How to cite this paper
Kamiab, Z & Singaravelloo, K. (2018). The interaction of employee personal values and ability with service quality of commercial banks.Management Science Letters , 8(8), 859-872.
Refrences
Abdullah, F., Suhaimi, R., Saban, G., & Hamali, J. (2011). Bank service quality (BSQ) index: an indi-cator of service performance. International Journal of Quality & Reliability Management, 28(5), 542-555.
Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' finan-cial performance and the mediating role of customer satisfaction. Marketing Intelligence & Plan-ning, 24(2), 127-147.
Albrecht, K., & Zemke, R. (1985). Service America: doing business in the new economy. Dow Jones-Irwin, Homewood, IL.
Allen, M. W. (2001). A practical method for uncovering the direct and indirect relationships between human values and consumer purchases. Journal of Consumer Marketing, 18(2), 102-120.
Allen, M. W., & Hung Ng, S. (2003). Human values, utilitarian benefits and identification: The case of meat. European Journal of Social Psychology, 33(1), 37-56.
Badovick, G. J., & Beatty, S. E. (1987). Shared organizational values: Measurement and impact upon strategic marketing implementation. Journal of the academy of marketing science, 15(1), 19-26.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International journal of bank marketing, 18(2), 84-91.
Bank Negara Malaysia (2014). BNM Annual Report. B. K. Lumpur. BNM: Kuala Lumpur.
Bardi, A., Calogero, R. M., & Mullen, B. (2008). A new archival approach to the study of values and value--behavior relations: validation of the value lexicon. Journal of Applied Psychology, 93(3), 483.
Bardi, A., & Schwartz, S. H. (2003). Values and behavior: Strength and structure of rela-tions. Personality and social psychology bulletin, 29(10), 1207-1220.
Bernat, P. (2012). Sustainable development and the values we share - Sustainability as the confluence of Islamic and Western frameworks. Problemy ekorozwoju 7(1), 33-41.
Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). Improving service quality in America: lessons learned. The Academy of Management Executive, 8(2), 32-45.
Berry, L. L., Zeithaml, V. A., & Parasuraman, A. (1990). Five imperatives for improving service quali-ty. MIT Sloan Management Review, 31(4), 29.
Bilsky, W., & Schwartz, S.H. (1994). Values and personality. European Journal of Personality 8(3), 163-181.
Bolino, M. C., Varela, J. A., Bande, B., & Turnley, W. H. (2006). The impact of impression‐management tactics on supervisor ratings of organizational citizenship behavior. Journal of organiza-tional behavior, 27(3), 281-297.
Borman, W. C., & Motowidlo, S. M. (1993). Expanding the criterion domain to include elements of contextual performance. Personnel Selection in Organizations; San Francisco: Jossey-Bass, 71-98.
Burke, M. J., Finkelstein, L. M., & Dusig, M. S. (1999). On average deviation indices for estimating in-terrater agreement. Organizational Research Methods, 2(1), 49-68.
Cantor, N., & Mischel, W. (1979). Prototypicality and personality: Effects on free recall and personality impressions. Journal of Research in Personality, 13(2), 187-205.
Chen, M. C., Cheng, S. J., & Hwang, Y. (2005). An empirical investigation of the relationship between intellectual capital and firms’ market value and financial performance. Journal of intellectual capi-tal, 6(2), 159-176.
Chen, S. H. (2009). Establishment of a performance-evaluation model for service quality in the banking industry. The Service Industries Journal, 29(2), 235-247.
Chen, T. Y. (1999). Critical success factors for various strategies in the banking industry. International Journal of Bank Marketing, 17(2), 83-92.
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern meth-ods for business research, 295(2), 295-336.
Chin, W. W. (2001). PLS-Graph user’s guide. CT Bauer College of Business, University of Houston, USA.
Chiu, G. N., Bally, M. B., & Mayer, L. D. (2002). Effects of phosphatidylserine on membrane incorpo-ration and surface protection properties of exchangeable poly (ethylene glycol)-conjugated li-pids. Biochimica et Biophysica Acta (BBA)-Biomembranes, 1560(1), 37-50.
