list of references - information and library...

22
200 LIST OF REFERENCES [1] Jham, V. & Khan, K. M, (2008)., “Customer Satisfaction in the Indian Banking Sector: A study”, IIMB Management Review, vol. 20, no.1, pp. 84-93, March 2008 [2] Narasimham Committee Report, (1997). Available from http://www.indianembassy.org/enews/apr98.pdf. [3] Madhok, A. & Zaveri, R., “HRD Issues In Banking – A Case For employee Empowerment” Bank Quest, Indian Institute of Bankers, vol. 74, no.1 January- March, 2003. [4] Reichheld F.F. and Sasser W.E., “Zero Defections: Quality Comes to Services”, Harvard Business Review, 68, Pp.105-111. September-October 1990 [5] THE HINDU -NEW DELHI, March 11, 2012 [6] Walker, A., Smither, J. and Waldman, D., “A longitudinal examination of concomitant changes in team leadership and customer satisfaction”, Personnel Psychology, Vol. 61 No. 3, pp. 547-77, 2008 [7] Nasserzadeh, S.M., Jafarzadeh, M., Mansouri, T. and Sohrabi, B., “Customer satisfaction fuzzy cognitive map in banking industry”, Communications of the IBIMA, Vol. 2, pp. 151- 62, 2008 [8] Beerli, A., Martin, J.D. and Quintana, A., “A model of customer loyalty in the retail banking market”, European Journal of Marketing, Vol. 38 Nos 1/2, pp. 253-75, 2004 [9] Lopez, J., Hart, L.K. and Rampersad, A., “Ethnicity and customer satisfaction in the financial services sector”, Managing Service Quality, Vol. 17 No. 3, pp. 259-74, 2007 [10] Shin, D. and Elliott, K., “Measuring customers’ overall satisfaction: a multi-attributes assessment”, Services Marketing Quarterly, Vol. 22 No. 1, pp. 3-20, 2001 [11] Bennett, R. and Rundle-Thiele, S., “Customer satisfaction should not be the only goal”, Journal of Services Marketing, Vol. 18 No. 7, pp. 514-23, 2004 [12] Tantakasem, P. and Lee, S., Service quality and the customer satisfaction chain in the Thai banking industry”, BU Academic Review, Vol. 7, No.1, 2008 [13] Anderson, E., Fornell, C. and Lehmann, D., “Customer satisfaction, market share, and profitability”, Journal of Marketing, Vol. 58, no.3, pp. 53-66, 1994 [14] Athanassopoulos, A., Gounaris, S. and Stathakopoulos, V., “Behavioural responses to customer satisfaction: an empirical study”, European Journal of Marketing, vol. 35 nos 5/6, pp. 687-707, 2001 [15] Heskett, J.L. and Sasser, W.E. and Schlesinger, L.A., “The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value” Free Press, 1997

Upload: lenga

Post on 16-Apr-2018

229 views

Category:

Documents


9 download

TRANSCRIPT

Page 1: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

200

LIST OF REFERENCES

[1] Jham, V. & Khan, K. M, (2008)., “Customer Satisfaction in the Indian Banking Sector: A study”, IIMB Management Review, vol. 20, no.1, pp. 84-93, March 2008

[2] Narasimham Committee Report, (1997). Available from http://www.indianembassy.org/enews/apr98.pdf.

[3] Madhok, A. & Zaveri, R., “HRD Issues In Banking – A Case For employee Empowerment” Bank Quest, Indian Institute of Bankers, vol. 74, no.1 January-March, 2003.

[4] Reichheld F.F. and Sasser W.E., “Zero Defections: Quality Comes to Services”, Harvard Business Review, 68, Pp.105-111. September-October 1990

[5] THE HINDU -NEW DELHI, March 11, 2012

[6] Walker, A., Smither, J. and Waldman, D., “A longitudinal examination of concomitant changes in team leadership and customer satisfaction”, Personnel Psychology, Vol. 61 No. 3, pp. 547-77, 2008

[7] Nasserzadeh, S.M., Jafarzadeh, M., Mansouri, T. and Sohrabi, B., “Customer satisfaction fuzzy cognitive map in banking industry”, Communications of the IBIMA, Vol. 2, pp. 151-62, 2008

[8] Beerli, A., Martin, J.D. and Quintana, A., “A model of customer loyalty in the retail banking market”, European Journal of Marketing, Vol. 38 Nos 1/2, pp. 253-75, 2004

[9] Lopez, J., Hart, L.K. and Rampersad, A., “Ethnicity and customer satisfaction in the financial services sector”, Managing Service Quality, Vol. 17 No. 3, pp. 259-74, 2007

[10] Shin, D. and Elliott, K., “Measuring customers’ overall satisfaction: a multi-attributes assessment”, Services Marketing Quarterly, Vol. 22 No. 1, pp. 3-20, 2001

[11] Bennett, R. and Rundle-Thiele, S., “Customer satisfaction should not be the only goal”, Journal of Services Marketing, Vol. 18 No. 7, pp. 514-23, 2004

[12] Tantakasem, P. and Lee, S., “Service quality and the customer satisfaction chain in the Thai banking industry”, BU Academic Review, Vol. 7, No.1, 2008

[13] Anderson, E., Fornell, C. and Lehmann, D., “Customer satisfaction, market share, and profitability”, Journal of Marketing, Vol. 58, no.3, pp. 53-66, 1994

[14] Athanassopoulos, A., Gounaris, S. and Stathakopoulos, V., “Behavioural responses to customer satisfaction: an empirical study”, European Journal of Marketing, vol. 35 nos 5/6, pp. 687-707, 2001

[15] Heskett, J.L. and Sasser, W.E. and Schlesinger, L.A., “The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value” Free Press, 1997

Page 2: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

201

[16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction in retail banking”, International Journal of Bank Marketing, vol. 14 no. 7, pp. 12-20,1996

[17] Muffato, M. and Panizzolo, R., “A process-based view for customer satisfaction”, International Journal of Quality & Reliability Management, vol. 12 no. 9, pp. 154-69,1995

[18] Wood, J., “The effect of buyers’ perceptions of environmental uncertainty of satisfaction and loyalty”, Journal of Marketing Theory and Practice, vol. 16 no. 4, pp. 309-20, 2008

[19] Jamal, A. and Naser, K., “Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking”, International Journal of Bank Marketing, vol. 20 no. 4, pp. 146-60, 2002

[20] Shin, D. and Elliott, K., “Measuring customers’ overall satisfaction: a multi-attributes assessment”, Services Marketing Quarterly, Vol. 22 No. 1, pp. 3-20, 2001

[21] Pfau, B. and Kay, I., “The Hidden Human Resource: Shareholder Value—Finding The Right Blend of Rewards, Flexibility, and Technology to Manage Your People Adds Measurable Value to the Corporate Bottom Line” Optimize Magazine, June 2002

[22] Daniel J. Koys., “The Effects of employee Satisfaction, Organizational Citizenship Behavior, and Turnover on Organizational Effectiveness: A Unit-Level, Longitudinal Study,” Personnel Psychology, vol.54, no.1, pp.101-114, April 2001.

