyn and Bacon.
Berry L. L. (1995). Relationship marketing of services: growing interests—emerging perspectives. Academy of Marketing Science, 23(4), 236–45.
Berry, L.L., V. Zeithaml., & A. Parasuraman(1985). Quality Counting Services,Too. Business Horizons, May-June, 44-52.
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The Effects of Distributive, Procedural, and Interactional Justice in Postcomplaint Behavior. Journal of Retailing, 73(2), 185-210.
Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The Effects of Consumer Service on Consumer Complaining Behavior. Journal of Service Marketing, 9(4), 31-42.
Blodgett, J. G., Granbois, D. H., & Walters, R. G. (1993). The Effects of Perceived Justice on Negative Word-of-Mouth and Repatronage Intentions. Journal of Retailing, 69(4), 399-428.
Bies, R. J., & Moag, J. S. (1986). Interactional Justice: Communication Criteria of Fairness in Research on Negotiation in Organizations, 1, 57-79.
Bitner, M.J., B.G.Booms, & M.S. Tetreault(1990).The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84.
Borman W. C., Motowidlo S. J. (1997) . Task performance and contextual performance: the meaning for personnel selection research. Hum Perform.,10(2),99-109.
Borucki C. C., Burke M. J. (1999). An examination of service-related antecedents to retail store performance. Journal of. Organizational Behavior, 20(6), 943–62.
Bowen, D.E., & Schneider, B.( 1985). Boundary-spanning-role employees and the service encounter: some guidelines for future management and research. In J.Czepiel. M.r. Solomon, & C.f. Surprenant (Eds.). The service encounter(127-147). New York: Lexington Books
Burke, M. J., Borucki C. C., (1992).Hurley AE. Reconceptualizing psychological climate in a retail service. Journal of Applied Psychol, 77, 717–29.
Buitendach, J. H. and Witte, H. D. (2005) .Job insecurity, extrinsic and intrinsic job satisfaction and affective organizational commitment of maintenance workers in a parastatal, South African Journal of Business Management, 36(2), pp.27-37.
Cardozo, R. N. (1965). An experimental study of consumer effort, expectations and satisfaction, Journal of Marketing Research, 2, 244-249
Carnevale, D. G.. 1998. Organizational trust. In T. M. Shafritz(Ed.), The international encyclopedia of public and administration. West Review Press.
Churchill, G. A., Ford, N. M., Walker O. C. (1974).Measuring the job satisfaction of industrial salesmen. Journal of Marketing Research, 11(3), 254–60.
Churchill, C. A. Jr. and C. Suprenant (1982) . An Investigation into the Determinants of Consumer Satisfaction,Journal of Marketing Research, 19(6), 491-504.
Cribbin, J. J. (1972). Effective managerial leadership. NY: American Management Association.
Costigan, R.D., S.S. Itler & J.J. Berman. (1998). AMulti-dimensional Study of Trust in Organizations. Journal of Managerial Issues, 10, 303–317.
Cook, J. & Wall, T.(1980).New work attitude measures of trust, organizational commitment and personal need non- fulfilment. Journal of Occupational Psychology, 53, 39-52.
Czepiel, J. A., & Rosenberg, L. J. (1974). Perspective on consumer satisfaction. AMA Conference Proceedings, 99-123
Davis, K. (1977). Organizational behavior: Human behavior at work. NY:McGraw-Hill.
Day, R. L. (1977),Extending the Concept of Consumer Satisfaction, Consumer Research, 4(1), 149-154.
Deeter-Schmelz D. R., Ramsey R. P. (2003).An investigation of team information processing in service teams: exploring the link between teams and customers. Academy of Marketing Science, 31(4), 409–24.
Dietz J, Pugh S. D., Wiley JW. (2004).Service climate effects on customer attitudes: an examination of boundary conditions. Academy of Management Journal, 47(1), 81–92.
Donovan D. T., Brown T. J., Mowen J. C. Internal benefits of service-worker customer orientation: job satisfaction, commitment, and organizational citizenship behaviors. Journal of the Mark 2004;68:128–46 (January).
Eby L. T., Freeman D. M., Rush M. C., Lance C. E. (1999). Motivational bases of affective organizational commitment: a partial test of an integrative theoretical model. Journal of Occupational and Organizational Psychology, 72, 463–83.