Hemingway, C. A., & Maclagan, P. W. (2004). Managers' personal values as drivers of corporate social responsibility. Journal of Business Ethics, 50(1), 33-44.
Clary, E. G., Snyder, M. (1991). A functional analysis of altruism and prosocial behavior: the case of volunteerism. Newbury Park, CA, Sage Publications.
Clutterbuck, D. (1988). Developing customer care training programmes. Industrial and Commercial Training, 20(6), 11-14.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 56(3), 55-68.
Mavridis, D. G. (2004). The intellectual capital performance of the Japanese banking sector. Journal of Intellectual capital, 5(1), 92-115.
Firnstahl, T. W. (1989). My employees are my service guarantee. Harvard Business Review, 67(4), 28-38.
Gefen, D., Straub, D., & Boudreau, M. C. (2000). Structural equation modeling and regression: Guide-lines for research practice. Communications of the association for information systems, 4(1), 7.
Gollan, T., & Witte, E. H. (2014). From the interindividual to the intraindividual level: Is the circum-plex model of values applicable to intraindividual value profiles?. Journal of Cross-Cultural Psy-chology, 45(3), 452-467.
Gould, R., J. Ilmarinen, Järvisalo, J., & Koskinen, S. (2008). Dimension of work ability: results of the Health 2000 Survey. Helsinki: Finnish Institute of Occupational Health.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares struc-tural equation modeling (PLS-SEM). Sage Publications.
Ilmarinen, J. (2009). Work ability—a comprehensive concept for occupational health research and prevention. Scandinavian journal of work, environment & health, 35(1), 1-5.
Julian, C. C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a retail bank′ s services. International Journal of Retail & Distribution Management, 22(5), 29-34.
Kabanoff, B., & Daly, J. (2000). Values espoused by Australian and US organisations. Applied Psy-chology, 49(2), 284-314.
Kahle, L. R., Beatty, S. E., & Homer, P. (1986). Alternative measurement approaches to consumer val-ues: the list of values (LOV) and values and life style (VALS). Journal of consumer research, 13(3), 405-409.
Kamakura, W. A., & Novak, T. P. (1992). Value-system segmentation: Exploring the meaning of LOV. Journal of consumer research, 19(1), 119-132.
Klein, K. J., Dansereau, F., & Hall, R. J. (1994). Levels issues in theory development, data collection, and analysis. Academy of Management review, 19(2), 195-229.
Liu, Y., & Cohen, A. (2010). Values, commitment, and OCB among Chinese employees. International Journal of Intercultural Relations, 34(5), 493-506.
Lovelock, C., & Wright, L. (2001). Principles of service marketing and management. Prentice Hall.
Meglino, B. M., & Korsgaard, A. (2004). Considering rational self-interest as a disposition: organiza-tional implications of other orientation. Journal of Applied Psychology, 89(6), 946.
MIDA (2010). Malaysian’s Automotive Industry Business Opportunities.
Moorman, R. H. (1991). Relationship between organizational justice and organizational citizenship be-haviors: Do fairness perceptions influence employee citizenship?. Journal of applied psycholo-gy, 76(6), 845.
Organ, D. W. (1997). Organizational citizenship behavior: It's construct clean-up time. Human perfor-mance, 10(2), 85-97.
Organ, D. W., & Konovsky, M. (1989). Cognitive versus affective determinants of organizational citi-zenship behavior. Journal of applied psychology, 74(1), 157.
Organ, D. W., & Ryan, K. (1995). A meta‐analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel psychology, 48(4), 775-802.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
Park, H. J., Mitsuhashi, H., Fey, C. F., & Björkman, I. (2003). The effect of human resource manage-ment practices on Japanese MNC subsidiary performance: a partial mediating model. The Interna-tional Journal of Human Resource Management, 14(8), 1391-1406.
Parks, L., & Guay, R. P. (2012). Can personal values predict performance? Evidence in an academic setting. Applied psychology, 61(1), 149-173.
