حسنی کاخکی، ا. و قلی پور، آ. ( 1386 ). رفتار شهروندی سازمانی: گامی دیگر در جهت بهبود عملکرد
.115 -145 : سازمان در قبال مشتری. فصلنامة پژوه ش بازرگانی، 45
دیواندری، ع.؛ حقیقی، م.، و الهیاری، ا. ( 1390 ). بررسی رابطه بین تصور از عناصر معنابخش برند و
شناخت برند، بر اساس مدل ارزش ویژه ی برند مبتنی بر مشتری (مطالعة موردی بانک ملت ).
.75 -92 :(10) نشریة مدیریت بازرگانی، 3
رنجبران، ب.، خواجه، ا.، و صادقیان، م. ( 1389 ). بررسی نقش رفتار شهروندی سازمانی بر وجهه شرکت و
وفاداری مشتری (مطالعه موردی هت لهای چهار و پنج ستاره اصفحا ن). چهارمین کنفرانس
بین المللی مدیریت بازاریابی، تهران.
رنجبران، ب.، و براری، م. ( 1388 ). تأثیر بنیان های بازاریابی رابطه مند بر وفاداری مشتریان: مقایسة بانک
.83 -100 :(2) دولتی و خصوصی. نشریة مدیریت بازرگانی، 1
تبیین تأثیر رفتار شهروندی سازمانی بر رضایت مشتری و ارزش ویژة.... 333
عزیزی، ش.؛ جمالی، ش. و صناعی، ا. ( 1391 ). ارائة مدل عوامل مؤثر بر عملکرد کارکنان در مورد برند
:(11) در صنعت بانکداری (مطالعة موردی : بانک کشاورزی). نشری ة مدیریت بازرگانی، 4
.89 -104
لگزیان، م. و یغما، س . ( 1389 ). شناسایی و تعیین میزان تأثیر عوامل موثر بر پذیرش بانکداری
.146 -168 :(34) الکترونیک از دیدگاه مشتریان. مجلة دانش و توسعه، 17
ونوس، د. و ظهوری، ب. ( 1390 ). بررسی تأثیر ابعاد ارزشی بازاریابی رابطه مند بر وفاداری مشتری به برند
.149 -172 :(8) گوشی های تلفن همراه. نشریة مدیریت بازرگانی، 3
Aaker, D. (1991). Managing Brand Equity: Capitalizing on the Value of Brand
Name. New York, NA: The Free Press.
Aaker, D. A. (1992). The value of brand equity. Journal of Business Strategy,
13: 27–32.
Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer
satisfaction and shareholder value. Journal of Marketing, 68 (4): 172–85.
Bernhardt, K. L., Donthn, N., & Kennett, P. A. (2000). A longitudinal analysis
of satisfaction and profitability. Journal of Business Research, 47 (2):
161-171.
Biedenbach, G., Bengtsson, M., & Wincent, J. (2011). Brand equity in the
professional service context: Analyzing the impact of employee role
behavior and customer– employee rapport. Industrial Marketing
Management, 40 (7): 1093–1102.
Bienstock, C. C., DeMoranville, C. W., & Smith, R. K. (2003). Organizational
citizenship behavior and service quality. Journal of Services Quality,
17(4): 357–378.
Blackston, M. (2000). Observations: building brand equity by managing the
brand's relationship. Journal of Advertising Research, 40 (6): 101–105.
Buil, I., Chernatony, L. D., & Martínez, E. (2011). Examining the role of
advertising and sales promotions in brand equity creation. Journal of
Business Research, 66(1): 115-122.
Castro, C. B., Armario, E. M., & Ruiz, D. M. (2004). The influence of employee
organizational citizenship behavior on customer loyalty. International
Journal of Service Industry Management, 15(1): 27-53.
Chi, C. G. & Gursoy, D. (2009). Employee satisfaction, customer satisfaction,
and financial performance: An empirical examination. International
Journal of Hospitality Management, 28 (2): 245-253.
Chiang, C. F. & Hsieh, T. S. (2012). The impacts of perceived organizational
support and psychological empowerment on job performance: The
mediating effects of organizational citizenship behavior. International
Journal of Hospitality Management, 31(1): 180–190.
Farquhar, P. H. (1989). Managing brand equity. Marketing Research,
1(September), 24–33.
Gonzalez, J. V. & Garazo, T. G. (2006). Structural relationships between
organizational service orientation, contact employee job satisfaction and
citizenship behavior. International Journal of Service Industry
Management, 17(1): 23-50.
