過去，銀行的核心競爭力在於金融產品的投資與服務，而在歷經2008金融海嘯後，不僅扼殺投資大眾對投資產品的信心，更迫使銀行將核心競爭力移轉至服務上。標準化的服務可以經由標準服務流程或績效管理策略達成，然第一線服務人員如能自主的產生超越組織目標、超越顧客期望的服務行為，即為組織成為服務標竿之致勝關鍵。而此一核心競爭力是否會受組織催化、因成員個人與工作間契合的程度、或受成員個人對勞雇交換間之主觀認知影響，即為本研究所欲探討的主要目的。
　　本研究以榮獲遠見雜誌『2008年十大服務業評鑑』金融銀行第二名為個案公司，以第一線服務人員為隨機抽樣對象，透過SPSS統計軟體分析，探討組織之內部行銷、服務人員之個人與工作契合度及其心理契約滿足程度對服務導向組織公民行為之影響。最後根據研究發現與討論，提出本研究之結論與後續研究建議，以供企業經營參考。
　　研究結果顯示：（1）內部行銷對服務導向組織公民行為有部分正向影響。（2）個人與工作契合度對服務導向組織公民行為有正向影響。（3）內部行銷對心理契約滿足有正向影響。（4）個人與工作契合度對心理契約滿足有正向影響。（5）心理契約滿足對服務導向組織公民行為有正向影響。（6）內部行銷會透過心理契約滿足部份影響服務導向組織公民行為。（7）個人與工作契合度會透過心理契約滿足部份影響服務導向組織公民行為。

In the past, the leading investment financial products and services are the core competencies of the bank. After the financial tsunami of 2008, this financial disaster was not only reduced the investor confidence of the products, but also forced the banks to transfer their core competencies to services. As we know that standardized service can be achieved by performance management strategies. In this critical moment, however, it looked more important than ever to make the first line employees behave spontaneous beyond the goals of the organization and exceed the customer’s expectations. Therefore, this research used a sample of the bank which won the second in the “Top 10 Service Enterprises Appraisal in 2008” for the banking industry in Global Views Magazine to examine the roles of internal marketing, person-job fit and psychological contract fulfillment in service-oriented organizational citizenship behavior.
Analysis of the data obtained in this study are concluded as follows: (1)internal marketing has a partial positive impact on service-oriented organizational citizenship; (2)person-job fit has a positive impact on service-oriented organizational citizenship; (3)internal marketing has a positive impact on psychological contract fulfillment; (4)person-job fit has a positive impact on psychological contract fulfillment; (5)psychological contract fulfillment has a positive impact on service-oriented organizational citizenship; (6) internal marketing has an indirect partial positive prediction through the mediation effects of psychological contract fulfillment in service-oriented organizational citizenship; (7) person-job fit has an indirect partial positive prediction through the mediation effects of psychological contract fulfillment in service-oriented organizational citizenship.