Penner, L. A., Midili, A. R., & Kegelmeyer, J. (1997). Beyond job attitudes: A personality and social psychology perspective on the causes of organizational citizenship behavior. Human Perfor-mance, 10(2), 111-131.
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior research methods, instruments, & computers, 36(4), 717-731.
Rioux, S. M., & Penner, L. A. (2001). The causes of organizational citizenship behavior: a motivational analysis. Journal of applied Psychology, 86(6), 1306.
Rokeach, M. (1968). Beliefs, attitudes and values: A theory of organization and change.
Rokeach, M. (1973). The nature of human values. New York, Free Press.
Rokeach, M. (1979). Understanding Human Values. Free Press. New York, NY.
Ros, M., Schwartz, S. H., & Surkiss, S. (1999). Basic individual values, work values, and the meaning of work. Applied psychology, 48(1), 49-71.
Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of applied Psychology, 90(6), 1217.
Salas, E., & Fogli, L. (2006). Customer service delivery: Research and best practices. John Wiley & Sons.
Saris, W. E., Knoppen, D., & Schwartz, S.H. (2013). Operationalizing the theory of human values: Balancing homogeneity of reflective items and theoretical coverage. Survey Research Methods, 7(1), 29-44.
Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of applied Psychology, 83(2), 150.
Schwartz, S. H. (1992). Universals in the content and structure of values: Theory and empirical tests in 20 countries. Advances in experimental social psychology, 25, 1-65.
Schwartz, S. H. (1994). Are there universal aspects in the structure and contents of human val-ues?. Journal of social issues, 50(4), 19-45.
Schwartz, S. H. (2005). Basic human values: Their content and structure across countries. Petrópolis, Brazil: Vozes, A. Tamayo & J. B. Porto.
Schwartz, S. H. (2005). Robustness and fruitfulness of a theory of universals in individual human values. E. U. d. Brasilia. Brasilia, Brazil, A. Tamayo & J. Porto: 56-95.
Schwartz, S. H. (2006). A Theory of Cultural Value Orientations: Explication and Applications. Comparative Sociology 5(2), 137 – 182.
Schwartz, S. H. (2011). Studying values: Personal adventure, future directions. Journal of Cross-Cultural Psychology, 42(2), 307-319.
Schwartz, S. H., & Bardi, A. (2001). Value hierarchies across cultures: Taking a similarities perspec-tive. Journal of cross-cultural psychology, 32(3), 268-290.
Schwartz, S. H., & Bilsky, W. (1990). Toward a theory of the universal content and structure of values: Extensions and cross-cultural replications. Journal of personality and social psychology, 58(5), 878.
Schwartz, S. H., & Boehnke, K. (2004). Evaluating the structure of human values with confirmatory factor analysis. Journal of research in personality, 38(3), 230-255.
Schwartz, S. H., & Sagiv, L. (1995). Identifying culture-specifics in the content and structure of val-ues. Journal of cross-cultural psychology, 26(1), 92-116.
Sagiv, L., & Schwartz, S. H. (2000). Value priorities and subjective well-being: Direct relations and congruity effects. European journal of social psychology, 30(2), 177-198.
Scott, W. R., & Davis, G.F. (2015). Organizations and organizing: Rational, natural and open systems perspectives, Routledge.
Shapiro, J., Shore, L. M., Taylor, S., & Tetrick, L. E. (2004). The Employment Relationship; Examining Psychological and Contextual Perspectives. Oxford University Press, Oxford.
Sobel, M. E. (1982). Asymptotic confidence intervals for indirect effects in structural equation mod-els. Sociological methodology, 13, 290-312.
Ståhl, C. (2010). In cooperation we trust: interorganizational cooperation in return-to-work and labour market reintegration. Doctoral thesis, Linköping University, Faculty of Health Sciences.
Sufian, F., & Shah Habibullah, M. (2010). Developments in the efficiency of the Thailand banking sec-tor: a DEA approach. International Journal of Development Issues, 9(3), 226-245.
Tahir, I. M., & Abubakar, N. M. (2007). Service quality gap and customers’ satisfactions of commercial banks in Malaysia. International Review of Business Research Papers, 3(4), 327-336.
