Relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment

Service employee commitment is an interesting topic because servicing has been an intangible product which has its own unique characteristics. Therefore, commitment is very important as an indication for the organisational success. However, factors concerning service employee commitment have been sc...

Full description

Saved in:

Bibliographic Details
Main Author:	Nurul Aqilah, Mhd Yusak
Format:	Thesis
Language:	eng eng
Published:	2018
Subjects:	HF5549-5549.5 Personnel Management Employment
Online Access:	https://etd.uum.edu.my/7785/1/s94685_01.pdf https://etd.uum.edu.my/7785/2/s94685_02.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.7785
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Othman, Abdul Rahim Md Salleh, Salniza
topic	HF5549-5549.5 Personnel Management Employment
spellingShingle	HF5549-5549.5 Personnel Management Employment Nurul Aqilah, Mhd Yusak Relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment
description	Service employee commitment is an interesting topic because servicing has been an intangible product which has its own unique characteristics. Therefore, commitment is very important as an indication for the organisational success. However, factors concerning service employee commitment have been scarcely investigated especially within the area of government sector. Thus, this study aims to examine the interaction effects of internal marketing practices (internal communication and internal market research), training and co-worker support on service employee commitment and thus provide additional insights into the literature in the area of public sector. It also examines the mediating effect of emotional satisfaction on the relationship between internal marketing practices (internal communication and internal market research), training, and co-worker support with service employee commitment. The study employs Social Exchange Theory as the guidance theory and a supporting theory namely Human Capital Theory. Cross sectional survey was employed and questionnaires were administered to collect data from the government servants in Malaysia. Out of 500 questionnaires were distributed through a self-administered approach, 454 usable responses were used for the analysis. Partial Least Square - Structural Equation Modelling was advocated and the result provides an empirical evidence of the significant effect of internal communication, training and co-worker support on the service employee commitment. More important, this study reveals that emotional satisfaction is a significant mediator on the relationship of internal communication, internal market research, co-worker support and service employee commitment and hence supporting the theoretical premises. The study concludes with the theoretical contributions, managerial implications on service employee commitment, limitations of the study and suggestions for future research.
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Nurul Aqilah, Mhd Yusak
author_facet	Nurul Aqilah, Mhd Yusak
author_sort	Nurul Aqilah, Mhd Yusak
title	Relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment
title_short	Relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment
title_full	Relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment
title_fullStr	Relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment
title_full_unstemmed	Relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment
title_sort	relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment
granting_institution	Universiti Utara Malaysia
granting_department	School of Business Management
publishDate	2018
url	https://etd.uum.edu.my/7785/1/s94685_01.pdf https://etd.uum.edu.my/7785/2/s94685_02.pdf
_version_	1747828264996438016
spelling	my-uum-etd.77852021-08-11T05:36:54Z Relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment 2018 Nurul Aqilah, Mhd Yusak Othman, Abdul Rahim Md Salleh, Salniza School of Business Management School of Business Management HF5549-5549.5 Personnel Management. Employment Service employee commitment is an interesting topic because servicing has been an intangible product which has its own unique characteristics. Therefore, commitment is very important as an indication for the organisational success. However, factors concerning service employee commitment have been scarcely investigated especially within the area of government sector. Thus, this study aims to examine the interaction effects of internal marketing practices (internal communication and internal market research), training and co-worker support on service employee commitment and thus provide additional insights into the literature in the area of public sector. It also examines the mediating effect of emotional satisfaction on the relationship between internal marketing practices (internal communication and internal market research), training, and co-worker support with service employee commitment. The study employs Social Exchange Theory as the guidance theory and a supporting theory namely Human Capital Theory. Cross sectional survey was employed and questionnaires were administered to collect data from the government servants in Malaysia. Out of 500 questionnaires were distributed through a self-administered approach, 454 usable responses were used for the analysis. Partial Least Square - Structural Equation Modelling was advocated and the result provides an empirical evidence of the significant effect of internal communication, training and co-worker support on the service employee commitment. More important, this study reveals that emotional satisfaction is a significant mediator on the relationship of internal communication, internal market research, co-worker support and service employee commitment and hence supporting the theoretical premises. The study concludes with the theoretical contributions, managerial implications on service employee commitment, limitations of the study and suggestions for future research. 2018 Thesis https://etd.uum.edu.my/7785/ https://etd.uum.edu.my/7785/1/s94685_01.pdf text eng public https://etd.uum.edu.my/7785/2/s94685_02.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abbas, M., Raja, U., Darr, W ., & Bouckenooghe, D. (2014). Combined effects of perceived politics and psychological capital on job satisfaction, turnover intentions, and performance. Journal of Management, 40(7), 1813-1830. Abdullah, F. (2006). Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing intelligence & Planning, 24(1), 31-47. Abdullah, F. (2005). The development of HEdPERF: A new measuring instrument of service quality for higher education. International Journal of Consumer Studies. Abdullah, M. M., Zahari, H., Rahman, R., & Khalid, K. (2011).The study of service employee satisfaction and its effects towards loyalty in hotel industry in Klang Valley, Malaysia. international Journal of Business and Social Science, 12(2), 56-63. Abdullah, N. R. W., Mansor, N. B., & Hamzah, A. (2013). Keeping ahead of the game: Innovations and challenges in e-government in Malaysia. The Economic and Labour Relations Review, 24(4), 549-567. Abdul Khalid, Siti Nabiha (2008) New public management in Malaysia: In search c?f an efficient and effective service delivery. International Journal of Management Studies (IJMS), 15. pp. 69-90. ISSN O127-8983 Abu Bakar, N. B., Saleh, Z., &Mohamad, M. H. S. (2011). Enhancing Malaysian public sector transparency and accountability: Lessons and issues.European Journal of Economics, Finance and Administrative Sciences. Abzari, M. (2011). The effect of internal marketing on organizational commitment from market orientation viewpoint in hotel industry in Iran.International Journal of Marketing Studies, 3(1), 147-155. Abdullah, R., Musa, M., Zahari, H., Rahman, R., & Khalid, K. (2011). The study of employee satisfaction and its effects towards loyalty in hotel industry in Klang Valley, Malaysia. International Journal of Business and Social Science, 2(3), 147-155. Acton, T., & Golden, W. (2003). Training the knowledge worker: a descriptive study of training practices in Irish software companies. Journal of European Industrial Training, 27(2/3/4), 137-146. Adey, N. H., dan Bahari, F. H. (2010). Hubungan Antara Kecerdasan Emosi, Kepuasan Kerja dan komitmen terhadap orgnisasi. Jurnal Kemanusiaan, 16, 62-82. Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2017). Enhancing service loyalty: The roles of delight, satisfaction, and service quality. Journal of Travel Research, 56(4), 436-450. Ahmed, I., &Parasuraman, A. (1994). Environmental and positional antecedents of management service employee organisational commitment: A conceptual framework. In T. A. Swartz, A. D. Bowen, & S. W. Brown (Eds.) Advances in services marketing and management (pp. 69-93). Ahmed, P. K., Rafiq, M. and Saad, N. M. (2003), "Internal marketing and the mediating role of organisational competencies", European Journal of Marketing, Vol. 37 No. 9, pp. 1221-1242. Ahmed, S., & Zlate, A. (2014). Capital flows to emerging market economies: A brave new world?. Journal of International Money and Finance, 48, 221-248. Agus, A., Barker, S., & Kandampully, J. (2007). An exploratory study of service quality in the Malaysian public service sector. International Journal of Quality & Reliability Management, 24(2), 177-190. Aish Agus, A., Barker, S., & Kandampully, J. (2007). An exploratory study of service quality in the Malaysian public service sector. International .Journal qf Quality & Reliability Management, 24(2), 177-190.a Aisha Javeria, Muhammad Rizwan, Ali Junaid Khan, AmjadHameed, QaziNaeem& Muhammad Subctageen. (2013). Examining the antecedents of affective job satisfaction and further its impact on organizational commitment. Journal of Public Administration and Governance, ISSN 2161-7104, 3(3). Ajibade, S., & Ayinla, N. (2014). Investigating the Effect of Training on Employees' Commitment: An Empirical Study of a Discount House in Nigeria. Megatrend Review, 11(3), 7-18. Akdag, H. C., &Zineldin, M. (2011). Strategic positioning and quality determinants in banking service.The TQM Journal, 23(4), 446-457. Akter, S., D"Ambra, J., & Ray, P. (2011). An evaluation of PLS based complex models: The roles of power analysis, predictive relevance and GoF index. In Proceedings of the 17th Americas Conference on lriformation Systems (AMCIS2011) (pp. 1-7). Aladwan, K., Bhanugopan, R. and D'Netto, Brian (2015). The effects of human resource management practices on employees' organisational commitment. lnternational Journal of Organizational Analysis, 23(3), 472-492. Alder, G. S. (2001). Employee reactions to e lectronic performance monitoring: A consequence of organizational culture. The Journal c?f High Technology Management Research, 12(2), 323-342. Alde r, G. S., McAllister, D., & Chase, J. (2012). We Get By With a Little Help from Our Friends: Exploring the Effects of Perceived Coworker Support on Employee Burnout and Job Attitudes. Advances in Business Research, 3(1), 1-11. Alge, B. J., Wiethoff, C., & Klein, H. J. (2003). When does the medium matter? Knowledge-building experiences and opportunities in decision-making teams. Organizational Behavior& Human Decision Processes, 91, 26-37. Ali Kara, Spillan, J. E. & DeShields Jr. O. W. (2005). The effect of a market orientation on business performance: A study of small-sized service retailers us ing MARK OR scale. Journal of Small Business Management, 43(2), 105-118. Aliah, H. M. S., & Tarmizi, A. A. R. (1998). Jurang harapan-tanggapan pengguna: Suatu pengukuran kualiti perkhidmatan pembayaran cukai pendapatan di Malaysia. Jurnal Pengurusan, 17, 69-92. Allison, P. D. (2003). Missing data techniques for structural equation modeling. Journal of Abnormal Psychology, 112(4), 545-557. http://doi.org/10.1037/002l-843X.112.4.545. Albdour, A. A., & Altarawneh, I. I. (2014). Employee engagement and organizational commitment: Evidence from Jordan. International Journal of Business, 19(2), 192. 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. Allen, N. J., & Meyer, J. P. (1996). Affective, continuance and normative commitment to the organization: An examination of construct validity. Journal of Vocational Behaviour, 49, 252-276. Altinoz, M., Cakiroglu, D., & Cop, S. (2012). The effect of affective job satisfaction of the talented serv ice employees on organizational commitment: A field research. international Strategic Management Conference, 58(12), 322-330. Alshehri, M. and Drew, S.J. (2011) 'Challenges of e-government services adoption in Saudi Arabia from an e-ready citizen perspective', World Academy of Science, Engineering and Technology, Vol. 66. M. S. Mostafa, J. S. Gould-Williams, P. Bottomley, High-performance human resource practices and employee outcomes: The mediating role of public service motivation, Public Administration Review (2015). Anderson, L., Ostrom, A. L., Corus, C., Fisk, R. P., Gallan, A. S., Giraldo, M.,... & Shirahada, K. (2013). Transformative service research: An agenda for the future. Journal of Business Research, 66(8), 1203-1210. Anari, N. N. (2012). Teachers: job intelligence, affective job satisfaction, and organizational commitment. Journal of Workplace Learning, 24(4), 256-269. Anupama J.A. (2015). Influence of Internal Marketing Practices on Organizational Commitment of Employees in Selected Engineering Colleges around Chennai International Journal of Applied Management & Business UtilityVol. 3 (1). Anvari, R., & Amin, S. M. (2011). Strategic training practices and turnover intention: The mediating role of organizational commitment. International journal of business and management studies, 3(2), 293-305. Arnett, D. B., German, S. D., & Hunt, S. D. (2003). The identity salience model of relationship marketing success: The case of nonprofit marketing. Journal of marketing, 67(2), 89-105. Armstrong, E. (2005). Integrity, transparency and accountability in public administration: Recent trends, regional and international developments and emerging issues. Economic and Social Affairs. Arawati, A., Baker, S. &Kandampully, J. (2007). An exploratory study of service quality in the Malaysian public service sector. International Journal of Quality and Reliability Management, 24 (2), 177-190. ArisKasan, Fatimah Hanum, Mohamad Hajari, Juwairiyah Jaafar & Nordin Yusoof (2012). Stres dalam perkhidmatan awam: Impaknya kepada prestasi dan kesejahteraan pegawai awam. Jurnal Psikologi dan Kaunseling Perkhidmatan Awam Malaysia, 7, ISSN: 2229-81OX. Ashar, M., Ghafoor, M., Munir, E., & Hafeez, S. (2013). The impact of perceptions of training on employee commitment and turnover intention: Evidence from Pakistan. International journal of human resource studies, 3(1), 74. Ashill, N. J., Rod, M., &Carruthers, J. (2008). The effect of management service service employee commitmenton frontline service employees' job attitudes, turnover intentions and service recovery perfonnance in a new public management context. Journal of Strategic Marketing, 16(5), 437-462. Ashill, N. J., Ragheb, M. A., Abd-El-Salam, E. M., & EI-Samadicy, A. (2015). Antecedents and consequences of management commitment to service quality. The Business & Management Review, 4(4), 24. Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115. Asri Marsidi, & Hamrila Abdul Latip. (2007). Faktor-faktor yang mempengaruhi komitmen pekerja di organisasi awam. Jurnal Kemanusiaan, 10, 56-64. Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European journal of marketing, 31(7), 528-540. Avkiran, N. K. (1999). An application reference for data envelopment analysis in branch banking: Helping the novice researcher. International Journal of Bank Marketing, 17(5), 206-220. Awad, T. A. & Alhashemi, S. E. (2012).Assessing the effect of interpersonal communications on employees' commitment and satisfaction. International Journal of Islamic and Middle Eastern Finance and Management, 5(2), 134-156. Awwad, M. S., & Agti, D. A. M. (2011).The impact of internal marketing on commercial banks' market orientation. International Journal of Bank Marketing, 29(4), 308-332. Azim Idris A (2013) Open source system proves effective in public sector. New Straits Times, 16 July, 13. Available at: http://www.nst.com.my/nation/general/open-source-system-proveseffective-inpublic-sector- 1.320 195 Babakus, E., Yavas, U., Karatepe, O., & Avci, T. (2003). The effect of management service service employee commitmenton service employees' affective and performance outcomes. Journal of the Academy of Marketing Science, 20(10), 115. Babbie, E. (2007). The practice of social research (lnternatio). Thomson Learning. Back, K. J., Lee, C. K., & Abbott, J. (2011). Internal relationship marketing: Korean casino employees' job satisfaction and organizational commitment. Cornell Hospitality Quarterly, 52(2), 111-124. Babin, B. J., &Griffiin, M. (1998). The nature of satisfaction: An updated examination and analysis. Journal of Business Research, 41, 127-136. Babin, B. J., & Boles, J. S. (1996). The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction. Journal of retailing, 72(1), 57-75. Badri MA, Kamali MA & Dodeen H (2013) Identifying potential biasing variables in student evaluation of teaching in a newly accredited business program in the UAE. International Journal of Educational Management 20(1 ): 43-59. Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions m marketing. Journal of the academy of marketing science, 27(2), 184. Bai, B., Brewer, K., Sammons, G., & Swerdlow, S. (2006). Affective job satisfaction, organizational commitment, and internal service quality. Journal of Human Resources in Hospitality & Tourism, 5(2), 37-54. Barzoki, A. S., & Ghujali, T. (2013). Study the relationship of internal marketing with job satisfaction, organizational commitment and organizational citizenship behavior. International Journal of Academic Research in Business and Social Sciences, 3(3), 33. Bailey (2016). The roles of employee job satisfaction and organizational commitment in the internal marketing-employee bank identification relationship. International .Journal of Bank Marketing, 34(6), 821-840. Balfour, D. L., & Wechsler, B. (1991). Commitment, performance, and productivity in public organizations. Public Productivity and Management Review, 14, 355-367. Bulut, C. & Culha, O. (2010). The effects of organizational training on organizational commitment. International Journal of Training and Development, 14, 4, pp. 309-332. David Ballantyne, (2003) "A relationship-mediated theory of internal marketing", European Journal of Marketing, Vol. 37 Issue: 9, pp. 1242-1260 Badri, M., Attia, S., and Ustadi, A. (2009). Healthcare quality and moderators of patient satisfaction: testing for causality. International Journal of Health Care Quality Assurance, Vol. 22 No. 4, pp. 382-410 Bajpai, S., & Bajpai, R. (2014). Goodness of Measurement: Reliability and Validity. International Journal of Medical Science and Public Health, 3(1). Barbiero, 0. and B. Cournede (2013), "New Econometric Estimates of Long-term Growth Effects of Different Areas of Public Spending", OECD Economics Department Working Papers, No. 1100, Barnes, B.R., Fox, M.T., & Morris, D.S. (2004).Exploring the linkage between internal marketing, relationship marketing and service quality: A case study of a consulting organisation. Total Quality Management, 15(5/6), 593-601. Baron, R. M., & Kenny, A. D. (1986). The moderator-mediator variable distinction in social psychological research:Conceptual, strategic, and statistical consideration. Journal of Personality and Social Psychology, 51(6), 1173-1182. http://doi.org/10.1016/j.addbeh.2015.07.009 Bartlett, K. R. (2001). The relationship between tram mg and organizational commitment: A study in the health care field. Human Resource Development Quarterly, 12, 335-352. Beatson, A., Lings, I. N., &Gudergan, S. (2008). Employee behaviour and relationship quality: Impact on customers. The Service Industries Journal, 28(2), 211-223. Becker, J.M., Klein, K., & Wetzels, M. (2012). Hierarchical latent variable models in PLS-SEM: guidelines for using reflective-formative type models. Long Range Planning, 45(5), 359-394. Becker, G. S. (1994). Human capital revisited. In Human Capital: A Theoretical and Empirical Analysis with Special Reference to Education (3rd Edition) (pp. 15-28). The university of Chicago press. Bell, S. J. and Luddington, J. A. (2006), "Coping with customer complaints", Journal of Service Research, Vol. 8 No. 3, pp. 192-204. Bennett, R., &Barkensjo, A. (2005). Internal marketing, negative experiences, and volunteers' commitment to providing high-quality services helping and caring charitable organisation. International Journal of Voluntary and Nonprofit Organisations, I 6(2), 251-274. Bentein, K., Vandenberghe, C., Vandenberg, R., & Stinglhamber, F. (2005). The role of change in the relationship between commitment and turnover: a latent growth modeling approach. Journal of Applied Aychology, 90(3), 468. Bennis, W ., & Nanus, B. (1985). The strategies for taking charge. Leaders. New York: Harper. Row. Bettencourt, L. A., Brown, S. W., & MacKenzie, S. B. (2005). Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents. Journal of retailing, 81(2), 141-157. BeritaHarian (2010). 45,000 service employee have been reported to have falsified their medical leaves. Retrieved from http://bharian.com.my BeritaHarian (2010). 6133 service employee have been reported to have low productivity, The Star (2014). Reported service employee at Welfare Office are not friendly. Retrieved from http://thestar.com.my Berry, L. L. (1981). The service employee as customerJournal of Retail Banking, 3, 25-28. Berry, L. L. (4). a. Parasuraman (1991). Marketing services: Competing through quality. Berta, D. (2005). Put on a happy face: High morale can lift productivity. Nation 's Restaurant News, 39(20), 8-10. Bishop, J. W., Scott, K. D., & Burroughs, S. M. (2000). Support, commitment, and service employee outcomes in a team environment. Journal of Management, 26, 1113-1132. Bitner, M. J., Booms, B. H., &Tetreault, M. S. (1990). The service encounter: Diagnosing favourable and unfavourable incidents. Journal of Marketing, 54, 71-84. Bitner, M. (1990). Evaluating service encounters: The effects of physical surroundings and service employee responses. Journal of Marketing, 54, 69-82. Blau, P. (1964). Power and exchange in social life. NY: John Wiley & Sons. Blancero, D. M., & Johnson, S. A. (2001). A process model of discretionary service behavior: Integrating psychological contracts, organizational justice, and customer feedback to manage service agents. Journal of Quality Management, 6(2), 307-329. Blegen, M. (1993). Nurses' affective job satisfaction: A meta-analysis of related variables. Nursing Research, 42(1), 36-41. Bloemer, .J.,&de Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499-513. Bollen, K. a, & Stine, R. (1990). Direct and indirect effects: Classical and bootstrap estimates of variability. Sociological Methodology, 20, 115-140. http://doi.org/10.2307/271084. Bono, J. E., & Judge, T. A. (2003). Core self-evaluations: A review of the trait and its role in affective job satisfaction and job performance. European Journal of Personality, 17, 5-18. Boren, A. (2010). Emotional Intelligence: The secret of successful entrepreneurship?. Leadership in Agriculture, 2, 55-61. Boshoff, C., & Meis, G. (1995).A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality. European Journal of Marketing, 29(2), 23-42. Boshoff, C., &Tait, M. (1996). Quality perceptions in the financial services sector: The potential impact of internal marketing. International Journal of Service Industry Management, 7(5), 5-31. Boshoff, C., & Allen, J. (2000).The influence of selected antecedents on frontline staffs perceptions of service recovery performance.International Journal of Service industry Management, 11(1), 63-90. Boswell, J. W., Boudreau, W.R., & Judge, T. A. (2001). Effe.cts of personality on executive career success in the United States and Europe. Journal of vocational behavior, 58(1), 53-81. Boukis, A., & Gounaris, S. (2014). Linking IMO with employees' fit with their environment and reciprocal behaviours towards the firm. Journal of Services Marketing, 28(1), 10-21. Bowen, D. E., & Lawler, E. E. (1992). The empowerment of service workers: What, why, how, and when. Sloan Management Review, 33, 31-39. Bowen, D. E., & Schneider, B. (1988). Services marketing and management: Implications for organizational behavior. Research in Organizational Behavior, 1O, 43-80. Brah, S. A., Tee, S. S., & Madlhu Rao, B. (2002). Relationship between TQM and performance of Singapore companies. International Journal of Quality & Reliability Management, 19(4), 356-379. Bryman, A., & Bell, E. (2011). Business Research Methods 3e: Oxford university press. Bruhn, M., Georgi, D., & Hadwich, K. (2008). Customer equity management as formative second-order construct. Journal of Business Research, 61(12), 1292-1301. Brunetto, Y., Farr-Wharton, R. and Shacklock, K.H. (2011). 