Gremler, D. D., & Gwinner, K. P. (2000). Customer–employee rapport in
service relationships. Journal of Service Research, 3(1): 82–104.
Guenzi, P., Pardo, C., & Georges, L. (2007). Relational selling strategy and key
account managers' relational behaviors: An exploratory study, Industrial
Marketing Management, 36 (1): 121-133.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate
Data Analysis, (5thEdition). Upper Saddle River, NJ: Prentice Hall.
Haverila, M. (2011). Mobile phone feature preferences, customer satisfaction
and repurchase intent among male users. Australasian Marketing Journal,
19 (4): 238–246.
Hogan, J. E., Lemon, K. N., & Rust, R. T. (2002). Customer equity
management. Chartering new directions for future marketing. Journal of
Service Research, 1(August), 4-12.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: an
assessment of some of the key antecedents of customer satisfaction in
retail banking. International Journal of Bank Marketing, 20(4): 146-160.
Kaplan, R. S., & Norton, D. P. (1996). The balanced score card. Boston, MA:
Harvard Business School Press.
Keller, K. L. (1993). Conceptualizing, measuring and managing customer-based
brand equity. Journal of Marketing, 57(1): 1–22.
Keller, K. L. (2003). Brand synthesis: the multidimensionality of brand
knowledge. Journal of Consumer Research, 29 (4): 595–600.
Keller, K. L., & Lehmann, D. R. (2006). Brands and branding: research findings
and future priorities. Marketing Science, 25(6), 740–759.
Kelly, S. W., & Turley, L. W. (2001). Consumer perceptions of service quality
attributes at sporting events. Journal of Business Research, 54 (2): 161–
166.
Kim, J. H., & Hyun, Y. J. (2011). A model to investigate the influence of
marketing-mix efforts and corporate image on brand equity in the IT
software sector. Industrial Marketing Management, 40 (3): 424–438.
Kim, K. H. (1998). An analysis of optimum number of response categories for
Korean consumers. Journal of Korean Academic Marketing Science, 1
(1): 61–86.
Kotler, P., & Armstrong, G. (2011). Principles of Marketing. 13th Ed, Prentice
Hall.
Krishnan, B. C., & Hartline, M. D. (2001). Brand equity: is it more important in
services? Journal of Services Marketing, 15(5): 328-342.
Leone, R. P., Rao, V. R., Keller, K. L., Luo, A. M., McAlister, L., & Srivastava,
R. (2006). Linking brand equity to customer equity. Journal of Service
Research, 9(2): 125–138.
Matzler, K., Füller, J., & Faullant, R. (2007). Customer satisfaction and loyalty
to Alpine ski resorts: the moderating effect of lifestyle, spending and
customers’ skiing skills. International Journal of Tourism Research, 9:
409-421.
Mittal, V., Anderson, E. W., Sayrak, A., & Tadikamalla, P. (2005). Dual
emphasis and the long-term financial impact of customer satisfaction.
Marketing Science, 24(4): 544–555.
Nunnally, J. C. (1978). Psychometric theory. 2nd ed. New York: McGraw-Hill.
Organ, D. W., Podsakoff, P. M. & MacKenzie, S. B. (2006), Organizational
citizenship behavior: Its nature, antecedents, and consequences. , CA:
Sage, Thousand Oaks.
Organ, D.W. (1988), Organizational Citizenship Behavior: the Good Soldier
Syndrome. Lexington, MA: Lexington Books.
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000).
Organizational citizenship behaviors: a critical review of the theoretical
and empirical literature and suggestions for future research. Journal of
Management, 26(3): 513–563.
ی، دورة 6، شمارة 2، تابستان 1393 بازرگا د 336
Safui, M. A., Kojuri, M. A. S., Badi, M., & Agheshlouei, H. (2013).The Impacts
of Organizational Justice and Psychological Empowerment on
Organizational Citizenship Behavior: The Mediating Effect of Job
Involvement. International Journal of Research in Organizational
Behavior and Human Resource Management, 1(3): 116-135.
Shafiei Nikabadi, M., akbarzadeh safui, M., & agheshlouei, H. The Role of
Advertising and Promotion in Brand Equity Creation, Journal of
Promotion Management, 5 (20): DOI: 10.1080/10496491.2014.
946208.
Torres, A., & Tribo, J. A. (2011). Customer satisfaction and brand equity.
Journal of Business Research, 64 (0): 1089–1096.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral
consequences of service quality. Journal of Marketing, 60(2): 31–46.
)