Vous êtes sur la page 1sur 4

REFERENCES:

Adrian Wilkinson , (1999) "Employment relations in SMEs", Employee


Relations, Vol. 21 Iss: 3, pp.206 217
Ali Mohammad Mosadegh Rad , Mohammad Hossein Yarmohammadian ,
(2006) "A study of relationship between managers' leadership style and
employees' job satisfaction", Leadership in Health Services, Vol. 19 Iss: 2,
pp.11 28
Ang S., Van Dyne L., Begley T. M. (2003). The employment relationships of
foreign workers versus local employees: A field study of organizational justice,
job satisfaction, performance, and OCB. Journal of Organizational Behavior,
volume 24,issue 5, pages 561-583.
Anthony Ferner, Javier Quintanilla, Matthias Z Varul, (Summer 2001) Country-of-
origin effects, host-country effects, and the management of HR in multinationals:
German companies in Britain and Spain volume 36, issue 2, pages 107-127.
Borman W. C. 1991. Job behavior, performance, and effectiveness. In Dunnette
M. D. (Ed.), Handbook of industrial and organizational psychology (2nd ed., Vol.
2): 276-326. San Diego, CA: Psychological Corporation.
Buttle, F. (2009). Customer Relationship Management Concepts and
Technologies. Elsevier Ltd.
Cappelli, P. and D. Neumark (2001) `Do High-Performance Work Practices
Improve Establishment-Level Outcomes', Industrial and Labor Relations, Volume:
54, issue: 4, page(s): 737-775.
Carmen Barroso Castro , Enrique Martn Armario , David Martn Ruiz , (2004)
"The influence of employee organizational citizenship behavior on customer
loyalty", International Journal of Service Industry Management, Vol. 15 Iss: 1,
pp.27 53
Chapman, E., & Goodwin, C. (2001). Supervisor's Survival KitYour First Step into
Management (Ninth Edition ed.). Prentice Hall.
Cohen A. (2009). A value based perspective of commitment in the workplace: An
examination of Schwartzs basic human values theory among bank employees in
Israel. International Journal of Intercultural Relations, volume 33, issue 4, pages
332-345.
David E. Guest, Jonathan Michie, Neil Conway, Maura Sheehan, (June 2003 )
Human Resource Management and Corporate Performance in the UK, Volume
41, Issue 2, Pages 291314
Dwayne D.Gremler, Kevin P. Gwinner, Stephen W. Brown, (2001) "Generating
positive wordofmouth communication through customeremployee relationship",
International Journal of Service Industry Management, Vol. 12 Iss: 1, pp.44 59
Farh J. L., Hackett R. D., Liang J. (2007). Individual-level cultural values as
moderators of perceived organizational support-employee outcomes
relationships in China: Comparing the effects of power distance and traditionality.
Academy of Management Journal, volume 50, issue 3, pages 715-729.
Gillenson, M. L., & Sanders, T. C. (2005). Employee Relationship Management:
Applying The Concept Of Personalization To U.S. Navy Sailors. Information
System Reseaarch,22(1), 45-50.
Hirst G., van Dick R., van Knippenberg D. (2009). A social identity perspective on
leadership and employee creativity. Journal of Organizational Behavior, 30, 963-
982.
Krill, J. (2008). A Perspective on CRM. Strategic Momentum.
Lam S. K. S., Schaubroeck J., Aryee S. (2002). Relationship between
organizational justice and employee work outcomes: A cross-national study.
Journal of Organizational Behavior, volume 23, issue 1, pages 1-18.
Manuel Jos Vilares , Pedro Simes Coelho , (2003) "The employeecustomer
satisfaction chain in the ECSI model", European Journal of Marketing, Vol. 37
Iss: 11/12, pp.1703 - 1722
Mark D. Hanna , W. Rocky Newman , Pamela Johnson , (2000) "Linking
operational and environmental improvement through employee
involvement", International Journal of Operations & Production Management,
Vol. 20 Iss: 2, pp.148 165
Mary Anderson , Amrik S. Sohal , (1999) "A study of the relationship between
quality management practices and performance in small
businesses", International Journal of Quality & Reliability Management, Vol.
16 Iss: 9, pp.859 877
Md. Zabid Abdul Rashid , Murali Sambasivan , Juliana Johari , (2003) "The
influence of corporate culture and organisational commitment on
performance", Journal of Management Development, Vol. 22 Iss: 8, pp.708 -
728
Neeru Malhotra , Avinandan Mukherjee , (2004) "The relative influence of
organisational commitment and job satisfaction on service quality of
customercontact employees in banking call centres", Journal of Services
Marketing, Vol. 18 Iss: 3, pp.162 - 174
Neubert M. J., Kacmar K. M., Carlson D. S., Chonko L. B., Roberts J. A. (2008),
Regulatory focus as a mediator of the influence of initiating structure and servant
leadership on employee behavior. Journal of Applied Psychology, 93, 1220-
1233.
Organizational Learning and Individual Values: The Case of Israeli Civil Service
Employees Administration & Society (May 1, 2011) volume 43, isse:4, pages
446-473
Podsakoff P. M., Bommer W. H., Podsakoff N. P., MacKenzie S. B. (2006),
Relationships between leader reward and punishment behavior and subordinate
attitudes, perceptions and behaviors: A meta-analytic review of existing and new
research. Organizational Behavior and Human Decision Processes, 99, 113-
142.
Rai , A. K. (2013). Customer Relationship Management : Concepts And Cases.
new delhi: PHILearning Pvt. Ltd.
Runco M. A., Basadur M. (1993), Assessing ideational and evaluative skills and
creative styles and attitudes. Creativity and Innovation Management, 2, 166-
173.
Sean R. McMahon, Cameron M. Ford, (November 27, 2012), Heuristic Transfer
in the Relationship Between Leadership and Employee CreativityVolume: 20
issue: 1, page(s): 69-83.
Shalley C. E., Gilson L. L., Blum T. C. (2000), Matching creativity requirements
and the work environment: Effects on satisfaction and intentions to leave.
Academy of Management Journal, 43, 215-223.
Singh, P., & Kumar, N. (2011). Employee Relations Management. Pearson.
Sinha, S., & Bajaj, R. (2013). Successful Human Resource Management
Determinants To Build Good Employee Relations. International Journal of Human
Resource Management and Research,3(2), 31-36.
Swarnalatha, C., & Prasanna, T. (2013). Employee Turnover in Health Care
Industry: A Concern For The Organization. The International Journal Of
Management, 2(1), 1-11.
Tamara Montag, Carl P. Maertz, Markus Baer, (April 17, 2012) A Critical Analysis
of the Workplace Creativity Criterion Space, Volume: 38 issue: 4, page(s): 1362-
1386
Thomas WH Ng, Daniel C Feldman, (June 27, 2012), A comparison of self-
ratings and non-self-report measures of employee creativityVolume: 65 issue: 8,
page(s): 1021-1047
Thorzen, M. (2011). Analysis Of Customer Relationship Management Systems
Compliance with Organizational Needs- An industrial case study in a Spanish
organization
Wu C., McMullen J. S., Neubert M. J., Yi X. (2008), The influence of leader
regulatory focus on employee creativity. Journal of Business Venturing, 23, 587-
602.
Yuan F. R., Woodman R. W. (2010). Innovative behavior in the workplace: The
role of performance and image outcome expectations. Academy of Management
Journal, 53, 323-342.

Vous aimerez peut-être aussi