ابراهیمی، الهام؛ علی شجاع؛ ندا پیرانی احمدآباد (1396). «بررسی تأثیر ابعاد رفتار شهروندی سازمانی بر ارزش ویژۀ برند مبتنی بر مشتری در صنعت هتلداری: نقش تعدیلگر اخلاق کار اسلامی»، مدیریت بازرگانی، 9(3)، صص 439 ـ 462.
عابدیسماکوش، محبوبه؛ معصومه کلاتهسفیری (1396). «بررسی نقش ارزش ویژة برند بر رفتار شهروندی مشتریان باشگاههای ورزشی»، مدیریت ورزشی، 9(2)، صص 343 ـ 358.
Abedi-Samakoush, M. & Kalateh-Safiri, M. (2017). “Investigating the role of brand equity on citizen citizenship behavior of sports clubs”, Sports Management, 9(2), pp. 358-343. (in Persian)
Ahn, Y. J., Hyun, S. S., & Kim, I. (2016). “City residents’ perception of MICE city brand orientation and their brand citizenship behavior: A case study of Busan, South Korea”, Asia Pacific Journal of Tourism Research, 21(3), pp. 328-353.
Angelova, B. & Zekiri, J. (2011). “Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model)”, International journal of academic research in business and social sciences, 1(3), p. 232.
Barbalet, J.M. (1996). “Social emotions: Confidence, trust and loyalty”, The International Journal of Sociology and Social Policy, 16, pp. 75-96.
Barsade, S. & O’Neill, O.A. (2016). “Manage your emotional culture”, Harvard Business Review Digital Articles, 94(1), pp. 3-16.
Barsade, S. & Knight, A. P. (2015). “Group affect”, Annual Review of Organizational Psychology and Organizational Behavior, 2(14), pp. 1–26.
Bass, B. M. & Bass, R. (2008). The bass handbook of leadership: Theory, research, and managerial applications (4th ed.), New York, Free Press.
Baumeister, R. F., Bratslavsky, E., Finkenauer, C., & Vohs, K. D. (2001). “Bad is stronger than good”, Review of General Psychology, 5, pp. 323-370.
Berger, B. (2008). Employee/organizational communications, Retrieved from Gainesville, FL: Institute for Public Relations.
Bettencourt, L. A. (1997). “Customer voluntary performance: Customers as partners in service delivery”, Journal of retailing,73(3), pp. 383-406.
Biedenbach, G., Bengtsson, M., & Wincent, J. (2011). “Brand equity in the professional service context: Analyzing the impact of employee role behavior and customer–employee rapport”, Industrial Marketing Management, 40(7), pp. 1093–1102.
Bolino, M. C., Turnley, W. H., & Bloodgood, J. M. (2002). “Citizenship behavior and the creation of social capital in organizations”, Academy of management review, 27(4), pp. 505-522.
Bove, L. L., Pervan, S. J., Beatty, S. E., & Shiu, E. (2009). “Service worker role in encouraging customer organizational citizenship behaviors”, Journal of Business Research, 62(7), pp. 698-705.
Bowen, D. E. & Schneider, B. (1985). “Boundary-spanning-role employees and the service encounter: Some guidelines for management and research”, The service encounter, 127, p. 148.
Bowen, D. E. (1990). “Interdisciplinary study of service: some progress, some prospects”, Journal of Business Research, 20(1), pp. 71-79.
Cameron, K. (2011). “Responsible leadership as virtuous leadership”, In Responsible Leadership (pp. 25-35), Springer, Dordrecht.
Caspar, S., Le, A., & McGilton, K. S. (2017). “The responsive leadership intervention: improving leadership and individualized care in long-term care”, Geriatric Nursing, 38(6), pp. 559-566.
Castro, C., Armario, E., & Ruiz, D. (2004). “The influence of employee organizational citizenship behavior on customer loyalty”, Service industry management.