'Using the Harvard HRM model toconceptualise the impact of changes to supervision upon HRM outcomes for different types ofpublic sector employees'. International Journal of Human Resource Management, 22: 3, 553-573 Briscoe, D. R. (1980). Organizational design: dealing with the human constraint. California Management Review, 23(1), 71-80. Brown, P. (1995). Cultural capital and social exclusion: some observations on recent trends in education, employment and the labour market. Work, Employment and Society, 9(1), 29-51. Butcher, K., Sparks, B., & O' Callaghan, F. (2002).Effect of social influence on repurchase intentions. Journal Service Marketing, 16(6), 503-514. Burman C., Zeplin S. (2005). Building brand commitment: A behavioural approach to internal brand management. Journal of Brand Management, vol. 12, n. 4, pp. 279-300. Burmann C., Zeplin S., Riley N. (2009). Key determinants of internal brand management success: An exploratory empirical analysis. Journal of Brand Management, vol. 16, n. 4, pp. 264-284 Byrne, B. M. (2010). Structural equation modeling with AMOS: Basic concepts, application, and programing (2nd edition). New York: Routledge Academy. Bytyqi, F., V. Reshani, V. Hasani, 2010. Work stress, job satisfaction and organizational commitment among public employees before privatization. European Journal of Social Science., 18: 156-162 Caldwell Jr, J. A. (1992). A brief survey of chemical defense, crew rest, and heat stress/physical training issues related to Operation Desert Stonn. Military medicine, 157(6), 275-281. Carlos, V. S., & Rodrigues, R. G. (2012). Internal marketing practices in higher education institutions-its inter-relations with other organisational variables. Public Policy and Administration, 11(4), 690-702. Caykoylu, S., Egri, C.P., Havlovic, S. and Bradley, C. (2011). Key organizational commitment antecedents for nurses, paramedical professionals and non-clinical staff. Journal of HealthOrganization and Management, 25(1), 7-33. Cenfetelli, R. T., & Bassellier, G. (2009). Interpretation of formative measurement in information systems research. MIS Quarterly, 33(4), 689-707. http://doi.org/10.1057/ejis.2011.7 Chang, C. S., & Chang, H. C. (2009). Perceptions of internal marketing and organizational commitment by nurses. Journal of advanced nursing, 65(1), 92-100. Chang, C.S., & Chang, H.C. (2008).Perceptions of internal marketing.Journal of Advanced nursing, 8(87), 92-100. Chen, Z. X., Aryee, S., & Lee, C. (2005). Test of a mediation model of perceived organizational support. Journal of Vocational Behavior, 66(3), 457-470. Chenevert, D., Vandenberghe, C., & Tremblay, M. (2015). Multiple sources of support, affective commitment, and citizenship behaviors: the moderating role of passive leadership. Personnel Review, 44(1 ), 69-90. Chernick, M. R. (2008). Bootstrap methods: A guide for pract1twners and researchers. Wiley series in probability and statistics (2nd edition). Newtown, PA: United BioSources Corporation. http://doi.org/9780471756217. Cherniss, C. & Goleman, D. (Eds.). The emotionally intelligent workplace. San Francisco: Jossey-Bass. Chiaburu, O., & Harrison, D. (2008). Do co-workers make the place? Conceptual synthesis and meta-analysis of lateral social influences in organizations. Journal of Applied Psychology, 93(5), 1082-1103. Chiang, C. F., & Wu, K. P. (2014). The influences of internal service quality and job standardization on affective job satisfaction with supports as mediators: Flight attendants at branch workplace. The International Journal of Human Resource Management, 25(19), 2644-2666. Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295-336. http://doi.org/10.1016/j.aap.2008.12.010. Chin, W. W. (2010). How to write up and report pis analyses. In Handbook of Partial Least Squares (p. 671 ). Springer-Verlag Berlin Heidelberg. http://doi.org/10.1007/978-3-540-32827-8 Chen, Z. X., Tsui, A. S., & Farh, J. L. (2002). Loyalty to supervisor vs. organizational commitment: Relationships to employee performance in China. Journal of occupational and organizational psychology, 75(3), 339-356. Chuan Sun, P., Ju Hsu, W., & Cheng Wang, K. (2012). Enhancing the service service employee commitment through developmental and rewarding systems: CSQ consistency as a moderator.The International Journal of Human Resource Management, 23(7), 1462-1480. Chuang, N. K., Yin, D., & Jenkins, M. D. (2009). Intrinsic and extrinsic factors impacting casino hotel chefs' job satisfaction. International Journal of Contemporary Hospitality Management, 21 (3), 323-340 Churchill Jr, G. A., & Peter, J.P. (1984). Research design effects on the reliability of rating scales: A meta-analysis. Journal of marketing research, 360-375. Clark, R. A., Hartline, M. D., & Jones, K. C. (2008). The effects of leadership style on hotel service employees' service employee organisational commitment. Cornell Hospitality Quarterly, 50(2), 209-231. Clegg, S., & Dunkerley, D. (1980). Organization, class and control. Taylor & Francis. Cobb, J. C., Samuels, C. J., & Sexton, M. W. (2001). Alignment and strategic change: a challenge for marketing and human resources. Leadership & Organization Development Journal, 19(1), 32-43. Cooper, Donald, R., Pamela, S., & Schindler. (2006). Marketing Research.New York: McGraw-Hill. Cronin, J. J., Jr., Brady, M. K., & Hult, G. T. M. (2000).Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. Crapanzano, R., & Mitchell, M. S. (2005). Social exchange theory. An Interdisciplinary Review, 31, 874. Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed). Hillsdale, Lawrence Erlbaum Associates, NJ. Coyle-Shapiro, J., A. M., & ashill, N. (2004).The employment relationship through the Jens of social exchange theory. In J. Coyle-Shapiro, L. M. Shore, M. S. Taylor, & L. E. Tetrick (Eds.), The employment relationship: Examining psychological and contextual perspectives (pp.5-28). Oxford, UK: Oxford University Press. Cresswell, J. (2012). Educational research: Planning,conducting and evaluating quantitative and qualitative Research (Fourth). Book, Pearson. Creswell, J. W. (2003). Research design qualitative quantitative and mixed methods approaches. (C.Deborah Laughton, Ed.) Sage Publication (2nd edition). California, London, New Delhi. http://doi.org/10.3109/08941939.2012.723954. Cronbach Lee, J., & Meehl, P.. (1955). Construct validity in psychological test. Psychological Bulletin, 52(4), 281-302. Crapanzano, R., Byrne, Z. S., Bobocel, D. R., & Rupp, D. E. (2001). Moral virtues, fairness heuristics, social entities, and other denizens of organizational justice. Journal of Vocational Behavior, 58, 164-220. Caykoylu, S., Egri, C. P., Havlovic, S., & Bradley, C. (2011). Key organizational commitment antecedents for nurses, paramedical professionals and non-clinical staff. Journal of Health Organization and Management, 25(1), 7-33. Curristine, T., Louti,Z., & Journard, I. (2007). Improving Public Sector Efficiency: Challenges and Opportunities. OECD Journal on Budgeting, 7(1). Dabholkar, P.A. and Abston, K. A (2008), "The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research", Journal of Business Research, Vol. 61 No. 9; pp 959-967. Daneshfard, C., & Ekvaniyan, K. E. (2012). Organizational Commitment and job Satisfaction in Is lamic Azad University. Interdisciplinary Journal of Contemporary Research in Business, 3(9), 168-181. Dawes, J. (2008). Do data characteristics change according to the number of scale points used? An experiment using 5 point, 7 point and IO point scales. international. Journal of Market Research, 51(1). Journal Article. Davis, K. & Newstrom, J. W. (1989). Man behavior at work: Organizational behaviour (8th ed.). New York: McGraw Hill. Deckop, J. R., Cirka, C. C., & Andersson, L. M. (2003).Doing unto others: The reciprocity of helping behavior in organizations. Journal of Business Ethics, 47, 101-114. Demirbag, M., Sahadey, S., Kaynak, E., &Akgul, A. (2012). Modelling quality commitment in service organizations: An empirical study. European Journal of Marketing, 46(6), 790-810. DeConinck, J. B., & Bachmann, D. P. (1994). Organizational commitment and turnover intentions of marketing mangers. Journal of Applied Business Research, 10(3), 87. Deshpande, R., Farley, J. U., & Webster, F. E. (1993). Corporate culture, customer orientation and innovativeness in Japanese firms: A quadrant analysis. Journal of Marketing, 57(1 ), 23-37. Deepakshi Jaiswal, Rajib Lochan Dhar, (2016) "Impact of perceived organizational support, psychological empowerment and leader member exchange on commitment and its subsequent impact on service quality", International Journal of Productivity and Performance Management, Vol. 65 Issue: 1, pp.58-79. DeVillis, R. F. (2012). Scale development: Theory and application. (L. B. and D. J. Rog, Ed.) (3rd ed.). Sage Publication Inc. Dhar, R. L. (2015). Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management, 46, 419-430. Dias, A. & Silva, R. (2016). Organizational Training and Organizational Commitment: A Literature Review and Conceptual Development. International Journal of Innovative Science, Engineering & Technology, 3(1), 387-399. Dick, G. & Metcalfe, B. (2007). The progress of female police officers? An empirical analysis of organisational commitment and tenure explanations in two UK police forces. International Journal of Public Sector Management, 20(2 & 3), 81-100. Dijkstra, T. K. (2010). Latent variables and indices:Herman Wold"s basic design and partial least squares. In W. W.Chin & Bauer (Eds.), Handbook of Partial Least Squares: Concepts, methods and application (pp. 23-46). New York: Springer. http://doi.org/10.1007/978-3-642-16345-6. Dobel, P. J. (1990). Integrity in the public sector. Public Administration Review, 50(3), 354-366. Donaghey, J., Reinecke, J., Niforou, C., & Lawson, B. (2014). From employment relations to consumption relations: Balancing labor governance in global supply chains. Human Resource Management, 53(2), 229-252. Dube, L., & Menon, K. (2000). Multiple roles of consumption emotions in postpurchase satisfaction with extended service transactions. International Journal of Service industry Management, 11(3), 287-304. Ducharme, L. J., &. Martin, J. K. (2000). Unrewarding work, coworker support and affective job satisfaction. Work and Occupations, 27, 223-244. Dunleavy & Carera (2012). Growing the Productivity of Government Services. Edward Elgar. Cheltenham Edvardsson, B., &Gustavsson, B. O. (2003). Quality in the work environment: A prerequisite for success in new service development. Managing Service Quality, 13(2), 148-163. Edward Shih-Tse Wang (2014). Moderators of the relationship between social bonding and organizational commitment. Managing Service Quality, 24(3), 300-314. Eighth Malaysia plan (2001-2005). Statistical report. Retrieved from http://epu.gov.my Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71, 500-507. Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L. (2001). Reciprocation of perceived organizational support.Journal of Applied Psychology, 86, 42-51. Eisenberger, R., Stinglhamber, F., Vandenberghe, C., Sucharski, I. L., & Rhoades, L. (2002). Perceived supervisor support: Contributions to perceived organizational support and service employee retention. Journal o_/Applied PJychology, 87, 565-573. Eisenberger, R., Lynch, P., Aselage, J., & Rohdieck, S. (2004). Who takes the most revenge? Individual differences in negative reciprocity norm endorsement. Personality & Social Psychology Bulletin, 30, 789-799. Ekinci, Y. (2015). Designing research questionnaires for business and management Students. (S. and N. Lee, Ed.) (1st ed.). London: Sage Publication Ltd Ellinger, A. E., Musgrove, C. F., Ellinger, A. D., Bachrach, D. G., ElmadagBas, A. B., & Wang, Y. (2013). Influences of organizational investments in social capital on service service employee commitment and performance.Journal of Business Research, 66, 1124-133. Elmadag, A. B., Ellinger, A. E., & Franke, G. R. (2008). Antecedents and consequences of frontline service service employee service employee organisational commitment. Journal of Marketing Theory and Practice, 16(2), 95-110. Emerson, R. M. (1976). Social exchange theory.Annual Review of Sociology, 2, 335-362. Emery, C. R., & Barker, K. J. (2007). The effect of transactional and transformational leadership styles on the organizational commitment and job satisfaction of customer contact personnel. Journal of organizational culture, communications and conflict, 11(1), 77. Enders.K, C., & Deborah L. Bandalos. (2001). The relative performance of full information maximum likelihood estimation for missing data in structural equation models. Structural Equation Modeling: A Multidisciplinary Journal, 8(3), 470-489. http://doi.org/10.1207/S15328007SEM0803. Ensher, E. A., Thomas, C., & Murphy, S. E. (2001). Comparison of traditional, stepahead, and peer mentoring on proteges' support, satisfaction, and perceptions of career success: A social exchange perspective. Journal of Businessand Psychology, 15, 419-438. Erben, G. S. & Gu· nes, er A. B. (2008). The relationship between paternalistic leadership and organizational commitment: investigating the role of climate regarding ethics. Journal of Business Ethics, 82, 955-968. Eskildsen, Jacob K.; Dahlgaard, Jens J. (2000). A causal model for employee satisfaction. Total Quality Management, Volume 11, Number 8, pp. 1081-1094(14) ETOS (2012) https://www.pmu.edu.my/v2/files/Etos%20Perkhidmatan%20Awarn.pd Ewing, M. T., &Caruana, A. (1999). An internal marketing approach to public sector management - the marketing and human resources interface.The International Journal of Public Sector Management, 12(1), 17-26. Fairlie, R. W. (2004). Self-employed business ownership rates in the United States: 1979-2003. Research Summary 243, December. Small Business Administration. Fairchild, A. J ., & McQuillin, S. D. (2010). Evaluating mediation and moderation effects in school psychology: A presentation of methods and a review of current practice. Journal of School Psychology, 48(1), 53-84. http://doi.org/10.1016/j.jsp.2009.09.001 Farrell, D., &Rusbult, C. E. (1981). Exchange variables as predictors of affective job satisfaction, job commitment, and turnover: The impact of rewards, costs, alternatives, and investments. Organizational Behavior and Human Performance, 28, 78-95. Farzad, A., Nahavandi, N., & Caruana, A. (2008). The effect of internal marketing on organizational commitment in Iranian banks American Journal of Applied Sciences, 5(11), 1480-1486. Felmban, Inas Fouad Noaui (2015). Job satisfaction and its relationship with organizational commitment of supervisors for the management of education in the city of Mecca. University or Um AIQura, Saudi Arabia Fiske, S. T. (1992). Thinking is for doing: portraits of social cognition from daguerreotype to laserphoto. Journal ofpersonality and social psychology, 63(6), 877. Farooq, O., Payaud, M., Merunka, D., & Yalette-Florence, P. (2014). The impact of corporate social responsibility on organizational commitment: Exploring multiple mediation mechanisms. Journal of Business Ethics, 125(4), 563-580. Firth, R. (1967). Themes in economic anthropology. London: Tavistock. Flynn, F. J. (2003). How much should I give and how often? The effects of generosity and frequency of favor exchange on social status and productivity. Academy of Management Journal, 46(5), 539-553. Foreman, S.K., & Money, A.H. ( 1995). Internal marketing: concepts, measurement and application. Journal of Marketing Management, 1 (11), 755-768. Fornell, C., & Cha, J. (1984). Partial least squares. Advanced Methods of Marketing Research, 407, 52-78. Fournier, S., & Mick, D. G. (1999). Rediscovering satisfaction. Journal of Marketing, 63, 5-23. Fok, L. Y., Hartman, S. J., Patti, A. L., & Razek, .I. R. (2000). Human factors affecting the acceptance of total quality management. International Journal of Quality & Reliability Management, 17(7), 714-729. Frank Q. Fu , Willy Bolander & Eli Jones (2009) Managing the Drivers of Organizational Commitment and Salesperson Effort: An Application of Meyer and Allen's Three-Component Model, Journal of Marketing Theory and Practice, 17:4, 335-350 Frone, M. R. (2000). Interpersonal conflict at work and psychological outcomes: testing a model among young workers. Journal of occupational health psychology, 5(2), 246. Fu, W ., & Deshpande, S. P. (2014). The impact of caring climate, job satisfaction, and organizational commitment on job performance of employees in a China's insurance company. Journal of Business Ethics, 124(2), 339-349. Gazioglu, S., & Tansel, A. (2006). Job satisfaction in Britain: individual and job related factors. Applied economics, 38(10), 1163-1171. Geisser, S. (1975). The Predictive Sample Reuse Method with Applications. Journal of the American Statistical Association, 70(350), 320-328. George, W. R., & Gronroos, C. (1990). Developing customer-conscious service employees at every level-internal marketing. In: C. A. Congram, & M. L. Frieman (Eds.). Handbook of Services Marketing. New York: AMACOM. Gergen, K. J. (1969). The psychology of behavioral exchange. Reading, MA: Addison-Wesley. Gilbert, D. T. (1991). How mental systems believe. American Psychologist, 46, 107-119. Giovanni Mangiarotti, Cesare A. F. Riillo, (2014) "Standards and innovation in manufacturing and services: the case of ISO 9000", International Journal of Quality & Reliability Management, Vol. 31 Issue: 4, pp.435-454. Golhar, D. Y., & Deshpande, S. P. (1997). HRM practices of large and small Canadian manufacturing firms. Journal of small business management, 35(3), 30. Gopinath, M., &Nyer, P. U. (1999). The role of emotions in marketing. Journal of The Academy of Marketing Science, 27(2), 184-206. Goh, S. K., & Low, B. Z. J. (2013). The influence of servant leadership towards organizational commitment: The mediating role of trust in leaders. International Journal of Business and Management, 9(1), 17. Gouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 22, 161-178. Gounaris, S. (2006). Measuring internal marketing practices in services: Some empirical evidence. Journal ofBusiness Research, 59(4), 432-438. Gounaris, S. (2008). The notion of internal marketing practices and service employee affective job satisfaction: Some preliminary evidence. Journal of Services