[23] Rucci, A.J. and Kirn,, S.P. and Quinn, R.T., “The employee-customer- Profit Chain at Sears,” Harvard Business Review, vol. 76, pp.82-98,February, 1998

[24] Michael JM.,“Satisfaction Guaranteed,” Chief Executive (February) (Obtained through Factiva).2001

[25] Council, G.B.P. and Kearney, A.T., “FDI Confidence Index”, New York: A.T. Kearney, 2011

[26] Batra, V., Srinivasan, K. & Maheshwari. P., “Indian Banking Sector: Challenges unlikely to derail the progress made” ICRA Rating Services, June 2011

[27] Prabhakaran, S., and Satya, S., “An insight into Service Attributes in Banking Sector”. Journal of Services Research, vol.3, no.1, pp.157-169, 2003

[28] Nicholls, J.A.F., Gilbert, G.R. and Roslow, S., ‘‘Parsimonious measurement of customer satisfaction with personal service and the service setting’’, Journal of Consumer Marketing, Vol. 15 No. 3, pp. 239-53, 1998

[29] Edgett, S. and Parkinson, S.T. (1993), ‘‘Marketing for service industries: a review’’, Service Industries Journal, vol. 13, no. 3, pp. 19-39,1993

[30] Veloutsou, C., Gilbert, R.G., Moutinho, L.A. and Good, M.M., ‘‘Measuring transaction-specific satisfaction in services’’, European Journal of Marketing, vol. 39, nos 5-6, pp. 606-28, 2005

Page 3: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

202

[31] Redman, T. and Mathews, B.R., ‘‘Service quality and human resource management: a review and research agenda’’, Personnel Review, vol. 27, no. 1, pp. 57-77,1998

[32] Bowen, D. E., Siehl, C., & Schneider, B.,“A framework for analyzing customer service orientations in manufacturing”, Academy of Management Review,vol.14,pp. 75-95,1989

[33] Center for the Study of Social Policy, “Customer Satisfaction: Improving Quality and Access to Services and Supports in Vulnerable Neighborhoods”, February 2007

[34] Brady, M. K., and Robertson, C. J., “Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study”, Journal of Business Research, vol 51, no.1, pp.53–60, 2001

[35] Oliver, R. L., “Measurement and Evaluation of Satisfaction Processes in Retail Settings” Journal of Retailing, vol. 57, no.3, pp. 25–48, 1981

[36] Gustafsson, Anders, Michael D. Johnson, and Inger Roos , “The Effects of customer Satisfaction, Relationship Commitment Dimensions, and Triggers on customer Retention,” Journal of Marketing, vol.69, no.4,pp. 210–18, 2005

[37] Yi, Y. J., and La, S. N., “What Influences the Relationship between customer Satisfaction and Repurchase Intention? Investigating the Effect of Adjusted Expectations and customer Loyalty”. Psychology and Marketing, vol. 21, no.5, pp.351–373, 2004

[38] Cronin, J. Joseph Jr. and Steven A. Taylor, "Measuring Service Quality: A Reexamination and Extension," Journal of Marketing, vol.56, no.3, pp.55-68, 1992

[39] Boshoff, C., & Gray, B., “The Relationships between Service Quality, customer Satisfaction and Buying Intentions in the private Hospital Industry”, South African Journal of Business Management, vol.35, no.4, pp.27–37, 2004

[40] Jones, M. A., and Suh, J., “Transaction-Specific Satisfaction and Overall Satisfaction: An Empirical Analysis”, Journal of Services Marketing, vol.14, no.2, pp.147–159,2000

[41] Appiah-Adu, K. and Singh.S., “Marketing culture and Performance in UK Service Firms”, Service Industries Journal, vol.19,no.1, pp 152-170,1999

[42] Conrad, C.A., Brown, G., & Harmon, H.A. (1997).,”Customer satisfaction and corporate culture: A profile deviation analysis of a relationship marketing outcome”, Psychology & Marketing Journal, vol.14,no.7, pp. 663-674, 1997

[43] Jones, T.O., & Sasser, W.E., Jr., “Why satisfied customers defect”. Harvard Business Review, vol.73,no.6, pp.88-99, 1995

[44] Schneider, B., & Bowen, D.E., “Winning the service game”, Harvard Business Press, 1995

[45] Laabs, JK., “Serving up a new level of customer service at Quebecor”. Workforce, vol.80,no.3, pp.40-41,2001

Page 4: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

203

[46] Lovelock. C., “Services Marketing: People, Technology, Strategy”, Pearson Education India, 5th edition, 2008

[47] Sharma, N. and Patterson, P.G. “Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional consumer services”, International Journal of Service Industry Management, vol.11,no.5, pp. 470-490, 2000

[48] Burnham, T.A., Fels, J. and Mahajan, V., “Consumer switching costs: a typology, antecedents, and consequences”, Journal of the Academy of Marketing Science, vol. 31, no. 2, pp. 109-126,2003

[49] Morgan, R.M. and Hunt, S.D., “The commitment-trust theory of relationship marketing”, Journal of Marketing, vol.58, no.3, pp. 20-38,1994

[50] Dawkins, P. M., & Reichheld, F. F., “Customer retention as a competitive weapon”, Journal: Directors & Board, vol.14, no.4, pp. 42–47, 1990

[51] Marple, M and Zimmerman, M., “A customer Retention Strategy”, Mortgage Banking, vol. 59, no.11, August, pp. 45-50, 1999

[52] Page, M., Pitt, L and Berthon, P., “Analysing and Reducing customer Defection”, Long Range Planning, vol.29,no.6, pp. 821-824, 1996

[53] Fisher, A., “Winning the Battle for customers”, Journal of Financial Services Marketing, vol. 6, no.1, September, pp. 77-84, 2001

[54] Ganesh, J., Arnold, M.J., & Reynolds, K.E., “Understanding the customer base of service providers: An examination of the difference between switchers and stayers.”, Journal of Marketing, vol.64, no.3, pp. 65-87, 2000

[55] Reh, F. John. Pareto’s Principle – The 80-20 Rule. management.about.com. Retrieved from http://management.about.com/cs/generalmanagement/a/Pareto081202.htm

[56] Ndubisi, N., “Customer loyalty and antecedents: a relational marketing approach”. Allied Academies International Conference. Academy of Marketing Studies. Proceedings. Vol.10, no.2, pp.49-54, 2005

[57] Gee, R., Coates, G., and Nicholson, M., “Understanding and profitably managing customer loyalty”, Marketing Intelligence and planning, vol.26, no.4, pp.359-374, 2008

[58] Pfeifer, P. (2005)., “The optimal ratio of acquisition and retention costs”, Journal of Targeting, Measurement and Analysis for Marketing, vol.13, no.2, pp.179-188, 2005

[59] Tariq, A. N., and Moussaoui, N., “The main antecedents of customer loyalty in Moroccan banking industry” , International Journal of Business and Management Science, vol.2, no.2, pp.101-115,2009

[60] Han, X., Kwortnik, R., and Wang, C., “ Service Loyalty: An integrated model and examination across service contexts”, Journal of Service Research, vol.11, no.1, pp.22-42,2008

Page 5: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

204

[61] Ehigie, B. O., “Correlates of customer loyalty to their banks: a case study in Nigeria” International Journal of Bank Marketing, vol. 24, no.7, pp.494-508, 2006

[62] Hansemark, O. C. & Albinsson, M., “ Customer satisfaction and retention: the experiences of individual employees”, Managing Service Quality, vol.14, no.1: pp. 40-57, 2004

[63] Anderson, E. & Mittal, V. W., “ Strengthening the satisfaction-profit chain”, Journal of Service Research, vol.3, no.2, pp.107-120, 2000

[64] Zeithaml, V. A.,” Service quality, profitability, and economic worth of customers: What we know and what we need to learn”, Journal of the Academy of Marketing Science, vol, 28, no.1, pp.67-85, 2000

[65] Rust, R.T. and Oliver, R.L. (Eds), “Service Quality: New Directions in Theory and Practice”, Sage Thousand Oaks, CA, 1994.

[66] Manrai, L.A. and Manrai, A.K. (2007), “A field study of customers’ switching behaviour for bank services”, Journal of Retailing and Consumer Services, Vol. 14, pp. 208-15, 2007

[67] Chakrabarty, A. (2006), “Barking up the wrong tree – factors influencing customer satisfaction in retail banking in the UK”, International Journal of Applied Marketing, Vol.3, No.1,PP.39-57, 2006

[68] Molina, A., Martı´n-Consuegra, D. and A ` gueda, E., “Relational benefits and customer satisfaction in retail banking”, International Journal of Bank Marketing, vol. 25, no. 4,pp. 253-71, 2007

[69] Sharma, N. and Ojha, S., “Measuring service performance in mobile communication”, The Service Industries Journal, vol. 24, no. 6, pp. 109-28, 2004.

