Almutawa, Zeyad H.; Muenjohn, Nuttawuth; Zhang, Jiaying - In: International Journal of Quality & Reliability Management 35 (2018) 3, pp. 656-677
Purpose: Service quality (SQ) is considered an organizational performance indicator that largely depends on employees’ attitudes and behaviors. Therefore, the purpose of this paper is to examine the mediating effect of employees’ citizenship behavior (OCB) on the relationship between...