نقش بازاریابی داخلی در ارتقای رفتار مشتری‌مداری با تبیین نقش میانجی رفتارهای هیجانی (مورد مطالعه: مهمانداران خطوط هوایی بین‌الملل)

 

Adelmann, P. k (1989). Emotional Labor and Employee Well Being (Unpublished Doctoral Dissertation). University of Michigan.

Ashforth, B.E. & Humphrey, R.N. (1993). Emotional labor in service roles: the influence of identity. Academy of Management Review, 18(1), 88-115.

Awwad, M.S. & Agti, D.AM. (2011). The impact of internal marketing on commercial banks' market orientation. International Journal of Bank Marketing, 29(4), 308-332.

Boukis, A., Kaminakis, K., Siampos, A. & Kostopoulos, L. (2015) Linking internal marketing with customer outcomes. Marketing Intelligence & Planning, 33(3), 394-413.

Broheridge, C.M. & Grandey, A.A. (2002). Emotional labour and burnout: comparing two perspectives of “people-work. Journal of Vocational Behavior, 60(1), 17-39.

Brown, T.F., Mowen, J.C., Donavan, D.T. & Licata, J.W. (2002). The Customer orientation of service workers: personality trait effects on self and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.

Chao, C.C., Chen, H.T. & Yeh, T.L. (2015). A comprehensive relationship marketing model between airlines and travel agencies: The case of Taiwan. Journal of Air Transport Management, 47(1), 20-31.

Chen, C.F. & Kao, Y.L. (2011). The antecedents and consequences of job stress of flight attendants: evidence from Taiwan. Journal of Air Transport Management, 17(1), 253-255.

Chiu, S.C., Liu, C.H. & Tu, J.H. (2016). The influence of tourists' expectations on purchase intention: Linking marketing strategy for low-cost airlines. Journal of Air Transport Management, 53(1), 226-243.

Chow, C.W.C., Lai, J.Y.M. & Loi, R. (2015). Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation. Tourism Management, 48(1), 362-369.

Conduit, J. & Mavondo, F.T. (2001). How critical is internal customer orientation to market orientation? Journal of Business Research, 51(1), 11-24.

Feiz, D; Dehghani Soltani, M. & Farsizadeh, H. (2019). The effect of knowledge sharing on the psychological empowerment in higher education mediated by organizational memory. Studies in Higher Education, 44(1), 3-19.

Fu, Y.K. (2013). The influence of internal marketing by airlines on customer-oriented behavior: A test of the mediating effect of emotional labor. Journal of Air Transport Management, 32(1), 49-57.

Gounaris, S.P. (2006). Internal market orientation and its measurement. Journal of Business Research, 59(1), 432-448.

Grandey, A.A. (2000). Emotional regulation in the workplace: a new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 6(1), 95-110.

Grandey, A.A. (2003). When the show must go on: surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46(1), 86-96.

Harris, L.C. & Ogbonna, E. (2000). The responses of front line employees to market oriented culture change. European Journal of Marketing, 34(3/4), 318-340.

Hartline, M.D., Maxham III, J.G. & McKee, D.O. (2000). Corridors of influence in the dissemination of customer-orientation strategy to customer contact service employees. Journal of Marketing, 60(4), 35-50.

Hofmann, V. & Stokburger-Sauer, N.E. (2017). The impact of emotional labor on employees’ work-life balance perception and commitment: A study in the hospitality industry. International Journal of Hospitality Management, 65, 47-58. 

Hsiao, F.F. (1997). Internal Marketing. Common Wealth Publishing Inc, Taipei.

Huang, Y.T. & Rundle-Thiele, S. (2015). A holistic management tool for measuring internal marketing activities. Journal of Services Marketing, 29(6/7), 571-584.

Huang, Y.T. & Rundle-Thiele, S. (2015). The moderating effect of cultural congruence on the internal marketing practice and employee satisfaction relationship: An empirical examination of Australian and Taiwanese born tourism employees. Tourism Management, 42, 196-206.

Jung, H.S. & Yoon, H.H. (2014). "Moderating role of hotel employees’ gender and job position on the relationship between emotional intelligence and emotional labor. International Journal of Hospitality Management, 43(1), 47-52.

Kadik-Maglajlic, S., Boso, N. & Micevski, M. (2018). How internal marketing drive customer satisfaction in matured and maturing European markets? Journal of Business Research, 86, 291-299.

Kim, H.J. (2008). Hotel service providers’ emotional labor: the antecedents and effects on burnout. International Journal of Hospitality Management, 27(1), 151-161.

Kim, J., Song, H.J. & Lee, C.K. (2016). Effects of corporate social responsibility and internal marketing on organizational commitment and turnover intentions. International Journal of Hospitality Management, 55(1), 25-32.

Kotler, P. & Armstrong, G. (2012). Principles of Marketing, 12th ed. Prentice Hall, Englewood Cliffs, New Jersey.

Lee, J., Ok, C.M. & Hwang, J. (2016). An emotional labor perspective on the relationship between customer orientation and job satisfaction. International Journal of Hospitality Management, 54(1), 139-150.

Lings, I.N. (2004). Internal market orientation: construct and consequences. Journal of Business Research, 57(1), 405-413.

Lusier, B. & Hartmann, N. (2016). How psychological resourcefulness increases salesperson's sales performance and the satisfaction of their customers: Exploring the mediating role of customer-oriented behaviors. Industrial Marketing Management, 2(1), 12-34.

Morris, J.A. & Feldman, D.C. (1996). The dimensions, antecedents and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010.

Morris, J.A. & Feldman, D.C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9(3), 257-274.

Narten, B. (2012). Internal marketing and employee commitment: Evidence from the Ghanaian banking industry. Journal of Financial Services Marketing, 17, 284-300.

Naring, G., Briet, M. & Brouwers, A. (2006). Beyond demand-control: emotional labour and symptoms of burnout in teachers. Work & Stress: An International Journal of Work, Health & Organisations, 20(4), 303-315.

Ng, S.I., Sambasivan, M. & Zubaidah, S. (2011). Antecedents and outcomes of job satisfaction. Journal of Air Transport Management, 17(1), 309-313.

Paul, J. & Sahadev, S. (2018). Service failure and problems: Internal marketing solutions for facing the future. Journal of Retiling and Customer Services, 40, 304-311.

Siguaw, J.A., Brown, G., Widing, R.E. (1994). The influence of the market orientation of the firm of sales force behavior and attitudes. Journal of Marketing Research, 31(1), 106-116.

To, W.M., Jr, E.F.M. & Yu, T.W. (2015). Effect of management commitment to internal marketing on employee work attitude. International Journal of Hospitality Management, 45(1), 14-21. 

Williams, C. (2003). Sky service: the demands of emotional labour in the airline industry. Gender, Work and Organization, 10(1), 513-550.

Zhang, Y. & Round, D. (2011). Price wars and price collusion in China's airline markets. International Journal of Industrial Organization, 29(4), 361-372.