一、中文部份
上海市城市金融學會（2008）。銀行核心競爭力透視。北京：中國金融。
王哲壕（2006）。不同工作職務的派遣員工對其雙重心理契約、知覺組織支持與組織承諾之影響。淡江大學企業管理學系碩士論文，未出版，台北。
朱敬先（1999）。教育心理學。台北：五南。
江明修（1999）。組織情感與心理契約的建立。教育研究，30，7-10。
行政院金融監督管理委員會（2011）。金融競爭力專區。2011年5月14日，取自http://www.fscey.gov.tw/Layout/main_ch/AllInOne_Show.aspx?path=2703&guid=4d91ff0c-aafb-466e-8235-ef74e1c4efd0&lang=zh-tw
余琛（2007）。心理契約履行和組織公民行為之間的關係研究。心理科學進展，30（2），458-461。
巫喜瑞（2001）。服務業內部行銷導向、組織支持、工作滿足與顧客導向間關係之研究―銀行業之例。國立中山大學企業管理學系研究所博士論文，未出版，高雄。
沈祐任（2008）。三種工作契合度對工作安全感、薪資滿意度及工作滿意度影響之研究。國立中山大學人力資源管理研究所碩士論文，未出版，高雄。
吳馥宏（2007）。銀行業內部行銷作為與員工顧客導向關係之研究。國立東華大學企業管理學系碩士論文，未出版，花蓮 。
邵長芝（2008）。個人與環境適配和組織公民行為之關係：情感性承諾的中介效果。國立臺灣科技大學企業管理系碩士論文，未出版，台北。
李彰耘（2009）。員工人力資源管理措施知覺對個人態度之影響研究-以個人組織配適、需要供給配適與需求能力配適為中介變數。國立中興大學企業管理學系碩士論文，未出版，台中。
林士峰（2002）。銀行業人力彈性運用與員工心理契約的關係及影響。國立中山大學人力資源管理研究所碩士論文，未出版，高雄。
林文政（2010）。從內部行銷談人力資源管理。2011年5月2日，取自http://media.career.com.tw/college/college_main.asp?CA_NO=334p024&INO=41
林宜貞（2009）。內部行銷、心理賦能對服務導向組織公民行為與工作投入的影響。國立臺灣海洋大學航運管理學系碩士論文，未出版，基隆。
林忠家（2005）。內部行銷知覺、工作滿足與服務導向組織公民行為關係之研究-以壽險業為例。真理大學管理科學研究所碩士論文，未出版，台北。
林洲安（2005）。心理契約、信任與組織公民行為關係之研究-以台灣流通業員工為例。國立中山大學人力資源管理研究所碩士論文，未出版，高雄。
林倩如（2010）。心理契約滿足、知覺組織支持、組織犬儒主義對服務導向組織公民行為影響之研究。國立臺灣師範大學科技應用與人力資源發展學系碩士論文，未出版，台北。
林淑姬（1992）。薪酬公平､程序公正與組織承諾､組織公民行為關係之研究。國立政治大學企業管理研究所博士論文，未出版，台北。
林惠彥（2004）。個人與環境適配對工作態度及行為之影響。國立台灣科技大學企業管理系碩士論文，未出版，台北。
林鉦棽（2003）。以組織承諾及工作滿足為實徵切入分析組織公民行為與員工工作考績之結構模式比較。人力資源管理學報，3（2），93-113。
倪家珍（2005）。員工性別與職業性別型態的一致性，對個人-組織契合度與個人-工作契合度影響之研究。中國文化大學國際企業管理研究所博士論文，未出版，台北。
康譽瓊（2001）。內部行銷作為、行為評估、工作滿足和顧客導向之研究―以證券營業員為例。國立中山大學企業管理學系研究所碩士論文，未出版，高雄。
張忠鳳、孟瑞省（2007）。淺談基於心理契約的人力資源管理。商業現代化，512，304-305。
張書榮（2006）。服務氣候、個人與工作配適與服務導向公民行為之關係研究。中國文化大學國際企業管理研究所碩士論文，未出版，台北。
張勝宏（2006）。個人工作契合度與組織公民行為關係之研究。中國文化大學國際企業管理研究所碩士論文，未出版，台北。
張雅婷（2007）。派遣員工組織公民行為決定因素的研究。國立中央大學人力資源管理研究所碩士論文，未出版，桃園。
張德儀與李欣怡（2008）。旅館業內部行銷對於服務導向組織公民行為之影響：以心理依附之觀點，觀光休閒學報，14（1），29-57。
張嘉娟（2004）。員工內部行銷知覺、企業文化差異知覺與組織承諾之關聯性研究-以集團企業子公司員工為研究對象。私立中原大學企業管理研究所碩士論文，未出版，桃園。
莊璦嘉（2003）。個人與工作適配以及個人與組織適配對工作行為之影響－以顧客服務人員為例。行政院國科會專案研究計畫成果報告（NSC91-2416-H-011-008-SSS）。台北：國立臺灣科技大學企業管理系。
莊璦嘉、林惠彥（2003，10月）。個人與主管適配、個人與工作適配、個人與群體適配、及個人與組織適配對員工工作態度和行為之影響。論文發表於私立輔仁大學舉辦之「第42屆中國心理學會年會」，台北。