[70] Homburg, C., Koschate, N. and Hoyer, W.D., “The role of cognition and affect in the formation of customer satisfaction: a dynamic perspective”, Journal of Marketing, Vol. 70, No. 3, pp. 21-31, 2006

[71] Anselmsson, J. (2006), “Sources of customer satisfaction with shopping malls: a comparative study of different customer segments”, International Review of Retail, Distribution & Consumer Research, vol. 16, no.1, pp. 115-38, 2006

[72] Szymanski, D.A. and Henard, D.H. (2001), “Customer satisfaction: a meta-analysis of the empirical evidence”, Journal of the Academy of Marketing Science, vol. 29, no. 1, pp. 16-35, 2001

[73] Lewis, B.R. and Soureli, M., “The antecedents of consumer loyalty in retail banking”, Journal of Consumer Behaviour”, vol. 5,no.1, pp. 15-31, 2006

[74] Chakravarty S W R, “How Moment of Truth Define Bank-customer Relationship”, Journal of Retail Banking Services, vol. 18, no. 1, pp. 29-34, 1996

Page 6: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

205

[75] Parasuraman, A., Zeithaml V. A., Berry L. L., “Reassessment of Expectations as a comparison standards in measuring service quality: implications for further research”, Journal of Marketing, vol. 58, no. 2, pp. 111-124, 1994.

[76] Wilson, AM and Zeithaml, V. and Bitner, M. and Gremler, D., “Services Marketing”, 1st European edition, The McGraw-Hill Companies, 2008

[77] Angur,M. G., Nataraajan, R, and Jahera, J. S., “ Service Quality in the banking industry: an assessment in a developing economy”, International Journal of BankMarketing, vol.17, no.3, pp.116-123, 1999

[78] Zaim, H., Bayyurt, N. and Zaim, S., “Service Quality And Determinants Of customer Satisfaction In Hospitals: Turkish Experience”, The International Business & Economics Research Journal, vol. 9, no.5, pp. 51-58, 2010

[79] Mengi, P., “Customer Satisfaction with Service Quality: an empirical study of public and private sector banks”, IUP Journal of Management Research, vol. 8, no.9,pp.7-17, 2009

[80] Kumar, S.A., Mani, B. T., Mahalingam, S., and Vanjikovan, M., “Influence of service quality on attitudinal loyalty in private retail banking: An empirical study” IUP Journal of Management Research, vol. 9, no. 4, pp. 21-38, 2010

[81] Lai, T. L., “Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS). Information Systems Frontiers” Special Issue: Industrial Information Systems Frontiers, vol. 6, no.4,pp. 353-368, 2004

[82] Baumann, C.; Burton, S.; Elliott, G.; and Kehr, H., “Prediction of attitude and behavioural intentions in retail banking”, The International Journal of Bank Marketing, vol. 25, no.2, pp.102-116, 2007

[83] Ahmed, I., Nawaz, M.,Usman, A., Shaukat, M., Ahmad, N. and Iqbal, H., “Impact of Service Quality on customers' Satisfaction: Empirical evidence from telecom sector of Pakistan”. Interdisciplinary Journal of Contemporary Research in Business, vol. 1, no.12,pp. 98-113, 2010

[84] Arasli, H., Smadi, S.M., and Katircioglu, S. T., “Customer Service Quality in the Greek Cypriot banking industry” Managing Service Quality, vol.15, no.1, pp.41-56, 2005

[85] Chaniotakis, I., and Lymperopoulos, C., “Service quality effect on satisfaction and word-of-mouth in the healthcare industry”, Managing Service Quality, vol. 19, no.2, pp.229-242, 2009

[86] Cronin, J and Taylor, A., “ Measuring Service Quality: A Reexamination and Extension”, Journal of Marketing, vol.56, no.3, pp.55, 1992

[87] Zeithaml V and Bitner M J., “Services Marketing: Integrating customer-Focus Across the Firm”, 2nd Edition, McGraw-Hill, New York, 2000.

[88] Bedi, M., “An integrated framework for service quality, customer satisfaction and behavioural responses in Indian Banking industry: a comparison of public and private sector banks”, Journal of Services Research, vol. 10, no.1,pp. 157-172, 2010

Page 7: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

206

[89] Kassim, N. and Abdullah, N. A., “The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: a cross cultural analysis”, Asia Pacific Journal of Marketing and Logistics, vol. 22, no.3, pp.351-371, 2010

[90] Kumar, M, Kee, FT & Manshor, AT., “Determining the relative importance of critical factors in delivering service quality of banks. An application of dominance analysis in SERVQUAL model”, Managing Service Quality, vol. 19, no 2, pp. 211-228, 2009

[91] Yee, R. Yeung, A. and Cheng, T., “An empirical study of employee loyalty, service quality and firm performance in the service industry”, International Journal of Production Economics, vol. 124, no.1, pp.109-120, 2010

[92] Naeem, H. and Saif, I.., “Service Quality and its impact on customer Satisfaction: An empirical evidence from the Pakistani banking sector” The International Business and Economics Research Journal, vol. 8, no.12, 99, 2009

[93] Balaji, M., “Customer Satisfaction with Indian Mobile Services”, IUP Journal of Management Research, vol. 8, no.10, pp.52-62, 2009

[94] Avkiran,K, N., “Developing an instrument to measure customer service quality in branch banking”, The International Journal of Bank Marketing, vol.12, no.6, pp.10-19, 1994

[95] Stafford, M. R., “Demographic discriminators of service quality in the banking industry”. The Journal of Services Marketing, vol.10, no.4, pp.6-22, 1996

[96] Johnston, R., “Identifying the critical determinants of service quality in retail banking: importance and effects”, The International Journal of Bank Marketing, vol.15, no.4, pp.111-119,1997

[97] Lassar, W. M., Manolis, C., and Winsor, R. D., “Service quality perspectives and satisfaction in private banking”, The Journal of Services Marketing, vol.14, no.3, pp.244-271,2000

[98] Bahia, K., and Nantel, J., “A reliable and valid measurement scale for the perceived service quality of banks”, The International Journal of Bank Marketing,vol.18, no.2/3, pp.84-92, 2000

[99] Sureshchandar, G. S., Rajendran, C., and Anantharaman, R. N. (2002)., “Determinants of customer-perceived service quality: A confirmatory factor analysis approach”, The Journal of Services Marketing, vol.16, no.1, pp. 9-34, 2002

[100] Gounaris, S. P., Stathakopoulos, V., and Athanassopoulos, A. D.,“Antecedents to perceived service quality: An exploratory study in the banking industry”, The International Journal of Bank Marketing, vol.21, no.4/5, pp.168-190, 2003.