Eisenberger, R., Fasolo, P., and Davis-LaMastro, V.,( 1990) Perceived organizational support and employee diligence, commitment, and innovation, Journal of Applied Psychology, (75)1, 51-59.
Eisenberger, R., Huntington, R., Huntchison S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507.
Fisher, C. D. (1985). Social support and adjustment to work: a longitudinal study.Journal of management, 11, 39-53.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marking, 56(1), 6-21.
Gerber, S. Z. (1999), Independent Contractors: The Impact of Perceived Fair Treatment on Measures of Commitment, Organizational Citizenship Behavior, and Intent to Stay, Paper presented at the Academy of Management Meeting, Chicago.
Gilliland, S. W. (1993). The Perceived Fairness of Selection System: An Organizational Justice Perspective. Academy of Management Review, 18(4), 694-734.
Greenberg, J. (1990). Looking Fair vs. Being Fair: Managing Impressions of Organizational Justice, Research in Organizational Behavior, 12, 111-157.
Greenberg, J. (1987). Reactions to Procedural Justice in Payment Distributions: Do the Means Justify the Ends. Journal of Applied Psychology, 72(1), 55-61.
Grönroos, C.( 1983). Innovative Marketing Strategies and Organizational Structuresfor Service Firms. In Emerging Perspectives on services Marketing, edited by L.L.Berry, G.L. Shostack, and G.D.Upah. Chicago: American Marketing Association, PP.9-12.
Goodwin, C., & Ross, I. (1992). Consumer Responses to Service Failure: Influence of Procedural and Interactional Fairness Perception. Journal of Business Research, 25(1), 149-163.
Guzzo, R., Noonan, K. A., & Elron, E., (1994) expatriate managers and psychological contract, Journal of Applied Psychology, (79) 4,617-626.
Harris, R. B., Harris, K. J., & Harvey, P. (2008). An Examination of the Impact of Supervisor on the Relationship Between Job Strains and Turnover Intention for Computer Workers. Journal of Applied Social Psychology, 38(8), 2108-2131.
Hart, C. L., Heskett, J. L., & Sasser Jr, W. E. (1990). The Profitable Art of Service Recovery. Harvard Business Reviews, 68(4), 148-156.
Hellriegel, D., & Slocum, J. W. (1979). Organizational behavior (2th ed.). NY: West Publishing.
Herscovitch L, Meyer JP. (2002).Commitment to organizational change: Extension of a three-component model. Herscovitch L, Meyer JP. (2002).Commitment to organizational change: Extension of a three-component model. Journal of Applied Psychology, 87(3), 474–87.
Heskett JL, Sasser WE, Jones TO, Loveman GW, Schlesinger LA. (1994). Putting the service profit chain to work. Harvard Bus Rev, 72(2), 164–75.
Hirschfeld, R. R. (2000), Does revising the intrinsic and extrinsic subscalesof the Minnesota satisfaction questionnaire short form make a difference,Educational Psychological Measurement, 60(2), pp.255-270.
Hoppock,R.(1935) Job satisfaction. New York: Harper.
House, J. S., (1981). Work Stress and Social Support, Mass: Addison-Wesley.
Howard, J. A. and J. N. Sheth (1969), The Theory of Buyer Behavior. New York,NY: John Wiley and Sons.
Hunt, H. K. (1977), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. Cambridge, MA: Market Science Institute.
Hui, M. K., & Tse, D. K. (1996). What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation. Journal of Marketing, 60(2), 81-90.
Huppertz, J. W., Arenson, S. J., & Evans, R. W. (1978). An Application of Equity Theory to Buyer-Seller Exchange Situations. Journal of Marketing Research, 15(5), 250-260.
Hutchison, S., (1997) Perceived organizational support: Futher evidence of construct validity, Educational and Psychology Measurement, (57)6, 1034-1052
Hutchison, S., and Garstka, M. L., (1996) Sources of perceived organizational support: Goal setting and feedback,” Journal of Applied Social Psychology, 26,1351-1366.
Jerald, G. & Robert, A.B., Behavior Organizations: Understanding And Managing The Human Side Of Work 5th Ed., Prentice-Hall International, Inc, 1995.
Jones, G. R. & George, J. M. 1998. The experience and evolution of trust: implication for cooperation and teamwork. Academy of Management Review, (23)3, 531-546.