莊璦嘉、林惠彥（2005）。個人與環境適配對工作態度與行為之影響。台灣管理學刊，5（1），123-148。
許道然（2002）。公部門組織信任與組織公民行為關係之研究。國立政治大學公共行政學系博士論文，未出版，台北。
郭生玉（2005）。心理與教育研究。台北：精華。
郭美香（2007）。會計人員心理契約對組織公民行為、工作績效與離職意圖之影響研究－以知覺組織支持為干擾變項。國立彰化師範大學商業教育學系碩士論文，未出版，彰化。
陳銘薰、方妙玲（2004）。心理契約違犯對員工工作作為之影響之研究－以高科技產業為例。輔仁管理評論，11（2），1-32。
黃天奇（2005）。心理契約滿足程度對員工行為表現影響之探討–以知識工作者為例。樹德科技大學資訊管理研究所碩士論文，未出版，高雄。
黃英忠（1997）。人力資源管理。台北：三民。
黃家齊（2003）。人力資源管理活動、雇用關係與員工反應之關聯性研究－心理契約觀點。管理學報，20（3），483－514。
黃鴻明（2006）。知覺組織支持對服務導向組織公民行為之影響--以台灣家樂福為例。私立真理大學管理科學研究所在職碩士專班碩士論文，未出版，台北。
楊能豐（2005）。心理契約違反與工作績效關係之研究–以永豐餘造紙股份有限公司為例。國立中山大學人力資源管理研究所碩士論文，未出版，高雄。
楊婉如（2008）。第一線服務人員幽默感、自尊、情緒勞動、工作倦怠與工作滿足之關聯性研究。私立龍華科技大學商學與管理研究所碩士論文，未出版，桃園。
楊雯惠（2006）。個人與團隊、工作、主管團隊層次多元適配對團隊公民行為的影響途徑。國立彰化師範大學人力資源管理研究所碩士論文，未出版，彰化。
楊嘉琪（2004）。內部行銷、員工信任與服務導向組織公民行為之研究。中國文化大學國際企業管理研究所碩士論文，未出版，台北。
萬榮水（2002）。公務人員期望「跨組織發展」生涯之勞雇心理契約意涵。研習論壇，19，29-34。
鄭燿男（2001）。國中小教師的組織公民行為及其影響因素之研究--學校組織公民行為模型初構。國立高雄師範大學教育學系博士論文，未出版，高雄。
葉穎蓉（2004）。由心理契約檢視員工工作身份對工作態度與行為的影響-以公部門的約聘人員為例。人力資源管理學報，4（4），105-129。
廖婉鈞（2006）。內部行銷對組織公民行為的影響。國立成功大學企業管理學系碩碩士班論文，未出版，台南。
裴善康（2005）。台商派外人力資源管理實務、組織公民行為、工作績效與離職傾向之研究-心理契約之中介效應。義守大學工業工程與管理學系碩士論文，未出版，高雄。
齊德彰（2004）。服務業內部行銷策略導向、工作滿足與工作績效之關係─臺灣國際觀光旅館為實證。國立台北大學企業管理學系博士論文，未出版，台北。
劉珮穎（2006）。組織溝通對員工變革認知與心契約影響之研究-以F 技術學院改名為科技大學過程為例。樹德科技大學經營管理研究所碩士班碩士論文，未出版，高雄。
劉鳳珍（2006）。快樂，比高薪更重要。天下雜誌，356，160-163。
蔡玉青（1999）。情緒勞務之負荷、因應策略、社會支持與情緒耗竭之相關研究~以休閒、旅館業為例。國立雲林科技大學企業管理技術研究所碩士論文，未出版，雲林 。
蔡如雯（2007）。情緒智力對組織公民行為與工作績效之關聯性探討－以圖書行銷通路從業人員為例。國立東華大學企業管理學系碩士論文，未出版，花蓮 。
蔡綺芬（2003）。台灣心理契約量表之建立。國立中央大學企業管理碩士論文，未出版，桃園。
鄭勝分（2001）。失落的連結－公部門績效評估與激勵制度之研究。研考雙月刊，25（5），86-97。
賴燕美（2006）。探討組織公平、內部行銷、心理契約、專業承諾對組織公民行為關聯性之研-以嘉義市警察局為例。南華大學管理科學研究所碩士論文，未出版，嘉義。
戴昌慶（2008）。內部行銷對組織公民行為的影響—以國內銀行為例。國立東華大學企業管理學系碩士論文，未出版，花蓮。
謝云嘉（2005）。個人與組織適配及個人與工作適配對工作行為之交互作用影響。國立台灣科技大學企業管理系碩士論文，未出版，台北。
顏仲倫（2008）。知覺組織支持對第一線員工服務導向組織公民行為、顧客知識之影響－以學習氣候為干擾變項。真理大學管理科學研究所碩士論文，未出版，台北。
顏綾婕（2006）。航空公司空服員對內部服務品質認知、心理契約與組織公民行為關係之研究。中國文化大學觀光休閒事業管理研究所碩士論文，未出版，台北。
魏金音（2005）。保險業務員之情緒勞務、心理契約與離職傾向之相關性研究。國立中正大學勞工研究所碩士論文，未出版，嘉義 。
嚴秀茹、林育理、戴淑賢（2004）。服務氣候對服務導向公民行為之影響歷程探討—心理授權與角色界定之中介模式。管理評論，23（1），25-48。

二、外文部份
Ahmed, P. K., Rafiq, M., & Saad, N. M. (2003). Internal marketing and the mediating role of organisational competencies. European Journal of Marketing, 37(9), 1221-1241.