[101] Choudhury, K., “Service Quality: insights from the Indian Banking scenario”, Australasian MarketingJournal,vol.16, no.1, pp.48-61, 2008

[102] Armstrong, R.W., & Seng, T.B., “Corporate-customer satisfaction in the banking industry of Singapore”, International Journal of Bank Marketing,vol.18, no.3,pp. 97-111, 2000

Page 8: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

207

[103] Bloemer, J., De Ruyter, K., & Peeters, P., “Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction”, International Journal of Bank Marketing, vol.16, no.7, pp.276-86,1998

[104] Caruana, A., “Service loyalty: the effects of service quality and the mediating role of customer satisfaction”, European Journal of Marketing, vol. 36, nos 7/8, pp. 811-28, 2002

[105] Veloutsou, C., Daskou, S. and Daskou, A., “Are the determinants of bank loyalty brand specific?”, Journal of Financial Services Marketing, vol. 9, no.2, pp. 113-25, 2004

[106] Pont, M. and McQuilken, L., “An empirical investigation of customer satisfaction and loyalty across two divergent bank segments”, Journal of Financial Services Marketing, vol. 9, no. 4, pp. 344-59, 2005

[107] Lewis, B.R. and Bingham, G.H., “The youth market for financial services”, International Journal of Bank Marketing, vol. 9, no. 2, pp. 3-11,1991

[108] Liu, T.C. and Wu, L.W., “Customer retention and cross-buying in the banking industry: an integration of service attributes, satisfaction and trust”, Journal of Financial Services Marketing, vol. 12, no. 2, pp.132-45, 2007

[109] Glaveli, N.; Petridou, E; Liassides, C.; and Spathis, C., “Bank Service Quality: evidence from five Balkan countries. Managing Service Quality”, Global Trends and Challenges in Services. Vol.16, no.4, pp.380-394, 2006

[110] Siddiqi, K.O., “Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh”, International Journal of Business and Management, vol.6,no.3, pp.12,2011

[111] Choudhury, K., “Service Quality Dimensionality:A Study of the Indian Banking. Sector”, Journal of Asia-Pacific Business, vol. 8: no.4, pp.21-38, 2003,

[112] Sudesh, “Service quality in banks-A study in Haryana and Chandigarh”, NICE Journal of Business, vol.2, no.1, pp.55-65, 2007

[113] Joshua, A. J., V Moli, P. Koshi, “Expectation and perception of service quality in old and new generation banks”, Indian Journal of Marketing,vol.37, no.3, pp.18, 2005

[114] Sandip, G. H. and Kailash BL, Srivastava, “Impact of service quality on customer loyalty, commitment and trust in the Indian banking sector” ICFAI Journal of Marketing Management, vol .3, nos 3&4, pp. 75-95, 2009

[115] Hallowell R , “The Relationships of customer Satisfaction, customer Loyalty, and Profitability: An Empirical Study”, International Journal of Service Industry Management, vol. 7, no. 4, pp. 27-42,1996

[116] Johnston R,, “Identifying the Critical Determinants of Service Quality in Retail Banking: Importance and Effect”, International Journal of Bank Marketing, vol. 14, no. 4, pp. 111-116, 1997

Page 9: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

208

[117] Grigoroudis E., Litos Ch., Moustakis V.A., Politis Y. and Tsironis L., “The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach”, European Journal of Operational Research, vol.187, no.3, pp.346-1357, 2008

[118] Hsu S.-H., “Developing an index for online customer satisfaction: Adaptation of American customer Satisfaction” Index, Expert Systems with Applications, vol. 34, no.4, pp.3033-3042, 2008

[119] Bodet G., “Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships”, Journal of Retailing and Consumer Services,vol.15, no. 3, pp.156-162, 2008

[120] Yang J.-B., and Peng Sh.-CH., “Development of a customer satisfaction evaluation model for construction project management”, Building and environment, vol.43, no. 4, pp. 458-468, 2008

[121] Deng W.J. and Pei, W., “Fuzzy neural based importance- performance analysis for determining critical service attributes”, Expert Systems with Applications, vol.36, no.2, pp.3774-3784, 2009

[122] Lindenmeier J. and Tscheulin D.K., “The effects of inventory control and denied boarding on customer satisfaction: The case of capacity-based airline revenue management”, Tourism Management, vol.29, no.1, pp.32-43, 2008

[123] Athanassopoulos A.D., “Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior”, Journal of Business Research, vol.47, no.3, pp.191-207, 2000

[124] Gil, I., Berenguer, G., Cervera, A.,“The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships”, Industrial Marketing Management, vol. 37, no. 8, pp. 921-939,2008

[125] Sweeney J. and Swait J., “The effects of brand credibility on customer loyalty”, Journal of Retailing and Consumer Services, vol.15, no.3, pp.179-193, 2008

[126] Zairi Mohamed, “Managing customer satisfaction: a best practice perspective”, The TQM Magazine, vol. 12, no.6, pp.389-394, 2000

[127] Peters T J and Waterman R H, “In Search of Excellence: Lessons from Americas Best Run Companies”, Harper and Row, New York, 1982

[128] Ouchi W., “Theory Z: How American Business Can Meet the Japanese Challenge”, Business Horizons, vol.24, no.6,pp.82-83,1981

[129] Harrison, R. and Stokes, H., “Diagnosing Organizational culture”, Pfeiffer, 1992.

[130] Schein, E.H.., “Organizational culture and Leadership”, Second Edition. Jossey-Bass San Francisco , 1992

[131] Haines, S. G.”The systems thinking approach to strategic planning and management”, Boca Raton, FL: St. Lucie Press,2000

Page 10: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

209

[132] Mohe, M., “Bridging the Cultural Gap in Management Consulting Research”, International Journal of Cross Cultural Management, vol.8, no.1, pp.41-57, 2008

[133] Agrawal, R. K. and Tyagi, A., “Organisational culture in Indian organizations: an empirical study” , Int. J. Indian culture and Business Management, vol. 3, no.1, pp. 68-87, 2010

[134] Kopeland, R. and Brief, A. and Guzzo, R., “The role of climate and culture in productivity”. Organizational culture and climate , pp. 282-318, 1990

[135] Schneider, B., & White, S. S., “Service quality: Research perspectives”, Sage publication, 2004

[136] Denison, D.R., “What is the difference between organizational culture and organizational climate? A native’s point of view on a decade of paradigm wars”, Academy of Management Review, vol. 21, pp. 619-654, 1996.

[137] O'Cass A., & Ngo L.V., “Balancing external adaptation and internal effectiveness: Achieving better brand performance”, Journal of Business Research,vol..60, no.1, pp.11–20,2007

[138] Goffee, R., & Jones, G. “What holds the modern company together?”, Harvard Business Review, vol.74, no.6, pp.133- 149,1996

[139] Gerstner, L.V., “Who says elephants can’t dance?” Harper Business, 2002

[140] O’Reilly, C., “Corporations, culture, and commitment: Motivation and social control in organizations.” California Management Review, vol.50, no.2, pp.9-25, 2008

[141] Quinn, R.E. and Rohrbaugh, J., “A spatial model of effectiveness criteria: Towards a competing values approach to organizational analysis.” Management Science, vol.29, no.3, pp. 363-377,1981

[142] Reynolds, Paul D. "Organizational culture as related to industry, position and performance: a preliminary report [1]." Journal of Management Studies 23, no. 3, pp, 333-345, 2007

[143] Ginevičius, R., & Vaitkūnaitė, V., “Analysis of organizational culture dimensions impacting performance”, Journal of Business Economics and Management, vol.7, no.4, pp.201–211, 2006.

[144] Pryce, Josephine. "An examination of the influence of organisational culture on the service predispositions of hospitality workers in tropical North Queensland." PhD diss., James Cook University, 2004.

[145] Pareek U,N., “Training instruments in HRD and OD”, Tata McGraw –Hill, 2002

[146] Yoon, M.H. and Beatty, S.E. and Suh, J., “The effect of work climate on critical employee and customer outcomes: an employee-level analysis”, International Journal of Service Industry Management, vol. 12, no.5, pp. 500-521,2001

Page 11: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

210

[147] Jafari, PR, Mohammad H, (2007). "Illuminating The Aspects and Factors in Effective Organizational Culture by considering High Education Modern Missions to Provide a Suitable Model for Azad Islamic University", J. Econ. Manag. 18thYear, 75: 61-76

[148] Hax, Arnoldo C., and Nicolas S. Majluf. "The strategy concept and process: a pragmatic approach." (1996): 360-375.