Jones T. M., (1995) Instrumental Stakeholder Theory: A Synthesis of Ethics and Economics, Academy of Management Review,( 20) 2,404-437.
Karatepe and Kilic, (2007). Relationships of supervisor support and conflicts in the work-family interface with the selected job outcomes of frontline employees.Tourism Management, 28, 238-252.
Karasek, R. A., Triantis, K. P., & Chaudhry, S. S. (1982). Coworker and supervisor support as moderators of associations between task characteristics and mental strain. Journal of occupational behavior, 3, 181-200.
Katz, K. L., Larson, B. M., & Larson, R. C. (1991). Prescription for the Waiting-in-Line Blues: Encertain, Enlighten and Engage. Slon Management Review, 32(2), 44-53.
Katz, D. (1964). The motivational basis of organizational behavior.Behavior Science, 9, 131-146.
Kawakubo, M. K. (1987), Perception of authority, control, and commitment in Japanese organizations, Dissertation Abstrcacts International, 49, 01-17.
Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A Typology of Retail Failures and Recoveries. Journal of Retailing, 69(4), 429-452.
Kotler, P., (2000) Marketing Management: Analysis, Planning, Implementation, and Control, 10th ed., New Jersey, Prentice-Hall.
Kottke, J. L., & Sharafinski, C. E. (1988). Measuring perceived supervisory and organizational support. Educational and Psychological Measurement, 48, 1075-1079.
Kuo, Y. F. & Chen, L. S. (2004), Individual demographic differences and job satisfaction among information technology personnel: An empirical study in Taiwan, International Journal of Management, 21(2), pp.221-231.
Lawrence,(2007). The support appraisal for work stressors inventory: Construction and initial validation.Journal of Vocational Behavior 70,172–204.
Lepine JA, Erez A, Johnson DE. (2002).The nature and dimensionality of organizational citizenship behavior: a critical review and meta-analysis. Journal of Applied Psychology, 87(1), 52–65.
Lewis, J. D. & A. Weigert. (1985). Trust as a Social Reality.Social Forces , 63, 967–984.
Lim, V. K. G. (1996). Job insecurity and its outcomes: moderating effects of work-based and nonwork-based social support. Human relations, 49, 171-194.
Limerick, D., and Cunnington, B. (1993), Managing the new organization. Jossey-Bass, SanFransico, CA.
Lind, E. A., & Tyler, T. M. (1988). The Social Psychology of Procedural Justice. New York: Plenum Press.
Locke, E. A.( 1973). Satisfactions and dissatisfactions among white-color and blue-collar employees. Journal of Applied Psychology, 58, 67-76.
Lok P, Crawford J. (2001).Antecedents of organizational commitment and the mediating role of job satisfaction. Journal of Managerial Psychology, 16(8), 594–613.
Lund DB. (2003).Organizational culture and job satisfaction. J Bus Ind Mark, 18 (3), 219–36.
Malhotra N, Mukherjee A. (2004).The relative influence of organizational commitment and job satisfaction on service quality of customer-contact employees in banking call centers. Journal of Services Marketing, 18(2), 162–74.
Mathieu JE, Zajac DM. (1990).A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. Psychol Bull, 108(2), 171–94.
McAllister, D. J. (1995). Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal, 38(1), 24-59.
McCauley, D. P. & K. W. Kuhnert. (1992). A Theoretical Reviewand Empirical Investigation of Employee Trust.Public Administration Quarterly, 265–285.
Meyer JP, Herscovitch L. (2001).Commitment in the workplace: toward a general model. Human. Resource Management Review, 11, 299–326.
Meyer JP, Smith CA. (2000).HRM practices and organizational commitment: test of a mediation model. Canadian Journal of Administrative Sciences, 17(4), 319–31.
Meyer, J. P., and Allen, N. J. (1991), A three-component conceptualization of organizational commitment, Human Resource Management, 1, 61-89.
Mishra, J. & Morrissey, M. A. (1990). Trust in employee/employer relationships: A survey of west Michigan managers. Public Personnel Management, 19(4), 443~486.
Morris, J.H., and Sherman, J. D. (1981), Generalizability of an organizational commitment, Academy of management Journal, 24, 512-526.