Tamayo, A. (1994). Hierarquia de Valores Transculturais e Brasileiros. Psicologia: Teoria e Pesquisa 10 (2), 269-285.
Tarus, D. K., Chekol, Y. B., & Mutwol, M. (2012). Determinants of net interest margins of commercial banks in Kenya: a panel study. Procedia Economics and Finance, 2(0), 199-208.
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Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' finan-cial performance and the mediating role of customer satisfaction. Marketing Intelligence & Plan-ning, 24(2), 127-147.
Albrecht, K., & Zemke, R. (1985). Service America: doing business in the new economy. Dow Jones-Irwin, Homewood, IL.
Allen, M. W. (2001). A practical method for uncovering the direct and indirect relationships between human values and consumer purchases. Journal of Consumer Marketing, 18(2), 102-120.
Allen, M. W., & Hung Ng, S. (2003). Human values, utilitarian benefits and identification: The case of meat. European Journal of Social Psychology, 33(1), 37-56.
Badovick, G. J., & Beatty, S. E. (1987). Shared organizational values: Measurement and impact upon strategic marketing implementation. Journal of the academy of marketing science, 15(1), 19-26.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International journal of bank marketing, 18(2), 84-91.
Bank Negara Malaysia (2014). BNM Annual Report. B. K. Lumpur. BNM: Kuala Lumpur.
Bardi, A., Calogero, R. M., & Mullen, B. (2008). A new archival approach to the study of values and value--behavior relations: validation of the value lexicon. Journal of Applied Psychology, 93(3), 483.
Bardi, A., & Schwartz, S. H. (2003). Values and behavior: Strength and structure of rela-tions. Personality and social psychology bulletin, 29(10), 1207-1220.
Bernat, P. (2012). Sustainable development and the values we share - Sustainability as the confluence of Islamic and Western frameworks. Problemy ekorozwoju 7(1), 33-41.
Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). Improving service quality in America: lessons learned. The Academy of Management Executive, 8(2), 32-45.
Berry, L. L., Zeithaml, V. A., & Parasuraman, A. (1990). Five imperatives for improving service quali-ty. MIT Sloan Management Review, 31(4), 29.
Bilsky, W., & Schwartz, S.H. (1994). Values and personality. European Journal of Personality 8(3), 163-181.
Bolino, M. C., Varela, J. A., Bande, B., & Turnley, W. H. (2006). The impact of impression‐management tactics on supervisor ratings of organizational citizenship behavior. Journal of organiza-tional behavior, 27(3), 281-297.
Borman, W. C., & Motowidlo, S. M. (1993). Expanding the criterion domain to include elements of contextual performance. Personnel Selection in Organizations; San Francisco: Jossey-Bass, 71-98.
Burke, M. J., Finkelstein, L. M., & Dusig, M. S. (1999). On average deviation indices for estimating in-terrater agreement. Organizational Research Methods, 2(1), 49-68.
Cantor, N., & Mischel, W. (1979). Prototypicality and personality: Effects on free recall and personality impressions. Journal of Research in Personality, 13(2), 187-205.
Chen, M. C., Cheng, S. J., & Hwang, Y. (2005). An empirical investigation of the relationship between intellectual capital and firms’ market value and financial performance. Journal of intellectual capi-tal, 6(2), 159-176.
Chen, S. H. (2009). Establishment of a performance-evaluation model for service quality in the banking industry. The Service Industries Journal, 29(2), 235-247.
Chen, T. Y. (1999). Critical success factors for various strategies in the banking industry. International Journal of Bank Marketing, 17(2), 83-92.
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern meth-ods for business research, 295(2), 295-336.
Chin, W. W. (2001). PLS-Graph user’s guide. CT Bauer College of Business, University of Houston, USA.
Chiu, G. N., Bally, M. B., & Mayer, L. D. (2002). Effects of phosphatidylserine on membrane incorpo-ration and surface protection properties of exchangeable poly (ethylene glycol)-conjugated li-pids. Biochimica et Biophysica Acta (BBA)-Biomembranes, 1560(1), 37-50.