Anderson, N., & Schalk, R. (1998). The psychological contract in retrospect and prospect. Journal of Organizational Behavior, 19, 637-647.
Arbeit, S. P., & Sasser, W. E. (1976). Selling Jobs in the Service Sector. Business Horizons, June, 61-65.
Argyris, C. (1960). Understanding organizational behavior. Homewood, IL: Dorsey Press.
Armstrong G., & Kolter, P. (1991). Principles of marketing (5th ed.). Englewood, NJ: Prentice-Hall.
Bak, C. A., Vogt, L. H., George, W. R., & Greentree I. R. (1994). Management by team: An innovative tool for running a service organization through internal marketing. Journal of Services Marketing, 8(1), 37-47.
Barnard, C. I. (1938). The Functions of the executive. Cambridge, MA: Harvard University.
Barnes, B. R., Fox, M. T., & Morris, D. S. (2004). Exploring the linkage between internal marketing, relationship marketing and service quality. Total Quality Management and Business Excellence, 15(5/6), 593-601.
Bateman, T. S., & Organ D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee citizenship. Academy of Management Journal, 26, 587-595.
Bell, S. J., Menguc, B., & Stefani, S. L. (2004). When customers disappoint: A model of relational internal marketing and customer complaints. Academy of Marketing Science, 32(2), 112-126.
Berry, L. L. (1981). The employee as customer. Journal of Retail Banking, 3, 25-28.
Bettencourt, L. A., & Brown S. (2003). Role stressors and customer-oriented boundary-spanning behaviors in service organizations. Journal of the Academy of Marketing Science, 31(4), 394-408.
Bettencourt, L. A., Meuter. M. L., & Gwinner, K. P. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(1), 29-41.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58(4), 95-106.
Blau, P. M. (1964). Exchange and power in social life. New York: John Wiley and Sons.
Bocchino, C., Hartman, B. & Foley, P. (2003). The relationship between person-organization congruence, perceived violations of the psychological contract, and occupational stress symptoms. Consulting Psychology Journal, 55, 203-214.