Moorman, Robert H. (1991). Relationship Between Organizational Justice and Organizational Citizenship Behaviors: Do Fairness Perceptions Influence Employee Citizenship? Journal of Applied Psychology, 76 (6), 845-855
Mowday RT, Porter LW, Steers RM. (1979).The measurement of organizational commitment. Journal of Vocational Behavior, 14, 224–47.
Mowday RT, Porter LW, Steers RM. Employee-organizational linkages: the psychology of commitment, absenteeism, and turnover. New York: Academic Press; 1982
Mowday, R. T., Steers, R. M., & Porter, L. W. (1979). The Measurement of Organization Commitment. Journal of Vocational Behavior, 14, 224-247.
Nyhan, R. C. (2000). Changing the paradigm: Trust and its role in public sector organizations. American Review of Public Administration, 30(1), 85-109.
Nyhan, R. C. (1999). Increasing affective organizational commitment in public organizations. Review of Public Personnel Administrative, Summer, 58-70.
Oliver, R. L. (1981), Measurement and Evaluation of Satisfaction Processes in Retail Settings, Journal of Retailing, 57(3), pp.25-48.
O'Reilly, C. A., and Chatman, J. A. (1986), Organizational commitment and psychological attachment: The effects of compliance, identification and internalization on prosocial behavior, Journal of Applied Psychology, 71, 492-499.
Organ DW. (1997).Organizational citizenship behavior: its construct clean-up time. Human Performance, 10, 85–97.
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington, MA: Lexington Books.
Organ DW. (1988).Organizational citizenship behaviors: the good soldier syndrome. Lexington (MA): Lexington Press.
Ott, J. S., & Shafritz, J. M. (1995). The perception of organizational incompetence. In: A. Halachmi and G. Bouckaert (eds.). The enduring challenges in public management: surviving and excelling in a changing world, San Francisco: Jossey-Bass Publishers.
Parasurman, A., Zeithaml, V. A & Berry, L. L., (1994) “Reassessment of expectationsas a comparison standard in measuring service quality: Implications for furtherresearch”, Journal of Marketing, vol. 58, no. 1, pp. 111-124.
Piccolo, F. & Coiquitt, A. (2006). Transformational leadership and job behavior: The mediating role of core job characteristics. Academy of Management journal, 49(2), 327-340.
Price, J. H. (1972). Handbook of organizational measurement. Lexington, MA: D. C. Heath & Company.
Price, J. L. (1997).Assessment of Meyer and Allen’s Three-Component Model of Organizational Commitment in South Korea. Journal of Applied Psychology, Vol. 82, No. 6, 1997, pp. 961-973.
Price, J. L., 1997, Handbook of Organizational Measurement, International Journal of Manpower, 18(4-6), 305-558.
Price, J., and Mueller, C. W. (1981), A causal model of turnover for nurses, Academy of Management Journal, 24(3), 543- 565.
Podsakoff, P. M., MacKenzie, S. B., Moorman, R. H. & Fetter, R. (1990). Transformational Leader Behaviors and Their Effects on Followers’ Trust in Leader, Satisfaction, and Organizational Citizenship Behaviors. Leadership Quarterly, 1, 107–142
Porter, L. W., Steers, R. M., Mowday, R. T., and Boulian, P. V. (1974), Organizational commitment、job satisfaction、and turnover among psychiatric technician, Journal of Applied Psychology, 59(5), 603-609.
Porter, L., & Lawler III, E. (1968). What job attitudes tell about motivation. Harvard Business Review, (46)1, 118-126.
Pugh SD, Dietz J, Wiley JW, Brooks SM. (2002).Driving service effectiveness through employee–customer linkages. Acad Manag Exec, 16(4), 73–84.
Rempel, J. K., Holmes, J. G. & Mark,P.Z.(1985).Trust in close relationships.Journal of Personality and Social Psychology, (49) 1, 95-112.
Robbins,S.P.(2001) Organizational behavior.(9th ed),Englewood Cliffs,NJ:Prentice-Hall.
Ryan AM, Schmit MJ, Johnson R. Attitudes and effectiveness: examining relations at an organizational level. Journal of Personality and Social Psychology 1996;49(4):853–81.
Sargent, L. D., & Terry, D. J. (2000). The moderating role of social support in Karasek’s job strain model. Work and stress, 14, 245-261.