Hemingway, C. A., & Maclagan, P. W. (2004). Managers' personal values as drivers of corporate social responsibility. Journal of Business Ethics, 50(1), 33-44.
Clary, E. G., Snyder, M. (1991). A functional analysis of altruism and prosocial behavior: the case of volunteerism. Newbury Park, CA, Sage Publications.
Clutterbuck, D. (1988). Developing customer care training programmes. Industrial and Commercial Training, 20(6), 11-14.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 56(3), 55-68.
Mavridis, D. G. (2004). The intellectual capital performance of the Japanese banking sector. Journal of Intellectual capital, 5(1), 92-115.
Firnstahl, T. W. (1989). My employees are my service guarantee. Harvard Business Review, 67(4), 28-38.
Gefen, D., Straub, D., & Boudreau, M. C. (2000). Structural equation modeling and regression: Guide-lines for research practice. Communications of the association for information systems, 4(1), 7.
Gollan, T., & Witte, E. H. (2014). From the interindividual to the intraindividual level: Is the circum-plex model of values applicable to intraindividual value profiles?. Journal of Cross-Cultural Psy-chology, 45(3), 452-467.
Gould, R., J. Ilmarinen, Järvisalo, J., & Koskinen, S. (2008). Dimension of work ability: results of the Health 2000 Survey. Helsinki: Finnish Institute of Occupational Health.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares struc-tural equation modeling (PLS-SEM). Sage Publications.
Ilmarinen, J. (2009). Work ability—a comprehensive concept for occupational health research and prevention. Scandinavian journal of work, environment & health, 35(1), 1-5.
Julian, C. C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a retail bank′ s services. International Journal of Retail & Distribution Management, 22(5), 29-34.
Kabanoff, B., & Daly, J. (2000). Values espoused by Australian and US organisations. Applied Psy-chology, 49(2), 284-314.
Kahle, L. R., Beatty, S. E., & Homer, P. (1986). Alternative measurement approaches to consumer val-ues: the list of values (LOV) and values and life style (VALS). Journal of consumer research, 13(3), 405-409.
Kamakura, W. A., & Novak, T. P. (1992). Value-system segmentation: Exploring the meaning of LOV. Journal of consumer research, 19(1), 119-132.
Klein, K. J., Dansereau, F., & Hall, R. J. (1994). Levels issues in theory development, data collection, and analysis. Academy of Management review, 19(2), 195-229.
Liu, Y., & Cohen, A. (2010). Values, commitment, and OCB among Chinese employees. International Journal of Intercultural Relations, 34(5), 493-506.
Lovelock, C., & Wright, L. (2001). Principles of service marketing and management. Prentice Hall.
Meglino, B. M., & Korsgaard, A. (2004). Considering rational self-interest as a disposition: organiza-tional implications of other orientation. Journal of Applied Psychology, 89(6), 946.
MIDA (2010). Malaysian’s Automotive Industry Business Opportunities.
Moorman, R. H. (1991). Relationship between organizational justice and organizational citizenship be-haviors: Do fairness perceptions influence employee citizenship?. Journal of applied psycholo-gy, 76(6), 845.
Organ, D. W. (1997). Organizational citizenship behavior: It's construct clean-up time. Human perfor-mance, 10(2), 85-97.
Organ, D. W., & Konovsky, M. (1989). Cognitive versus affective determinants of organizational citi-zenship behavior. Journal of applied psychology, 74(1), 157.
Organ, D. W., & Ryan, K. (1995). A meta‐analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel psychology, 48(4), 775-802.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
Park, H. J., Mitsuhashi, H., Fey, C. F., & Björkman, I. (2003). The effect of human resource manage-ment practices on Japanese MNC subsidiary performance: a partial mediating model. The Interna-tional Journal of Human Resource Management, 14(8), 1391-1406.
Parks, L., & Guay, R. P. (2012). Can personal values predict performance? Evidence in an academic setting. Applied psychology, 61(1), 149-173.