[149] Brignall, TJ and Fitzgerald, L. and Johnston, R. and Silvestro, R , “Performance Measurement in Service Businesses”, Management Accounting, vol.69,no.10,pp.34-36,1991,Cambridge,1994

[150] Thakur, M., “Job satisfaction in banking: A study of private and public sector Banks”, The ICFAI Journal of Bank Management, vol. 6, no.4,pp. 60–68,2007

[151] Lund, D.B., “Organizational culture and job satisfaction”, Journal of Business and Industrial Marketing, vol. 18, no 3, pp. 219-236, 2003

[152] Bernal, J.G., Castel A.G., Navarro, M.M., and Torres P.R., “Job satisfaction :empirical evidence of gender differences”, Women in Management Review, vol. 20, no. 4, pp. 279-288, 2005

[153] Judge, T.A., Erez, A., Bono, J., and Locke, E.A., “Core self evaluations and job and life satisfaction : the role of self concordance and goal attainment”, Journal of Applied Psychology, vol. 90, no. 2, pp.257-268, 2005

[154] Statt, D. A., “The Routledge Dictionary of Business Management” Theatre Arts Books,2004

[155] Armstrong, M , “A Handbook of Human resource Management Practice”, Tenth Edition, Kogan Page Publishing, London, , p. 264, 2006

[156] George, J.M. and Jones, G.R.,“Understanding and Managing Organizational behavior”, Fifth Edition,Pearson/Prentice Hall, New Yersey, p. 78, 2008

[157] Moyes, G. D., Shao, L. P., & Newsome, M., “Comparative Analysis Of employee Job Satisfaction In The Accounting Profession”, Journal of Business & Economics Research, vol. 6, no.2,pp. 65:81, 2008

[158] Cranny. C. J., Smith, P .C., & Stone, E. F., “Job satisfaction: How people feel about their jobs and how it affects their performance”, Lexington Books: New York,pp.53-68,1992

[159] Greasley, K., Bryman, A., Dainty, A., Price, A., Soetanto, R., and King, N. “Employee perceptions of empowerment”, Employee Relations, vol. 27, no. 4, pp. 354-368, 2005

[160] Edgar, F. and Geare, A.,“HRM practice and employee attitude : different measures –different results”, Personel Reiew, vol. 34, no. 5, pp. 534-549, 2005

[161] Silvestro, R., “Dispelling the modern myth: employee satisfaction and loyalty drive service profitability”, International Journal of operations & Production Management, vol. 22, no.1, pp. 30-49, 2002

Page 12: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

211

[162] Silvestro, Rhian. "Dispelling the modern myth: Employee satisfaction and loyalty drive service profitability." International Journal of Operations & Production Management 22, no. 1,30-49, 2002

[163] Kaliski, Burton S. "Encyclopedia of business and finance." (2011).

[164] Oshagbemi, T., “'Overall satisfaction: how good are single versus multiple-item measures?”,Journal of Managerial Psychology,vol14, no.5, pp. 388-403,1999

[165] Dickter, D. N., Roznowski, M., & Harrison, D.A.,“Temporal tampering: An event history analysis of the process of voluntary turnover.” Journal of Applied Psychology, 81, 705-716, 1996

[166] Colbert, A. and Heller, D., “Job satisfaction: a cross cultural review”2002, in N. Andersen, D. S. Ones, H. K., Sinangil, & C. Viewesvaran (eds.), “Handbook of Industrial, work and Organizational Psychology”, Sage, London, Vol. 2, pp.25-52.

[167] Morrison, K. A., “An Empirical Test of a Model of Franchisee Job Satisfaction”, Journal of Small Business Management,vol.34, no.3,pp. 27-41,1996

[168] Tait, M., Padgett, M.Y., & Baldwin, T.T.,“Job and life satisfaction: a reevaluation of the strength of the relationship and gender effects as a function of the date of the study”, Journal of Applied Psychology, Vol. 74 pp.S02-7,1989

[169] Schneider, B. & Bowen, D. E.,“Employee and customer perceptions of service in banks replication and extension”, Journal of Applied Psychology, vol. 70,no.3 pp. 423-433,1985

[170] Özdevecioğlu, Mahmut., "Perceived organizational support a study on the determination of the relationships between organizational commitment." D.E.U.I.I.B Dergisi, vol. 18, no. 2, pp. 113-130 (2003)

[171] Hunter, Victor L., and David Tietyen. “Business to business marketing: Creating a community of customers.” NTC Business Books, 1997

[172] Potterfield, T.A., “The business of employee empowerment: Democracy and ideology in the workplace”. Quorum Books, 1999

[173] Taylor H, “The difference between exercisers and non-exercisers on work-related variables”, International Journal of Stress Management,vol.7, no.94 pp., 307–309, 2000

[174] Meyer, J. P. and Paunonen, S. V. and Gellatly, L R. and Goffin, R. D. & Jackson, D. N. “Organizational commitment and job performance: It's the nature of the commitment that counts”, Journal of Applied Psychology, vol. 74,no. 1, pp. 152-156,1989

[175] Bitner, M. J. 1990, “Evaluating service encounters: The effects of physical surroundings and employee responses”, Journal of Marketing, vol. 54, no.2 pp. 69-82,1990

[176] Tett, R. & Meyer, J., “Job satisfaction, organizational commitment, turnover intention, and turnover path analysis based on meta-analytic findings”, Personnel Psychology, vol. 46, no.2 pp.259-293,1993

Page 13: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

212

[177] Locke, E. A. & Latham, G. P. “Work motivation and satisfaction: Light at the end of the Tunnel”, Psychological Science,vol.1, no 4, pp. 240-246,1990

[178] Colbert, A., & Heller, D.,”Job satisfaction: A cross-cultural review. Handbook of Industrial, Work & Organizational Psychology’ Organizational Psychology, Volume 2: no.25, 2001

[179] Benkoft: B., “Disentangling Organizational commitment: the changes of the OQ tor research and policy”, Personnel Review, vol. 26, no.1, pp. 114-20,1999

[180] Chen, Z.x. & Francesco, A.M, “Employee demography, organizational commitment, and turnover intentions in China: do cultural differences matter?”, Human Relations, vol. 3, no.6, pp. 869~87,2000.

[181] Kayis B, Kim H, Shin TH., “A comparative analysis of cultural, conceptual and practical constraints on quality management implementations—findings from Australian and Korean banking industries” Total Quality Management & Business Excellence, vol. 14, no. 7, pp. 765–777, 2003

[182] Locke , E. A. 1976, “The nature and causes of job satisfaction”, Handbook of industrial and organizational psychology, Chicago: Rand McNally” , pp.1319-1328,1976

[183] Kerego, K & Mthupha, D.M.,”Job satisfaction as perceived by agricultural extension workers in Swaziland”, South African Journal of Agricultural Extension, vol. 23, no.2, pp.19-24,1997

[184] Ticehurst, Bill, and Cal W. Downs. "Professional Communication in Asia/Pacific Organisations: A Comparative Study." Journal of Intercultural Communication 2,2009.