Schneider B, Hayes SC, Lim BC, Raver JL, Godfrey EG, Huang M, et al. (2003).The human side of strategy: employee experiences of strategic alignment in a service organization. Organizational Dynamics, 32(2), 122–41.
Schneider B, White SS, Paul MC. (1998).Linking service climate and customer perceptions of service quality: test of a causal model. Journal of Applied Psychology, 83(2), 150–63.
Schneider, B., White, S.S., & Paul, M.C.,(1998). Linking service climate andcustomer perceptions of Service quality: Test of a causal model, Journal of Applied Psychology , 83(2), 150-163.
Schneider, B. & Bowen, D. E. (1992), Personnel/Human Resource Management InThe Service Sector, In K.R. Rowland & G.R. Ferris(Eds.), Research in Personneland Human Resources Management, Greenwich, C.T.: JAI Press, 10, 1-30.
Schneider, B.(1990). The climate for service: An application of the climate construct. In B. Schneider (Ed.), Organizational climate and culture(pp.383-412). San Francisco: Jossey Bass.
Schneider B, Bowen DE. (1985). Employee and customer perceptions of service in banks: replication and extension. Journal of Applied Psychology, 70, 423–33.
Schneider, B.(1980). The service organization: Climate is Crucial. OrganizationalDynamics, Autumn, 52-56.
Scotland, R. (1991). Customer Service: A Waiting Game. Marketing, 11, 1-3.
Seer, A., McGee, G. W., Serey, T. T. & Graen, G. B. (1983). The interaction of job stress and social support: a strong inference investigation. Academy of management journal, 26, 273-284.
Sergeant A, Frenkel S. (2000).When do customer contact employees satisfy customers? Journal of Service Research, 3, 18–34.
Settoon, R. P., Bennett, N. and Liden, R. C., (1996) Social exchange in organizations: perceived organizational support, leader-member exchange and employee reciprocity. Journal of Applied Psychology,( 81) 3, 219-227
Shore, L. and Wayne, S.J. (1993) Commitment and employee behavior comparison of affective commitment and continuance commitment with perceived organizational with perceived organizational support. Journal of Applied Psychology,( 78)5, 774-780.
Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36(8), 356-372.
Smith,P.C. Kendall,L.M.&Hulin,C.L.(1969). The measurement of Satisfaction in work and retirement .Chicago:Rand McNally.
Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its natureand antecedents. Journal of Applied Psychology, 68(4), 653-663.
Steers. (1977), Antecedents and outcomes of organizational commitment, Administrative Science Quarterly, 22(1), 46-62.
Straw, B. M. (1977), Two side of commitment, Paper Presented at the National Academy of Management, Orlando, Florida.
Tax, S. S., & Brown, S. W. (1998). Recovering and Learning from Service Failure. Sloan Management Review, 55(4), 75-88.
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer Evaluation of Service Complaint Experience: Implications for Relationship Marketing. Journal of Marketing, 62(4), 60-77.
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer Evaluation of Service Complaint Experience: Implications for Relationship Marketing. Journal of Marketing, 62(4), 60-77.
Tax, S. S., & Brown, S. W. (1998). Recovering and Learning from Service Failure. Sloan Management Review, 55(4), 75-88.
Taylor, S. (1994). Waiting for Service: The Relationship Between Delays and Evaluations of Service. Journal of Marketing, 4(58), 56-69.
Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfactioformation: an extension. Journal of Marketing Research, 25(2), 204-212.
Weiss, D. J., Dawis, R. V., England, G. W., and Lofquist, L. H., 1967, Manual for the Minnesota Satisfaction Questionnaire (Minnesota Studies in Vocational Rehabilitation, No. 22), Minneapolis, MN. University of Minnesota.
Williams, L. L. (2005), Impact of nurses'job satisfaction on organizational trust,Health Care Management Review, 30(3), pp.203-211.
Woodruff, R. B., E. R. Cadotte, and R. L. Jenkins (1983), Modeling ConsumerSatisfaction Processes Using Experience-Based Norms, Journal of Marketing Research, 20(3), pp.296-304.
Yoon, J., & Lim, J. (1999). Organizational support in the workplace: the case of Korean hospital employees. Human relations, 52, 923-945.
Zemke, R., & Bell, C. (1990). Service Recovery: Doing Right in Second Time. Training, 27(6), 42-48.