Borman, W. C., & Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance. In: Schmitt, N. and Borman, W. (Eds.), Personnel Selection in Organizations, 71-98, San Francisco, CA: Jossey-Bass.
Brief, A. P., & Motowidlo, S. J. (1986). Prosocial organizational behaviors. Academy of Management Review, 11(4), 710-725.
Brkich, M., Jeffs, D., & Carless. S. A. (2002). A global self-report measure of person-job fit. European Journal of Psychological Assessment, 18(1), 43-51.
Brooks, L. (1999). Organizational behavior. London: Pitman.
Cable, D. M., & DeRue, D. S. (2002). The convergent and discriminant validity of subjective fit perceptions. Journal of Applied Psychology, 87, 875-884.
Collins, B., & Payne A. (1991). Internal marketing: A new perspective for HRM. European Management Journal, 9(3), 261-270.
Conduit, J., & Mavondo, F. T. (2001). How critical is internal customer orientation to market orientation. Journal of Business Research, 51, 11-24.
Cooper, J., & Cronin, J. J. (2000). Internal marketing: A competitive strategy for the long-term care industry. Journal of Business Research, 48, 177-181.
Coyle-Shapiro, J. A., & Kessler, I. (2000). Consequences of the psychological contract for the employment relationship : a large scale survey. Journal of Management Studies, 37(7), 903-930.
Coyle-Shapiro, J. A., & Kessler, I. (2002). Contingent and non-contingent working in local government: Contrasting psychological contracts. Public Administration, 80(1), 77-101.
Coyle-Shapiro, J. A., & Conway, N. (2005). Exchange relationships: An examination of psychological contracts and perceived organizational support. Journal of Applied Psychology, 90(4), 774-781.
Cran, D. J. (1994). Towards validation of the service orientation construct. The Service Industries Journal, 14, 34-44.
Cropanzano, R., Rupp, D. E., & Byrne, Z. S. (2003). The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Journal of Applied Psychology, 88(1), 160-169.
Czepiel, J. A., Solomon, M. R., & Surprenant, C. F. (1985). The service encounter: Managing employee/customer interaction in service businesses. Lexington, MA: Lexington Books.
Dennis, B. A., Debra, A. L., & Charlie, M. (2002). Using job satisfaction and　pride as internal-marketing tools. Cornell Hotel and Restaurant Administration Quarterly, 43(2), 87.
Edwards, J. R.(1991).Person-job fit: A conceptual integration, literature review, and methodological critique. International Review of Industrial and Organization Psychology, 6, 283-357.
Epstein, S. (1983). The stability of confusion: A reply to Mischel and Peake. Psychological Review, 90, 179-184.
Foreman, S. K., & Money, A. H. (1995). Internal marketing: Concepts, measurement and application. Journal of Marketing Management, 11(8), 755-768.
George, W. R. (1977). The retailing of services- A challenging future. Journal of Retailing, 91, 85-98,
George, W. R. (1990). Internal marketing and organizational behavior: A partnership in developing customer-Conscious employees at every level. Journal of Business Research, 20(1), 63-70.
George, W. R., & Gronroos, C. (1989). Developing customer-concious employees at every level – Internal marketing. In A. C. Congram & M. L. Friedman (Eds.), Handbook of Services Marketing (pp. 29-37). New York: AMACOM.
Greene, W. E., Walls, G. D., & Schrest L. J. (1994). Internal marketing: The key to external marketing success. Journal of Services Marketing, 8(4), 5-13.
Gronroos, C. (1981). Internal marketing- An integral part of marketing theory. In J. H. Donnelly & W. E. George (Eds.), Marketing of Services (pp. 236-238). Chicago, IL: American Marketing Association.
Gronroos, C. (1990). Service management and marketing. MA: Lexington.
Gronroos, C. (1994). From marketing mix to relationship marketing: Towards paradigm shift in marketing. Management Decision, 32(2), 4-22.
Gronroos, C. (2000). Service Management and Marketing-A Customer Relationship Management Approach (2nd ed.). New York: Wiley.