[185] Kang, Duk Su, Gregory W. Ticehurst, and Cal Downs. "An Intercultural Comparison of Workplace Satisfaction and Commitment in Manufacturing Organizations in Korea and Australia." Communication Studies vol. 5. 349-362, 1997

[186] Dunham, R.B., Smith, F.J. and Blackburn, R.S., “Validation of the index of organizational reactions with the JDI, the MSQ and faces scale”, Academy of Management Journal, vol. 20, no.3, pp. 420-32,1979

[187] Mihajlovic,I, ”Factors influencing job satisfaction in transitional economies” , Journal of General Management, vol. 34, no. 2, pp.71, 2008

[188] Butler,D.L., “ Bottom Line Call Centre Management” , 2004, Elsevier Butterworth

[189] Tyler, T. R., Lind, E. A., & Huo, Y., “Culture, Ethnicity, and Authority: Social categorization and social orientation effects on the psychology of legitimacy”, Unpublished manuscript, University of California, Berkeley, 1995

[190] Lievens, F., Van Hoye, G., Anseel, F., "Organizational identity and employer image: towards a unifying framework", British Journal of Management, vol. 18, no.2, pp.S45-S59, 2007

[191] Tyson, T., “Working with Groups”, 2nd edn, Macmillan Publishers, Australia,1998

Page 14: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

213

[192] Wood, J.M. and Zeffane, R. and Wallace, J.P., “Organisational Behaviour: An Asia-Pacific Perspective”, Jacaranda Wiley,1997

[193] Robbins, S. P., “Organizational Behavior”, vol.11, 2,Prentice-Hall, 2007

[194] Weiss, D.J. and Dawis, R.V. and England, G.W., “Manual for the Minnesota Satisfaction Questionnaire”, Minnesota Studies in Vocational Rehabilitation,1967

[195] Hoffman, K.D. and Ingram, T.N., ‘‘Service provider job satisfaction and customer-oriented performance’’, Journal of Services Marketing, vol. 6, no. 2, pp. 68-78,1992

[196] Zeithaml, V.A. and Parasuraman, A. and Berry, L.L., “Delivering quality service: Balancing customer perceptions and expectations”, Free press,1990

[197] Woodman, Richard W., John E. Sawyer, and Ricky W. Griffin. "Toward a theory of organizational creativity." Academy of management review (1993): 293-321

[198] Singh, A. P., and S. Sadhana. "Effects of stress and work culture on job satisfaction." ICFAI Journal of Organizational Behavior 8, no. 2 (2009): 52-62.

[199] Barak M E M and Levin A., “Outside of the Corporate Mainstream and Excluded from the work Community: A Study of Diversity, Job Satisfaction and Well Being”, Community work and Family, vol. 5, no. 2, pp. 133-157,2002

[200] Lusting D C and Strauser D R., “The Relationship Between Sense of Coherence and Career Thoughts”, The Career Development Quarterly, vol. 51, no. 1, pp. 2-11,2002

[201] Lim S., “Job Satisfaction of Information Technology workers in Academic Libraries”, Library and Information Science Research, vol. 30,no.2, pp. 115-121, 2008

[202] Tzeng H M, Ketefian S and Redman R W., “Relationship of Nurses’ Assessment of Organizational culture, Job Satisfaction and Patients’ Satisfaction with Nursing Care”, International Journal of Nursing Studies, vol. 39, no. 1, pp. 79-84,2002

[203] Sikorska-Simmons E., “Predictors of Organizational Commitment Among Staff in Assisted Living”, The Gerontological Society of America, vol. 45,no.2 pp. 196-205,2005

[204] Dirani, K.M, “Measuring the learning organization culture, organizational commitment and job satisfaction in the Lebanese banking sector”, Human Resource Development International, vol. 12, no. 2, April 2009, pp.189–208, 2009

[205] Watkins, K.E., and V.J. Marsick., “Demonstrating the value of an organization’s learning culture: The dimensions of the learning organization questionnaire”, Advances in Developing Human Resources, vol. 5, no. 2, pp132–51,2003.

[206] Schneider, B. & Reichers, A.E., “On etiology of climates”, Personnel Psychology, vol.36, no.1, pp.19-37,1983

[207] Kline, T.J.B. & Boyd, J.E., “Organizational structure, context and climate: Their relationship to job satisfaction at three managerial levels”. Journal of General Psychology, vol.118, no.4, pp.305-316,1994

Page 15: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

214

[208] Kemp, S. & Dv,yer, L, “An examination of organizational culture - the Regent Hotel,Sydney”, international Journal of Hospitality Management, vol. 20, pp. 77-93.2001

[209] Schneider, B. and Brief, A.P. and Guzzo, R.A., “Creating a climate and culture for sustainable organizational change”, Organizational Dynamic, vol. 24, no., 4, pp. 7-19,1996

[210] Schneider, B., “Perceptions of Organizational Readiness for Change: Factors Related to Employees' Reactions to the Implementation of Team-Based Selling”, Human Relations Vol53, 419-442, March 2000,

[211] Rajendran, S., “Job satisfaction, job involvement and perceived Organizational Climate among the assistants and lower managerial personnel of government organization”, Indian Journal of Applied Psychology, vol.24, no.2, pp. 58-64,1987

[212] Sharma, T. "Differential effects of organizational climates on job satisfaction, sense of participation, alienation and role stress." Unpublished Ph. D. thesis, Gujarat University, Ahmedabad (1987)

[213] Srivastava, S.K. 1994. “Correlational study of organisational climate and need satisfaction with job involvement.” Paper presented in Asian and XXXII IAAP Conference at A.M.U., Aligarh. Feb. 27-29.

[214] Ali, N. and Akhtar, Z. 1999. “Job satisfaction as related to organisational climate among bank officers”, Paper presented in 4th international & 35th IAAP conference at Anand (Gujarat), May 27-29, 1999

[215] Srivastava, S. K., and S. Pratap. "Perception of job satisfaction and organisational climate." Perspectives of Psychological Research 7 (1984): 41-43.

[216] Gordon, George G. "The relationship of corporate culture to industry sector and corporate performance." Gaining control of the corporate culture (1985): 103-125.

[217] Kravetz, D. J., “The Human Resources Revolution: Implementing progressive management practices for bottom-line success:” San Francisco, CA: Jossey-Bass,1988.

[218] Srivastava, P. and Srivastava, S. “Performance Enhancement Through Continuous Improvement”, 2nd World Conference on POM, Cancun, Mexico, April 30-May 3, 2004, year 2010

[219] Niranjana P and Pattanayak B., “Influence of Learned Optimism and Organizational Ethos on Organizational Citizenship Behavior: A Study on Indian Corporations”, International Journal of Human Resources Development and Management, vol. 5, no. 1, pp. 85-98,2005

[220] Kapoor,N., “All Delhi Bank’s Directory (Clearing Members of Delhi & NCR)”, Guru Kirpa publication, New Delhi, India, 2010

[221] Haahr, Mads. "Random. org: True random number service." School of Computer Science and Statistics, Trinity College, Dublin, Ireland. Website (http://www. random. org)

Page 16: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

215

[222] Haahr, Mads. ‘Random Numbers,’ editor Neil J. Salkind, Encyclopedia of Measurements and Statistics, Sage publications, 2006

[223] Cronbach, L.J., “Coefficient alpha and the internal structure of tests”, Psychometrika, vol.16,no.3,pp. 297-334,1951

[224] Guttman, L., “A basis for analyzing test-retest reliability”, Psychometrika, vol.10, no.4, pp.255-282,1945

[225] Malhotra, N.K., “Marketing Research: An Applied Orientation”, New Jersey: Pearson Education Inc, 2004

[226] Nunnally, J.C., “Psychometric Theory” (2nd edition). New York: Tata McGraw Hill,1978

[227] Mendental, W.& Sincich, T., “A second course in business statistics: regression analysis” Dellen Publishing Company San Francisco, CA ,1986

[228] Angelis, Vasilis A., Constantine Lymperopoulos, and Katerina Dimaki. "Customers' perceived value for private and state-controlled Hellenic banks." Journal of Financial Services Marketing 9, no. 4 (2005): 360-374.