Penner, L. A., Midili, A. R., & Kegelmeyer, J. (1997). Beyond job attitudes: A personality and social psychology perspective on the causes of organizational citizenship behavior. Human Perfor-mance, 10(2), 111-131.
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior research methods, instruments, & computers, 36(4), 717-731.
Rioux, S. M., & Penner, L. A. (2001). The causes of organizational citizenship behavior: a motivational analysis. Journal of applied Psychology, 86(6), 1306.
Rokeach, M. (1968). Beliefs, attitudes and values: A theory of organization and change.
Rokeach, M. (1973). The nature of human values. New York, Free Press.
Rokeach, M. (1979). Understanding Human Values. Free Press. New York, NY.
Ros, M., Schwartz, S. H., & Surkiss, S. (1999). Basic individual values, work values, and the meaning of work. Applied psychology, 48(1), 49-71.
Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of applied Psychology, 90(6), 1217.
Salas, E., & Fogli, L. (2006). Customer service delivery: Research and best practices. John Wiley & Sons.
Saris, W. E., Knoppen, D., & Schwartz, S.H. (2013). Operationalizing the theory of human values: Balancing homogeneity of reflective items and theoretical coverage. Survey Research Methods, 7(1), 29-44.
Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of applied Psychology, 83(2), 150.
Schwartz, S. H. (1992). Universals in the content and structure of values: Theory and empirical tests in 20 countries. Advances in experimental social psychology, 25, 1-65.
Schwartz, S. H. (1994). Are there universal aspects in the structure and contents of human val-ues?. Journal of social issues, 50(4), 19-45.
Schwartz, S. H. (2005). Basic human values: Their content and structure across countries. Petrópolis, Brazil: Vozes, A. Tamayo & J. B. Porto.
Schwartz, S. H. (2005). Robustness and fruitfulness of a theory of universals in individual human values. E. U. d. Brasilia. Brasilia, Brazil, A. Tamayo & J. Porto: 56-95.
Schwartz, S. H. (2006). A Theory of Cultural Value Orientations: Explication and Applications. Comparative Sociology 5(2), 137 – 182.
Schwartz, S. H. (2011). Studying values: Personal adventure, future directions. Journal of Cross-Cultural Psychology, 42(2), 307-319.
Schwartz, S. H., & Bardi, A. (2001). Value hierarchies across cultures: Taking a similarities perspec-tive. Journal of cross-cultural psychology, 32(3), 268-290.
Schwartz, S. H., & Bilsky, W. (1990). Toward a theory of the universal content and structure of values: Extensions and cross-cultural replications. Journal of personality and social psychology, 58(5), 878.
Schwartz, S. H., & Boehnke, K. (2004). Evaluating the structure of human values with confirmatory factor analysis. Journal of research in personality, 38(3), 230-255.
Schwartz, S. H., & Sagiv, L. (1995). Identifying culture-specifics in the content and structure of val-ues. Journal of cross-cultural psychology, 26(1), 92-116.
Sagiv, L., & Schwartz, S. H. (2000). Value priorities and subjective well-being: Direct relations and congruity effects. European journal of social psychology, 30(2), 177-198.
Scott, W. R., & Davis, G.F. (2015). Organizations and organizing: Rational, natural and open systems perspectives, Routledge.
Shapiro, J., Shore, L. M., Taylor, S., & Tetrick, L. E. (2004). The Employment Relationship; Examining Psychological and Contextual Perspectives. Oxford University Press, Oxford.
Sobel, M. E. (1982). Asymptotic confidence intervals for indirect effects in structural equation mod-els. Sociological methodology, 13, 290-312.
Ståhl, C. (2010). In cooperation we trust: interorganizational cooperation in return-to-work and labour market reintegration. Doctoral thesis, Linköping University, Faculty of Health Sciences.
Sufian, F., & Shah Habibullah, M. (2010). Developments in the efficiency of the Thailand banking sec-tor: a DEA approach. International Journal of Development Issues, 9(3), 226-245.
Tahir, I. M., & Abubakar, N. M. (2007). Service quality gap and customers’ satisfactions of commercial banks in Malaysia. International Review of Business Research Papers, 3(4), 327-336.
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