Gummesson, E. (1992). Using internal marketing to develop a new culture: The case of Ericsson quality. Journal of Business and Industrial Marketing, 2(3), 23-28.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-174.
Hochschild, A. R. (1983). The managed heart. Berkely. CA: University of California Press.
Hogan, J. R., & Busch, C. M. (1984). How to measure service orientation. Journal of Applied Psychology, 69(1), 167-173.
Holland, John L. (1973). Applying an occupational classification to a representative sample of work histories. Journal of Applied Psychology, 58(1), 34-41.
Homans, G. G. (1958). Social behavior as exchange. The American Journal of Sociology, 63(6), 597-606.
Hui, C., Lee, C., & Rousseau, D.M. (2004). Psychological contract and organizational citizenship behavior in China: investigating generalizability and instrumentality. Journal of Applied Psychology, 89(2), 311-21.
Hwang, I. S., & Chi, D. J. (2005). Relationships among internal marketing, employee job satisfaction and international hotel performance: An empirical study. International Journal of Management, 22(2), 258-233.
Janssens, M., Sels, L., & Van den Brande, I. (2004). Assessing the nature of psychological contract: a validation of six dimensions. Journal of Organizational Behavior, 25, 461-488.
Johnson, E. M., & Seymour, T. D. (1985). The impact of cross selling on the service encounter in retail banking. In A. C. John, R. S. Michael & S. Carol (Eds.), The service encounter: Managing employee/customer interaction in service business (pp. 225-239). Lexington, MA: Lexington Books.
Johnson, E. M., Scheuing, E. E., & K. A. Gaida. (1986). Profitable services marketing. Homewood, IL: Dow-Jones Irwin.
Johnson, J. L., & O’Leary-Kelly, A. M. (2003). The effects of psychological contract breach and organizational cynicism: Not all social exchange violations are created equal. Journal of organizational Behavior, 24, 627-647.
Joseph, W. B. (1996). Internal marketing builds service quality. Journal of Health Care Marketing, 16(1), 54-59.
Katz, D. (1964). The motivational basis of organizational behavior. Behavioral Science, 9, 131-133.
Katz, D., & Kahn, R. L. (1978). The Social Psychology of organizations(2nd ed.). New York: Wiley.
Keith, D., & John, W. N. (1997). Organizational Behavior:human behavior at work. New York: Lavoisier.
Kolenko, T. A., & Aldag, R. J. (1989). Congruence perceptions and managerial career / work outcomes: An exploratory analysis. Paper presented at the meeting of the National Academy of Management, Washinton, DC.
Konovsky, M. A., & S. D. Pugh. (1994). Citizenship behavior and social exchange. Academy of Management Journal, 37(3), 155-169.
Kotler, P. (1972). A generic concept of marketing. Journal of Marketing, 36, 346-354.
Kotler, P. (1991). Marketing management: Analysis, planning and control (7th ed.). Prentice Hall, Englewood Cliffs, NJ.
Kotler, P., & Scheff J. A. (1998). Standing Room Only. New York: Wiley.
Koys, D. J. (2001). The effects of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study. Personnel Psychology, 54(1), 101-115.
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30(3),607-610.
Lambert, S. (2000). Added benefits: The link between work-life benefits and organizational citizenship behavior. Academy of Management Jorunal, 43(5), 801-815.
Lester, S. W., & Kickul, J. (2001). Psychological Contracts in the 21st Century : What Employees Value Most and How Well Organizations Are Responding to These Expectations. Human Resource Planning, 24(1), 10-21.
Levinson, H. M. (1962). Management and mentahealth. Cambridge, MA: Harvard Unversity Press.
Lewin, K. (1935). A dynamic theory of personality. New York: McGraw-Hill Book Company.
Lings, I. N. (2000). Internal marketing and supply chain management. Journal of Services Marketing, 14(1), 27-43.
MacNeil, I. R. (1985). Relational contract: What we do and not know. Wisconsin Law Review, 3, 483-525.