[229] Bitner et al., “Technology infusion in service encounters”, Journal of the Academy of Marketing Science, vol. 28, no.1, pp.138-49, 2000

[230] Blodgett, J. and Wakefield, K., “Customer response to intangible and tangible service factors. Psychology and Marketing”, vol.16, no.1, pp.51-68,1999

[231] Othman, A. and Owen, L., “Adopting and measuring customer service quality in Islamic banks: a case study in Kuwait Finance House”, International Journal of Islamic Financial Services, vol. 3, no. 1.pp.1-26, 2001

[232] Gounaris, Spiros. "Antecedents of internal marketing practice: some preliminary empirical evidence." International Journal of Service Industry Management 19, no. 3 (2008): 400-434

[233] Deshpandé, Rohit, John U. Farley, and Frederick E. Webster Jr. "Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis." The journal of Marketing, 23-37,1993

[234] Korunka C, Scharitzer D, Carayon P, Hoonakker P, Sonnek A, Sainfort F., “ Customer orientation among employees in public administration: A transnational , longitudinal study”, Applied ergonomics, vol. 38, no.3, pp. 307-315, 2007

[235] Bardy M, Cronin K, Joseph JR , “ Customer orientation”, Journal of service Research, vol. 3, no.3, pp.241-251, 2001

[236] Press, I., Ganey, R.F., Hall, M.F., "What's most important to customer satisfaction?", ABA Banking Journal, vol. 89, no.9, pp.73-4, 1997

Page 17: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

216

[237] Ioanna, P. D., “The Role of employee Development in customer Relations: The Case of UK Retail Banks, Corporate Communications” An International Journal :Corporate Communication, vol.7, no.1, pp. 62-77, 2002

[238] Dove, D.W., Robinson, D., "Moments of dissatisfaction are opportunities in disguise", American Banker, vol. 167, no.191, pp.6-7, 2002

[239] Leonard, M., Spencer, A, "The importance of image as a competitive strategy: an exploratory study in commercial banks", International Journal of Bank Marketing, vol. 9, no.4, pp.36-40, 1991

[240] Johnston, W.J., Jeffrey, E.L., "Organizational buying behaviour: toward an integrative framework", Journal of Business Research,vol.35, no.1, pp.1-15, 1996

[241] Herzberg, F., “One more time: how do you motivate employees?”, Harvard Business Review, vol. 65, no. 5, pp. 109-20, 1987

[242] Reidenbach, R.E. and Wilson, T.C. and McClung, G.W. and Goeke, R.W., “Value-Driven Bank: Strategies for Total Market Satisfaction”. Irwin Professional, U.K, 1995.

[243] Lévesque, R., “History of Micronesia: A Collection of Source Documents”. Levesque Pubns, 1999

[244] Berry, L.L, “Relationship marketing of services perspectives from 1983 and 2000” Journal of Relationship Marketing, vol.1, no.1,pp. 59-77, 2002

[245] Burke, R., “Managerial feedback, organizational values and service quality, Managing Service Quality”, vol.9, no.1, pp.53–57, 1999

[246] Boshoff, C., Staude, G., "Satisfaction with service recovery: its measurement and its outcomes", South African Journal of Business Management, vol. 34, no.3, pp.9, 2003

[247] Rawani, A. M., and M. P. Gupta. "IT versus service quality in banks–a few learning issues." In Proceedings of the International Conference on Delivering Service Quality–Managerial Challenges for the 21st Century, New Delhi, pp. 167-72. 2000.

[248] Padwal, S. M., “Need for an information strategy in the financial sector”, MDI Management Journal, Vol. 8, pp.17-29,1995

[249] Anderson, J. C. and J. A. Narus, “A Model of Distributor Firm and Manufacturing Firm working Relationships”, Journal of Marketing, vol 54, no.1, pp.42-58, 1990

[250] Moutinho, L., & Brownlie, D.T., “Customer satisfaction with bank services: a multidimensional space analysis.”, International Journal of Bank Marketing, vol. 7, no. 5, pp. 23-27, 1989.

[251] McKechnie, S., "Customer buying behaviour in financial services: an overview", International Journal of Bank Marketing, vol. 10, no.5, pp.4-12, 1992

[252] Spathis, C., Petridou, E. and Glaveli, N.,, ‘‘Managing service quality in banks: customers’ gender effects’’, Managing Service Quality, vol. 14, no. 1, pp. 90-102, 2005

Page 18: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

217

[253] Angelis, V. A., C. Lymperopoulos, and K. Dimaki.., “Customers’ perceived value for private and state-controlled Hellenic banks”, Journal of Financial Services Marketing, vol. 9, no.4, pp. 360–74, 2005

[254] Dabholkar, et al., “Understanding consumer motivation and behaviour related to self-scanning in retailing: implications for strategy and research on technology-based self-service”, International Journal of Service Industry Management, vol. 14, no. 1, pp. 59-95, 2003

[255] Sureshchandar, G. S., Rajendran, C. and Anantheraman, R., “Customer perceptions of service quality in the banking sector of a developing economy: A critical analysis”, The International Journal of Bank Marketing, vol. 21, no 5, pp. 233–242, 2003

[256] Sathye, Milind. "Efficiency of banks in a developing economy: the case of India." European Journal of Operational Research 148, no. 3 (2003): 662-671

[257] Hansman H., & Schutjens V., “Dynamics in market segmentation: a demographic perspective on age-specific consumption”, Marketing and Research Today ,vol.21, no.3, pp.139-47, 1993

[258] Mael, F. and Ashforth, B., ‘‘Alumni and their alma mater: A partial test of the reformulated model of organizational identification’’, Journal of Organizational Behavior, vol. 13,no.2 pp. 103-23,1992

[259] Pratt, M., ‘‘To be or not to be: central question in organizational identification’’1998, in Whetten, D.A. and Godfrey, P.C., (Eds), Identity in Organizations: Building Theory Through Conversation”, Sage, Thousand Oaks, CA,1998

[260] Zhou, L., ‘‘A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China’s retail banking’’, Journal of Services Marketing, vol. 18, no. 7, pp. 534-46, 2004

[261] Kinicki, A. & Williams, B., “Management, A Practical Introduction”, Third Edition, New York, NY: Mcgraw-Hill,2008

[262] Morita, Michiya, and E. James Flynn. "The linkage among management systems, practices and behaviour in successful manufacturing strategy." International Journal of Operations & Production Management 17, no. 10 ,pp. 967-993, 1997

[263] Geller, E.S.,”People-Based Safety: The human dynamics of culture enrichment”, Day-long workshop at the ASSE Professional Development Conference and Exposition, Las Vegas, NV, June, 2008

[264] Kadian W. Wanyama, K.W, and S. N. Mutsotso, S.N, “Relationship between capacity building and employee productivity on performance of commercial banks in Kenya”, African Journal of History and culture, vol. 2, no.5, pp. 73-78, October 2010

[265] Covey, S. R., ”The 7 habits of highly effective people”, DC Books, 1989

[266] Katzell R, A, Thompson, D. E and Guzzo, R. A., “How job satisfaction and job performance are and are not linked”, in CJ Cranny, PC Smith, EF Stone., “Job

Page 19: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

218

Satisfaction: How people feel about their jobs and how it affects their performance”, Oxford: Lexington Books, 1992, CJ Cranny, PC Smith, and EF Stone (eds), Job Satisfaction. New York: Lexington Books,pp. 195–217 1992.