Marketing, 22(1), 68-90. Gounaris, S., Vassilikopoulou, A., &Chatzipanagiotou, K. C. (2010). Internal-market orientation: A misconceived aspect of marketing theory. European Journal of Marketing, 44(11/12), 1667-1699. Gomez-Mejia, L. R., Balkin, D. 8., & Cardy, R. L. (1995). Managing human resources. Government Transformation Plan (2016). www.pemandu.gov.mv Gray, L., & Diehl, P. (1992). Research methods for business and management. Macmillan Coll Division. Gray, D. M. (2010). Pulling inlernal marketing practices into behavioral patterns employed during marketing strategy implementation. Conference on Marketing Strategy, Macquarie University. Gray, R., & Robertson, L. (2005). Effective Internal Communication Starts at the Top Help executives understand the need for clear, concise communication., 22(4), 26. Greenglass, E. R., Burke, R. J., &Konarski, R. (1997).The impact of social support on the development of burnout in teachers: Examination of a model. Work and Stress, 11, 267-278. Grigg, S. H. (2009). The impact of affective job satisfaction, organizational commitment, and intent to leave on employee retention: An investigation within the child care industry. Nelson-Gray, R. O., Keane, S. P., Hurst, R. M., Mitchell, J. T., Warburton, J. B., Chok, J. T., & Cobb, A. R. (2006). A modified DBT skills training program for oppositional defiant adolescents: Promising preliminary findings. Behaviour Research and Therapy, 44(12), 1811-1820. Gronroos, C. (l984): "A Service Quality Model and Its Marketing Implications. European Journal of Marketing, No. 4. Gronroos, C. (2001). The perceived service quality concept - a mistake?. Managing service quality. An international Journal, 11(3), 150-152. Guilbault, M. (2010).Customer mind-set: Investigating a measure of market orientation using higher education as the context. Anderson University. Gummesson, E. (1991). Marketing-orientation revisited: The crucial role of the part-time marketer. European .Journal of Marketing, 25(2), 60-75. Gunawardane, G. (2011). Total experience as a dimension of quality in services - A study in the health care industry.Cal(fornia .Journal of Operations Management, 9(1), 91-103. Guest, D. E., & Conway, N. (2002). Communicating the psychological contract: an employer perspective. Human resource management journal, 12(2), 22-38. Guest, D. (1997). Human Resource Management and Performance. International Journal of Human Resource Management, 8 (3), 263-275 Gyamfi, G. D. (2014). Influence of job stress on affective job satisfaction: Empirical evidence from Ghana police service. International Business Research, 7(9). Hausknecht, J. P., Rodda, J. M. & Howard, M. J. (2008). Targeted employee retention: Performance-based and job-related difference.s in reported reasons for staying (CAHRS Working Paper #08-06). Ithaca, NY: Cornell University, School of Industrial and Labor Relations, Center for Advanced Human Resource Studies Haenlein, M., & Kaplan, A. M. (2004). A beginner"s guide to partial least squares analysis. Understanding Statistics, 3(4), 283-297. http://doi.org/10.1207/s15328031us0304_4 Hair Josep F, J., H.Money, A., Samouel, P., & Page, M. (2007).Research Methods for business (2ed ed.): John Wiley &Sons,Ltd. Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Mutivariate data analysis. Upper Saddle River: Pearson Prentice Hall. Hair, Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. The Journal of Marketing Theory and Practice, 19(2), 139-152. http://doi.org/10.2753/MTP1069-6679190202. Hair, J., Sarstedt, M., Ringle, C., & Mena, J. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433. Retrieved from http://link.springer.com.sci-hub.org/article/10.1007/s11747-011-0261-6. Hair, J., Hult, G. T. M., Ringle, C. M., & Sarstedl, M. (2014). A Primer on partial Least squares structural equation modelling (PLS-SEM). Sage Publication Inc. Hair, J., Hopkins, L., Georgia, M., & College, S. (2014). Partial least squares structural equation modeling (PLS-SEM) An emerging tool in business research. European Journal of Business Review, 26(2), 2014. http://doi.org/10.1108/EBR-10-2013-0128. Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications. Hallowell, R., Schlesinger, L.A., Zomitsky, J., 1996. Internal service quality, customer and job satisfaction: Linkages and implications for management. Human Resource Planning 19 (2), 20-30. Hassan, A. (2002). Organizational justice as a determinant of organizational commitment and intention to leave. Asian Academy of Management Journal, 7(2), 55-66 Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic management journal, 195-204. Harrison, D. A., Johns, G., & Martocchio, J. J. (2000). Changes in technology, teamwork, and diversity: New directions for a new century of absenteeism research. In G. Ferris (Ed.), Research in personnel andhuman resources management (pp. 43-91). Greenwich, CT: JAi Press. Hartline, M. D., Maxham, J. G. III., & Mckee, D. O. (2000). Corridors of influence in the dissemination of customer-oriented strategy to customer contact service service employees. Journal of Marketing, 64, 35-50. Hayes, A. F. (2009). Beyond Baron and Kenny: Statistical mediation analysis in the new millennium. Communication Monographs, 76(July 2013), 408-420. http://doi.org/10.1080/03637750903310360. Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43( I), 115-135. Heskett, J L., Jones, T.O., Loveman, G.W., Sasser E.W Jr., & Schlesinger, L.A. (1994). Putting the service-profit chain to work.Harvard Business Review, 72 (March-April), 164-174. Heskett, J. L., Sasser, W. E., Jr., & Schlesinger, L. A. (1997). The service profit chain.New York: Free Press. Hitt, M. A., Beamish, P. W., Jackson, S. E., & Mathieu, J. E. (2007). Building theoretical and empirical bridges across levels: Multilevel research in management. The Academy of Management Journal, 50(6), 1385-1399. Hochschild, A. ( 1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press. Hoffman, D. K., Kelley, S. W. & Rotalsky, H. M. (1995). Tracking service failures and service employee recovery efforts.Journal of Services Marketing, 9(2), 49-61. Hogg, G., Carter, S., & Dunne, A. ( 1998). Investing in people: Internal marketing and corporate culture. Journal of Marketing Managemenl, 14(8), 879-895. Holmstrom, M. F. I. (2013). A manufacturer moving upstream: Triadic collaboration for service delivery. Supply Chain Management: An International Journal, 18(1), 21-33. Homans, G. C. (1958). Social behavior as exchange. American Journal of Sociology, 63, 597-606. Homans, G. C. (1961). Social behavior: Its elementary forms. New York: Harcourt Brace. Hon, A.H. Y. (2013). Does job creativity requirement improve service performance? A multilevel analysis of work stress and service environment. International Journal of Hospitality Management, 35, 161- 170. Hong, Y., et al. (2013). Missing link in the service chain: A Meta analytic review of the antecedents, consequences and moderators of service climate. Journal of Applied Psychology, 98(2), 237-267. Hudson, S. (2008). Tourism and hospitality marketing: a global perspective. Sage. Hunt, S.D., Arnett, D.B., & Sieg, R. (2006). The explanatory foundations of relationship marketing theory. Journal of Business & Industrial Marketing, 21(2), 72-87. Huang, Y.-T., & Rundle-Thiele, S. (2015). A holistic management tool for measuring internal marketing activities. Journal of Services Markeling, 29(617), 571-584. Hussien, M. I., El Aziz, R. A. (2013). Investigating e-banking service quality in one of Egypt's banks: A stakeholder analysis. The TQM Journal, 25(5), 557-576. Huseman, R. C., & Hatfield, J. D. (1990). Equity theory and the managerial matrix. Training & Development Journal, 44(4), 98-103. Hogg, G., Carter, S., & Dunne, A. (1998).Investing in people: Internal marketing and corporate culture. Journal of Marketing Management, 14(8), 879-895. Hyun-Woo Joung Ben K. Goh Lynn Huffman Jingxue Jessica Yuan James Surles, (2015), "lnvestigating relationships between internal marketing practices and employee organizational commitment in the foodservice industry", International Journal of Contemporary Hospitality Management, Vol. 27 lss 7 pp. 1618-1640. Jamaludin, Z. (2009). Perceived organizational justice and its impact to the development of commitments: A regression analysis. World Journal of Management, 1(1), 49-61. Joung, H. W., Goh, B. K., Huffman, L., Yuan, .J. J., & Surles, J. (2015). Investigating relationships between internal marketing practices and employee organizational commitment in the foodservice industry. International Journal of Contemporary Hospitality Management, 27(7), 1618-1640. Jingxue Jessica Yuan James Surles , (2015). Investigating relationships between internal marketing practices and employee organizationalcommitment in the foodservice industry.International Journal of Contemporary Hospitality Management, 27(7), 1618-1640. Jungert, T., Piroddi, B., & Thornberg, R. (2016). Early adolescents' motivations to defend victims in school bullying and their perceptions of student-teacher relationships: A self-determination theory approach. Journal of adolescence, 53, 75-90. Henseler, Ringle, C. M., & Rudolf R. Sinkovics. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20(2009), 177-191. http://doi.org/10.1016/0167-8116(92)90003-4 Ibrahim, H. I., & Zulkafli, A. H. (2016). An empirical inquiry into the relationship between corporate governance and human resource management. IIhaamie, A. G. A. (2010). Service quality in malaysian public service: Some findings. International Journal of Trade, Economics and Finance, 1(1). Iverson, R. D., & Buttigieg, D. M. (1999). Affective, normative, and continuance commitment: Can the 'right kind' of commitment be managed?. Journal of Management Studies, 6(3), 307. Iverson, R. D., & Roy, P. (1994). A causal model of behavioural commitment: Evidence from a study of Australian blue-collar service employees. Journal of Management, 20(1), 15-41 . Izard, C. E. (1977). Human emotions. New York: Plenum Press. Portal Rasmi Jabatan Perkhidmatan Awam (2017). http://www,jpa.gov.my James, B., DeConinck, Duane, P. & Bachmann (1994). Organizational commitment and turnover intentions of marketing managers, 10(3). Jena, L. K., Bhattacharyya, P., & Pradhan, S. (2017). Employee Engagement and Affective Organizational Commitment: Mediating Role of Employee Voice among Indian Service Sector Employees. SAGE, 21(4), 1-11. Jerome, L., & Kleiner, B. H. (1995). Employee morale and its impact on service: what companies do to create a positive service experience? Managing Service Quality: An International Journal, 5(6), 21-25. Johlke, M. C., Duhan, D. F., Howell, R. D., & Wilkes, R. W. (2001).An integrated model of sales managers' communication practices. Academy of Marketing Science Journal, 28(2), 263-277. John, E. E., Stephen, R. R. (2012). Service innovation in manufacturing. Journal of Service Management, 23(3), 440-454. Johnson, V., & Powell, W.W. (2015). Poisedness and propagation: Organizational emergence and the transformation of civic order in 19th-century New York City (No. w21011). National Bureau of Economic Research. Joiner, T. A., & Bakalis, S. (2006). The antecedents of organizational commitment: The case of Australian casual academics. International Journal of Educational Management, 20(6), 439-445. Joiner, T. A. (2007). Total quality management and performance: The role of organization support and co-worker support. International Journal of Quality & Reliability Management, 24(6), 617-627. Joseph, C., Amy, Y. C., Chan, Jane, B. (2001). Measuring emotional intelligence in adolescent. Individual Differences Personality and Journal, 31. Jou, J.Y., Chou, C.K., & Fu, F.L. (2008). Development of an instrument to measure internal marketing conceptJournal of Applied Management and Entrepreneurship, 13(3), 66-79. Judson, K.M., Gorchels, L., & Aurand, T.W. (2006). Building a university brand from within: a comparison of coaches' perspectives of internal branding. Journal of Marketing for Higher Education, 16(1), 97-114. Juliet, A. A. (2015). Intluence of internal marketing practices on organizational commitment of employees in selected engineering colleges around Chennai. International Journal of Applied Management & Business Utility, 3(1). Jungert, T. (2012). The meaning of support from co-workers and managers in teams when working. Linkoping University Electronic Press. Jusoh, A., Omain, S. Z., Majid, A. A., Som, M. H., & Shamsuddin, A. S. (2004). Service quality in higher education: Management student's perspective. Research Management centre, UiTM. Kandampully, J. (2002). lnnovation as the core competency of a service organisation: The role of technology, knowledge and networks. European Journal of Innovation Management, 5 (1), 18-26. Kanibir, H., Nart, S. (2012). The Effects of Internal Relationship Marketing on Superior Customer Relations as Competitive Performance: Evidence from Healthcare Industry. Social and Behavioral Sciences, 58(2012), 1378-1385. Karasa, A., Akinci, F., Esato Elu, A. E., Parsons, A. L., & Sarp, N. (2008). An Evaluation of the Opinions of Hospital Employees Regarding the Contirbution of Internal Marketing to the Application of Total Quality Management in Turkey. Health Marketing Quarterly, 24(3), 167-187. Karatepe, O. M. (2016). Does job embeddedness mediate the effects of coworker and family support on creative performance? An empirical study in the hotel industry. Journal of Human Resources in Hospitality & Tourism, 15(2), 119-1 32. Karatepe, O. M. (2012). Do job resources moderate the effect of emotional dissonance on burnout? A study in the city of Ankara, Turkey. International Journal of Contemporary Hospitality Management, 23(1), 44-65. Karin Falkenburg, Birgit Schyns, (2007) "Work satisfaction, organizational commitment and withdrawal behaviours", Management Research News, Vol. 30 Issue: 10, pp. 708-723 Kaur, G., Sharma, R. D., & Seli, N. (2009). Internal marketing practices in Indian banking: An empirical analysis. Managing Service Quality, 19(5), 595-627. Khalaf Ahmad, A. M. & Mohammad Al-Borie, H. (2012). Impact of internal marketing on affective job satisfaction and organizational commitment: A study of teaching hospitals in saudiarabia. Business and Management Research, 1(3). Khairulneezam Ahmad (2016). Buletin Johor. Kelley, H. H. (1968). Interpersonal accommodation. American Aychologist, 23, 399-410. Kelley, H. H., & Thibault, J. W. (1978). interpersonal relationships: A theory of interdependence. New York: John Wiley. Keep, E., Mayhem, K., SK OPE and McConsulting. (2002). Review of the Evidence on the Rate of Employers of lnvestment in Training and Employer Training Measures. SK OPE Research, Paper 32. Kim, W. G., Leong, J. K., & Lee, Y. K. (2005). Effect of service orientation on affective job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant. Ho5pitality Management, 24, 171-193. Kim, W. G., & Brymer, R. A. (2011). The effects of ethical leadership on manager job satisfaction, commitment, behavioral outcomes, and firm performance. International Journal of Hospitality Management, 30(4), 1020-1026. Kluger, A. N., & DeNisi, A. (1996). The effects of feedback interventions on performance: A historical review, a meta-analysis, and a preliminary feedback intervention theory. Kirkman, B., Chen, G., Farh, J., Chen, Z., & Lowe, K. (2009). Individual power distance orientation and follower reactions to transformational leaders: A crosslevel, cross-cultural examination. Academy of Management Journal, 52(4), 744-764. Kroth, M. (2007). Maslow-move aside! A heuristical motivation model for leaders in career and technical education. Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: The construct, research propositions, and managerial implications. Journal of Marketing, 54, 1-18. Korczynski, M. (2003). Communities of coping: Collective job labour in service work. 1O(1), 55-79. Korsgaard, M. A., Schweiger, D. M., & Sapienza, H. J. (1995). Building commitment, attachment, and trust in strategic decision-making teams: The role of procedural justice. Academy of Management journal, 38(1), 60-84. Korkosz, M. (201 I). Exploring a relationship between organisational communication and job satisfaction.A study of internal communication within Irish-owned Communication satisfaction and working relationship pharmaceutical contract packaging company Krejcie, R. V., & Morgan, D. W. (1970). Detennining sample size for research activities. EducPsychol Meas. Kreitner, R., &Kinicki, A. (2001).Organizational behaviour (5th ed.). New York: McGraw-Hill. Kram, K. E., & Cherniss, C. (2001). Developing emotional competence through relationships at work. The emotionally intelligent workplace: How to select for, measure, and improve emotional intelligence m individuals, groups, and organizations, 254-285. Krosnick, J. A. (1999). Survey research. Annu.Rev.Psychol, 50, 537-567. Kumar, M., Talib, S. A., &Ramayah, T. (2013). Business Research Methods: Oxford Fajar/Oxford University Press. Kotler, P., Annstrong, G., Saunders, J., & Wong, V. (2003). Principi di Marketing (Italian Translation of Principles of Marketing). ISEDE and Prentice Hall International. L. Di Matteo & Tom Barbiero, 2017. "Economic Growth and the Public Sector: A Comparison of Canada and ltaly, 1870a€ 2013," Working Papers 069, Ryerson University, Department of Economics Ladd, D., & Henry, R. A. (2000). Helping coworkers and helping the organization: The role of support perceptions, exchange ideology, and conscientiousness. Journal of Applied Social Psychology, 30(10), 2028-2049. Ladhari, R. (2009). A review of twenty years of SERVQUAL research.International Journal of Quality and Service Sciences, 1(2), 172-198. Ladhari, R. (2009). Service quality, affective job satisfaction, and behavioural intentions. Managing Service Quality: An International Journal, 19(3), 308 -331. Latifah, S. SAK., Mokhtar, A., & Arawati, A. (2000). On service improvement index: A case study of the public service sector. Total Quality Management, 11(4-6), 837-843. Latifah, S. SAK. (2001). Measuring the effectiveness of the implementation of total quality management programmes in the Malaysian public service sector. Unpublished Doctoral Thesis. Lambert, E. (2007). A test of a turnover intent model: The issue of correctional staff satisfaction and commitment. Criminal justice theory: Explaining the nature and behavior of criminal justice, 223-256. Lau, P. Y. Y., Tong, J. L. T., Lien, 8. Y. H., Hsu, Y. C., & Chong, C. L. (2017). Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics. Journal of Retailing and Consumer Services, Laurette Dube, Kalyani Menon, (2000) "Multiple roles of consumption emotions post-purchase satisfaction with extended service transactions", International Journal of Service Industry Management, Vol. 11 Issue: 3, pp.287-304, Lawler, E. J. (2001). An affect theory of social exchange. American Journal of Sociology, 107(2), 321-352. Lazarus, R. S. (1991). Emotion and adaptation. New York: Oxford University Press. Lee, C., & Chen, W.-J. (2005). The effects of internal marketing and organisational culture on knowledge management in the information technology industry. lnternationaUournal of Management, 22(4), 661-672. Lee, F. H., Lee, T. Z., & Wu, W. Y. (2010). The relationship between human resource management practices, business strategy and firm performance: evidence from steel industry in Taiwan. The International journal of human resource management, 21 (9), 1351-1372. Lee, N., & Cadogan, J. W. (2009). Sales force social exchange in problem resolution situations. Industrial Marketing Management, 38(3), 355-372. Lee, S. H., & Olshfski, D. (2002). Employee commitment and firefighters: It's my job. Public Administration Review, 62, 108-114 Leeuw, E. D. De, & Hox, J. J. (1988). The effects of response-stimulating factors on response rates and data quality in mail survey: A test of Dillman"s total design method. Journal of Official Statistics, 4(3), 241-249 Lewis, N. K., & Palmer, A. (2014).The effects of anticipatory emotions on service satisfaction and behavioral intention. Journal of Services Marketing, 28(6), 437-451. Lhuer,X., Olanrewaju, T., Yeon,H. (2015). What it takes to deliver breakthrough customer experiences. Liao, H., Joshi, A., & Chuang, A. (2004). Sticking out like a sore thumb: Service employee dissimilarity and deviance at work. Personnel Psycholop;y, 57, 969-1000. Liaw, Y. J., Chi, N. W., & Chuang, A. (2010). Examining the mechanisms linking transformational leadership, employee customer orientation, and service performance: The mediating roles of perceived supervisor and coworker support. Journal of Business and Psychology, 25(3), 4 77-492. Libai, Barak, Ruth Bolton, Marnix S. Buegel, Ko de Ruyter, Oliver Goetz, Hans Risselada, et al. (2013), "Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research," Journal of Service Research, 13 (3), 267-82 Lincoln, J. R., & Kalleberg, A. L. (1996). Commitment, quits, and work organization in Japanese and U.S. plants. Industrial and Labor Relations Review, 50(1), 39-59. Liden, R. C., Wayne, S. J., Kraimer, M. L., & Sparrowe, R. T. (2003). The dual commitments of contingent workers: An examination of contingents' commitment to the agency and the organization. Journal of Organizational Behavior, 24(5), 609-625. Liljander, V ., & Strandv ik, T. (1997). Emotion in service satisfaction.International Journal of Service Industry Management, 8(2), 148-169. Limpanitgul, T., Boonchoo, P., & Photiyarach, S. (2014). Coworker support and organizational commitment: A comparative study of Thai service employees working in Thai and American airlines. Journal of Ho~pitality and Tourism Management, 21, 100-107. Lin, S. C., & Lin, J. S. J. (2011). Impacts of coworkers' relationships on organizational commitment and intervening effects of affective job satisfaction African Journal of BusinessManagement, 5(8), 3396-3409. Lings, I. N. (2000). The impact of internal marketing practices on external market orientation and business performance: An empirical study of the UK retail market. Journal of Marketing Research, 30(4), 697-702. Lings, I. N. (2004). Jnternal marketing practices: Constructs and consequences. Journal of Business Research, 57(4), 405-413. Lings, I. N., & Greenley, G. (2005). Measuring internal marketing practices.Journal of Service Research, 7(3), 290-305. Lings, I. N., & Greenley, G. (2010). Internal marketing practices and market-oriented behaviors. Journal of Service Management, 21(3), 321-343. Lings, I. N. (2004).Internal marketing practices constructs market orientation. Journal of Business Research, 57, 405-413. Little, M. M., & Dean, A. M. (2006). Links between service climate, service employee commitment and service employees' service quality capability. Managing Service Quality, 16(5), 460-476. Lively, K. J. (2000). Reciprocal emotion management: Working together to maintain stratification in private law firms. Work and occupations, 27(1), 32-63. Lockwood, C. M., & MacKinnon, D. P. (1998). Bootstrapping the standard error of the mediated effect. In Proceedings of the 23rd annual meeting of SAS Users Group International (pp. 997- 1002). Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.122.5447&amp:rep=repl&type=pdf. Loveman G W (1998), "Employee Satisfaction, Customer Loyalty and Financial Performance: An Empirical Examination of the Service Profit Chain in Retail Banking", Journal of Service Research, Vol. 1, No. 1, pp. 18-31. MacKinnon, D. P., Lockwood, C. M., Hoffman, J. M., West, S. G., & Sheets, V. (2002). A comparison of methods to test mediation and other intervening variable effects. Psychological Methods, 7(1), 83-104. http://doi.org/10.1037/1082-989X.7.1.83. MacKinnon, David, P., Lockwood, C. M., & Williams, J. (2004). Comparison of approaches in estimating interaction and quadratic effects of latent variables. Multivariate Behavioral Research, 39(1), 37-67. http://doi.org/10.1207/s15327906mbr3901 . Mackinnon, D. P., Fairchild, A. J., & Fritz, M. S. (2007). Mediation Analysis. Annu Rev Aychology, 58, 593-615 MacDuffie, J.P. & Kochan, T.A. (1995), "Do US Firms Invest Less in Human Resources? Training in the World Auto Industry", Industrial Relations, 34(2): 147-68. MacStravic, R. S. (1985). Internal marketing for hospitals. Health Marketing Quarterly, 3(2-3), 47-54. Mann, R., & Kehoe, D. (1995). Factors affecting the implementation and success of TQM. International Journal of Quality & Reliability Management, 12(1 ), 11-23. Malcolm, W. (2000). Interpretivism and generalisation. Sociology, 34(2), 209-224. http://doi.org/10.1177/S003803850000014 Malhotra, N. K. (1999). Marke.ting research: An applied orientation. (W. Blake & Natalie Anderson, Eds.) (3rd ed.). Upper Saddle River, New Jersey: Prentice Hall International. Malhotra, N., & Mukherjee, A. (2004).The relative influence of organisational commitment and affective job satisfaction on service quality of customer-contact service employees in banking call centres. Journal o_f Services Marketing, 18(3), 162-174. Martelli, T. A., Waters, L. K ., & Martelli, J. (1989). The police stress survey: Reliability and relation to job satisfaction and organizational commitment. Psychological reports, 64(1), 267-273. Malinowski, B. (1922). Argonauts of the western Pac(ftc: An account of native enterprise and adventure in the archipel-agoes of Melansian New Guinea. London: Routledge. Malinowski, B. (1932). Crime and custom in savage society. London: Paul, Trench, Trubner. Marchalina, L., & Ahmad, H. (2017). The Effect of Communication on Employees' Commitment to Change in Malaysian Large Companies. Markov its, Y. (2011). Normative commitment and loyal boosterism: Does affective job satisfaction mediate this relationship? MJBES Transactions. 5(1), 73-89. Marsidi, A., & Latip, H. A. (2007).Faktor-faktor yang mempengaruhi komitmen pekerja di organisasi awam. Jurnal Kemanusiaan, 10.

Relationship between internal marketing practices, training, coworker support, emotional satisfaction and service employee commitment

Similar Items