Maurer, T., Pierce, H., & Shore, L. (2002). Perceived beneficiary of employee development activity: A three-dimensional social exchange model. Academy of management Review, 27(3), 432-444.
Mcdonald, S. D., & Makin, T. P. (1999). The psychological contract, organizational commitment and job satisfaction of temporary staff. Leadership & Organization Development Journal, 21, 84-91.
McFarlane Shore, L., & Tetrick, L.E. (1994). The psychological contract as an explanatory framework in the employment relationship. Trends in Organizational Behavior, 1, 91-109.
Mischel, W. (1980). Introduction to Personality: A new look (4th ed.). New York: Holt, Rinehart & Winston.
Moorhead, G., & Griffin, R. W. (1998). Organizational Behavior: Managing People and Organizations(8th ed.). New York: Houghton Mifflin.
Morrison, E. W. (1996). Organizational citizenship behavior as a critical link between HRM practices and service quality. Human Resource Management, 35, 493-512.
Muchinsky, P. M., & Monahan, C. J. (1987). What is person-environment congruence? Supplementary versus complementary models of fit. Journal of Vocational Behavior, 31, 268-277.
Neil C., & Rob B. B. (2005). Understanding psychological contracts at work: A critical evaluation of theory and research. Oxford University Press.
Newton, S. K., Blanton, J. E., Will, R. (2008). Innovative work and citizenship behaviors from Information technology professionals: Effects of their psychological contract. Information Resources Management Journal, 21(4), 27-48.
Northcraft, G. B., & Neale, M. A. (1994). Organizational behavior- A management challenge(2nd ed.). The Dryden Press.
Nunnally, Jim C. (1978). Psychometric theory(2nd ed.). New York：McGraw-Hill.
Organ, D. (1988). A restatement of the satisfaction-performance hypothesis. Journal of Management, 14, 547-557.
Organ, D. (1988). Organizational citizenship behavior: The good soldier syndrome. New York: Lexington Books.
Organ, D. (1990). The Motivational Basis of Organizational Citizenship Behavior. Research in Organizational Behavior, 12, 43-72.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL : A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Peter, F. D. (1985). Innovation and entrepreneurship: Practice and principles. New York: Harper & Row.
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.
Podsakoff, P. M., Ahearne, M., & MacKenzie, S. B. (1997), Organizational citizenship behavior and the quantity and quality of work group performance. Journal of Applied Psychology, 82, 262-270.
Rafaeli, A. (1989). When cashiers meet customers: An analysis of the role of supermarket cashiers. Academy of Management Journal, 32(2), 245-273.
Rafaeli, A., & Sutton, R.I. (1989). The expression of emotion in organizational life. Research in Organizational Behavior, 11,1-42.
Rafiq, M., & Ahmed, P. K. (1993). The scope of internal marketing: Defining the boundary between marketing and human resource management. Journal of Marketing Management, 9, 3-31; 219-232.
Rafiq, M., & Ahmed, P. K. (2003). Internal marketing issues and challenges. European Journal of Marketing, 37(9), 1177.
Raja, U., John, G., & Natalianis, F. (2004). The impact of personality on psychological contracts. Academy of Management Journal, 47, 350-367.
Reardon, K. K., & Enis, B. (1990). Establishing a companywide customer orientation through persuasive internal marketing. Management Communication Quarterly, 3(3), 376-387.
Rice, F. (1990). How to deal with tougher customers. Fortune, 3, 38-48.
Robinson, S. L., & Rousseau, D. M. (1994). Violating the psychological contract : not the exception but the norm. Journal of Organizational Behavior, 15(3), 245-259.
Robinson, S. L., & Morrison E. W. (1995). Psychological contracts and OCB: the effect of unfulfilled obligations on civic virtue behavior. Journal of Organizational Behavior, 16, 289-298.
Robinson, S. L., (1996). Trust and breach of the psychological contract. Administrative Science Quarterly, 41(4), 574-599.