[267] Neumann, E., “Organizational predictors of expatriate job satisfaction”, Journal of International Business Studies, vol. 24, no. 1, pp. 61-81,1993

[268] Odom, R. Y., Boxx, W. R. & Dunn, M. G., 'Organizational cultures, commitment, satisfaction, and cohesion', Public Productivity and Management Review, Vol. 14, pp.157- 69,1990

[269] Ahghar G.," The role of school organizational climate in occupational stress among secondary school teachers in Tehran “, International Journal of Occupational Medicine and environmental Health, vol.21,no.4,pp.319-329,2008

[270] Oakland J.S., "Organizational Prevalence Excellence", translated by Mohsen Alvandi, 1st edition, Rasa Cultural Institute, 2005

[271] Petersen, Dan.,” Authentic involvement”, National Safety Council, 2001

[272] Denison, D., “Organizational culture: Can it be a key lever for driving organizational change?” , International Institute for Management Development , June,2000

[273] Wagner III, J.A., “Participation's effects on performance and satisfaction: A reconsideration of research evidence” Academy of Management Review, vol.19, no.2, pp.312-330,1994

[274] Linda G.,”Happy workers, High Returns: Investors and CEOs Take Note: Our Ranking Reveals that High Morale and Outstanding Performance Emphatically go together. But Which Causes Which?” Fortune Magazine January 1998

[275] Vander G, M Emans, and E VanDe., “Patterns of interdependence in work teams: A two level investigation of the relation with job and team satisfaction”. Personnel Psychology, vol. 54, no.1,pp. 51–69, 2001

[276] Rahman, M.A., “Sub-contracting Programme of Bangladesh Small and Cottage Industries Corporation (BSCIC)-An Overview”, Pakistan Journal of social Sciences, vol.3, no.6, pp.892-897, 2005

[277] Islam, N., “The Impact of Global Technological Change on Textile and Garment workforce: A Comparative Study of Bangladesh and Thailand”, A Doctoral Dissertation, School of Management, Asian Institute of Technology, Thailand, 2002

[278] Authority, B.E.P.Z, “Export Processing Zones (EPZs) in Bangladesh: An Attractive Investment Destination”, 2008

[279] Zohir, S.C., “Role of Dhaka Export Processing Zone: Employment and Empowerment”, Research Report, Bangladesh Institute of Development Studies, Dhaka., 2007

Page 20: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

219

[280] Miner, John B. "The validity and usefulness of theories in an emerging organizational science." Academy of Management Review (1984): 296-306

[281] Foels R, J Driskell, B Mullen, and E Salas, “The effect of democratic leadership on group member satisfaction: An Interaction”, Small Group Research, vol. 31, no.6, 676–701, 2000

[282] Avtgis T, “Unwillingness to communicate and satisfaction in organisational relationships”. Psychological Reports, vol. 87, no.1, pp.82–84,2000

[283] Sirota, D., Mischkind, L. and Meltzer, M.I., “The Enthusiastic employee”, Wharton School, Pub. 2005

[284] Meyer, J. and Allen, N., “A three component conceptualization of organizational commitment”, Human Resource Management Review, vol. 1, no. 1, pp. 61-90,1991

[285] Rowden, R.W., “The relationship between workplace learning and job satisfaction in small and mid-sized businesses”, Human Resource Development Quarterly, vol. 13, pp. 407-26, 2002

[286] Rowden, R.W. and Conine, C.T. Jr., “The impact of workplace learning and job satisfaction in small US commercial banks”, Journal of workplace Learning, vol. 17, no. 4, pp. 215-30, 2005

[287] Tsai, P., Yen, C.Y., Huang, L. and Huang, I., “A study on motivating employee’s learning commitment in the post-downsizing era: job satisfaction perspective”, Journal of World, Business, vol. 42, no. 2, pp. 157-69, 2007

[288] Burke, R.J., “Management practices, of employees satisfaction and perception of quality of service”, Psychological Reports, vol. 77, pp. 748-50, 1995

[289] Bajpai, N. and Srivastava, D., “Sectorial Comparison of Factors Influencing Job Satisfaction in Indian Banking Sector”, Singapore Management Review, vol. 26, no.2, pp.89-99, 2004

[290] Sinha D, “Job satisfaction in the office and manual workers”. Indian Journal of Social work, vol.19, pp.39–46,1958

[291] Witt L and L Nye, “Gender and the relationship between perceived fairness of pay or promotion and job satisfaction”. Journal of Applied Psychology,vol.77, no.6, pp. 910–17,1992

[292] Kallenberg I and A Mastekaasa, “Satisfied movers, committed stayers: The impact of job mobility on work attitudes in Norway”, Work and Occupations ,vol. 28, no.2, pp.183–209, 2001

[293] Malewar T.C and Navalekar A. “ Leveraging Corporate identity in the digital age” Marketing Intelligence & Planning, vol. 20, no.2 , pp. 96-103, 2002

[294] Bilgic, R., “The relationship between job satisfaction and personal characteristic of Turkish workers”, The Journal of Psychology, vol. 132, no.5, pp. 549-57, 1998

Page 21: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

220

[295] Hulin, C. and Smith, P., “Sex differences in job satisfaction”, Journal of Applied Psychology, vol. 48,no.2 pp. 88-92,1976

[296] Oshagbemi, T., “Correlates of pay satisfaction in higher education”, International Journal of Educational Management, vol. 14, no. 1, pp. 31-9,2000

[297] Adams, J.S. (1965), “Inequity in social exchange”, Advances in Experimental Social Psychology, vol. 2, pp 267-99, 1966

[298] Stuart, H. (2002), ‘‘Employee identification with the corporate identity – issues and implications’’, International Studies of Management and Organization, vol. 32, no. 3, pp. 28-44, 2002

[299] Al-Ajmi, R., “The effect of personal characteristics on job satisfaction: a study among male managers in the Kuwait oil industry”, International Journal of Commerce & Management, vol. 11, pp. 91-101, 2001

[300] Koustelios, A., “The relationships of organizational cultures and job satisfaction in three selected industries in Greece”, unpublished doctoral dissertation, University of Manchester, Manchester, 1991

[301] Okpara, J.O., “An examination of the relationship of motivation needs, cultural factors, and job satisfaction among managers in selected business enterprises in Nigeria”, unpublished doctoral dissertation, New York University, New York, NY,1996

[302] BIBU, N.A. and EL MONIEM, H.A.,” The Relationships among employee Satisfaction, Productivity, Performance and customer Satisfaction” Review of International Comparative Management, vol.12,no.3, pp.471,2011

[303] Chanda, A. & Kabra, S. (2000) ‘‘Human Resource Strategy – Architecture for Change’’, Sage Publication Ltd., London, p.61-182, p.253-271

[304] Farkas, A.J. and Tetrick, L.E.,“A three-wave longitudinal analysis of the causal ordering of satisfaction and commitment on turnover decisions”, Journal of Applied Psychology, vol. 74, no. 6, pp. 855-68,1989

[305] Etuk, E. J. "An empirical study of motivational factors in Cross River State public service." The Nigerian Journal of Economic and Social Studies 22 (1980): 267-284.

[306] Falcone, S., “Self-assessment and job satisfaction in public and private organizations”,public Productivity & Management Review, Vol. 16,no.2, pp. 385-96,1991

[307] Martin, J.K. and Sheehan, C.L.,, “Education and job satisfaction: the influence of gender, wage, earning status, and job values”, work and Occupation: An International Sociological Journal, vol. 16, pp. 184-9,1989

[308] Rogers, R., “The effects of educational level on correctional officer job satisfaction”, Journal of Criminal Justice, vol. 19, no.2, pp. 123-37,1991

[309] Varma, Y. (2001), “Banking: the network is the bank.”, DQIndia.com, Retrieved from www.dqindia.com/content/top_stories/301012904.asp

Page 22: LIST OF REFERENCES - Information and Library …shodhganga.inflibnet.ac.in/bitstream/10603/6913/13/13...201 [16] Levesque, T. and McDougall, G., “Determinants of customer satisfaction

221

[310] Gable M, Fiorito SS, Topol MT., “An empirical analysis of the components of retailer customer loyalty programs”, Int. J. Retail Distribution Mang., vol. 36, no.1, pp.32-49, 2008 .

[311] Devlin, J., “Adding value to retail financial services”, International Journal of Bank Marketing, vol. 18, no.5, pp. 222-32, 2000

[312] Berry, L., “Relationship marketing”, In L. Berry, G. Shostak and G. Upch (eds), Emerging Perspectives of Services Marketing, Chicago, American Marketing Association, pp. 25–38.1983

[313] Jelodari MB (2006), "Organizational Excellence", 2nd edition, Tehran, Iran Industrial Studies and Training Center, 2006