The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres

By Malhotra Neeru   Mukherjee Avinandan  

Journal of Services Marketing, Vol. 18, Iss. 3, 2004-05 ,pp. : 162-174

Emerald Group Publishing Ltd

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The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services

By Sharma Neeru   Patterson Paul G  

Journal of Services Marketing, Vol. 13, Iss. 2, 1999-02 ,pp. : 151-170

Emerald Group Publishing Ltd

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The Effect of Management Commitment to Service Quality on Frontline Employees' Job Attitudes, Turnover Intentions and Service Recovery Performance in a New Public Management Context

By Ashill Nicholas   Rod Michel   Carruthers Janet  

Journal of Strategic Marketing, Vol. 16, Iss. 5, 2008-12 ,pp. : 437-462

Routledge Ltd

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The effect of internal marketing on organisational commitment among retail bank managers

By Caruana Albert   Calleya Peter  

The International Journal of Bank Marketing, Vol. 16, Iss. 3, 1998-03 ,pp. : 108-116

Emerald Group Publishing Ltd

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Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality Perceptions

By Farrell Andrew M.   Souchon Anne L.   Durden Geoffrey R.  

Journal of Marketing Management, Vol. 17, Iss. 5-6, 2001-06 ,pp. : 577-593

Routledge Ltd

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