Rousseau, D. M. (1989). Psychological and implied contracts in organizations. Employee Responsibilities and Rights Journal, 2(2), 121-139.
Rousseau, D. M. (1990). New hire perceptions of their own and their emploer's obligations: A study of psychological contracts. Journal of Organizational Behavior, 11(5), 389-400.
Rousseau, D. M. (1995). Psychological contracts in organizations: Understanding written and unwritten agreements. Newbury Park, CA: Sage.
Rousseau, D. M., & Schalk, R. (2000). Psychological contracts in employment: cross-national perspectives. Newbury Park, CA: Stage.
Rousseau, D. M., & Tijoriwala, S. A. (1998). Assessing psychological contracts: Issues, alternatives and measures. Journal of Organizational Behavior, 19, 679-695.
Rousseau, D. M., & McLean Parks, J. (1993). The contracts of individuals in organizations. Research in Organizational Behavior, 15, 1-43.
Schein, E. H. (1965). Organizational Psychology. Englewood Cliffs, New Jersey: Prentice Hall.
Schein, E. H. (1980). Organizational psychology. Prentice-Hall , Englewood Cliffs, NJ.
Schneider, B., & Bowen, D. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70(3), 423-433.
Schneider, B., & Bowen, D. (1993). The service organization: human resources management is crucial. Organizational Dynamics, 21(4), 39-52.
Scroggins, W.A. (2003). Selection, meaningful work, and employee retention: A self-concept based approach to person-job fit. Dissertation Abstracts International.
Scroggins, W.A., & Benson, P. G. (2007). Self-concept-job fit: Expanding the person-job fit construct and implications for retention management. In D. J. Svyantek & E. McChrystal (Eds.), Refining familiar constructs: Alternative views in OB, HR, and I/O (pp. 209-229). Charlotte, NC: Information Age.
Sheila, S. W., & Richard, J. K. (2004). Client-project manager en-gagements, trust, and loyalty. Journal of Organizational Behavior, 25(8), 997-1013.
Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68(4), 653-663.
Smithson, J., & Lewis, S. (2003). The Psychological Contract. A Sloan Work and Family Encyclopedia Entry.
Stafford, M. R. (1994). How customer perceive service quality. Journal of Retail Banking, 17(2), 29-37.
Stafford, M. R. (1996). Demographic discriminators of service quality in the banking industry. Journal of Service Marketing, 10(4), 6-22.
Sylvie Guerrero, Olivier Herrbach. (2008).The affective underpinnings of psychological contract fulfilment. Journal of Managerial Psychology, 23(1), 4-17.
Tansuhaj, P. S., Randall, D., & McCullough, J. (1988). A Service Marketing management model: Integrating Internal and External marketing Functions. The Journal of Service Marketing, 2(1), 31-38.
Tekleab, A. G., Takeuchi, R., & Taylor, M. S. (2005). Extending the chain of relationships among organizational justice, social exchange, and employee reactions: The role of contract violations. Academy of Management Journal, 48(1), 146-157.
Tepper, B. J., Lockhart, D., & Hoobler, J. (2001). Justice, citizenship, and role definition effects. Journal of Applied Psychology, 86, 789-796.
Thomas, D. R. E. (1978). Strategy is different in service businesses. Harvard Business Review, 56(4), 158-165.
Turnley, W.H., Bolino, M.C., Lester, S.W., & Bloodgood J.M. (2003). The impact of psychological contract fulfillment on the performance of in-role and organizational citizenship behaviors. Journal of Management, 29(2), 187-206.
Van Dyne, L., Graham, J.W., & Dienesch, R.M. (1994). Organizational citizenship behavior : Construct redefinition, measurement, and validation. Academy of management Journal, 37(4), 765-802.
Varey, R. J. (1995). Internal marketing: A review and some interdisciplinary research challenges. International Journal of Service Industry Management, 14(1), 40-63.
Winter, J. P. (1985). Getting your house in order with internal marketing: A marketing prerequisite. Health Marketing Quarterly, 3(1), 69-77.