Chan, S. & Lai, H. Y. I. (2017). “Understanding the link between communication satisfaction, perceived justice and organizational citizenship behavior”, Business Research, 70, pp. 214–223.
Chung, T. W. (2006). The Moderating Effects of Involvement on the Realationships among Perceived Service Quality, Customer Satisfaction, and Customer Citizenship Behavior, The Florida State University.
Dalal, R. S., Lam, H., Weiss, H. M., Welch, E., & Hulin, C. L. (2009). “A dynamic approach to organizational citizenship behavior and counterproductive work behavior: Behavioral co-occurrence and switching, and dynamic relationships with mood and overall job performance”, The Academy of Management Journal, 52(5), pp. 1051–1066.
DiClemente, R. K., Ditrinco, E. A., Gibbons, K. E., & Myers, S. A. (2013). “The relationship between instructor job satisfaction and communicator style and sociocommunicative orientation”, Communication Research Reports, 30(4), pp. 347–351.
Doh, J. P. & Stumph, S. (2005). Handbook on responsible leadership and governance in global business, New York, Oxford University Press.
Drosos, D., Kyriakopoulos, G. L., Arabatzis, G., & Tsotsolas, N. (2020). “Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece”, Sustainability, 12(9), p. 3862.
Ebrahimi, E., Shoja, A., & Pirani Ahmadabad, N. (2017). “Investigating the Impact of Organizational Citizenship Behavior Dimensions on Customer-Based Brand equity in the Hospitality Industry: The Modifying Role of Islamic Work Ethics”, Business Management, 9(3), pp. 462-439. (in Persian)
Farooq, M., Muhammad, S., Raju, V., Kalimuthu, K. R., & Qadir, A. (2019). “Measuring and comparing the desired and actual service quality of Pakistan international airline”, Journal of Social Sciences Research, 5(2), pp. 484-490.
Fisk, P. (2015). Gamechangers: Creating Innovative Strategies for Business and Brands; New Approaches to Strategy, Innovation and Marketing, Wiley.
Gonzaga, G. C., Keltner, D., Londahl, E. A., & Smith, M. D. (2001). “Love and the commitment problem in romantic relations and friendship”, Personality and Social Psychology, 81(2), p. 247.
Guenzi, P., Pardo, C., & Georges, L. (2007). “Relational selling strategy and key account managers' relational behaviors: An exploratory study”, Industrial Marketing Management, 36(1), pp. 121-133.
Guo, G. & Zhou, X. (2013). “Research on organizational citizenship behavior, trust and customer citizenship behavior”, Business and Management, 8(16), pp. 86-90.
Groth, M. (2005). “Customers as good soldiers: examining citizenship behaviors in internet service deliveries”, Journal of Management, 31(1), pp. 7-27.
Gruen, T. W. (1995). “The outcome set of relationship marketing in consumer markets”, International Business Review, 4(4), pp. 447-469.
Grunig, J. E., & Hunt, T. (1984). Managing public relations. new York: Holt, Rinehart & Winston.
Grunig, J. E. (1990). “Theory and practice of interactive media relations”, Public Relations Quarterly,35(3), pp. 18-23.
Grunig, J. E. (2001). “Two-way symmetrical public relations – past, present and future”, in R. L. Heath and G. Vasquez (Ed.), Handbook of Public Relations, Thousand Oaks, CA: Sage Publications, Inc., pp. 11-30.
Grunig, J. E. & Grunig, L. A. (1992). “Models of public relations and communication”, Excellence in public relations and communication management, pp. 285-325.
Grunig, L. A., Grunig, J. E., & Dozier, D. M. (2002). Excellent public relations and effective organizations: A study of communication management in three countries, Mahwah NJ: Erlbaum.
Grunig, J. (1992). “Symmetrical systems of internal communication”, Excellence in public relations and communication management, pp. 531-576.
Grunig, J. E. (2006a). “Furnishing the edifice: Ongoing research on public relations as a Strategic Management Function”, Journal of Public Relations Research, 18(2), pp. 151-176.
-----------------. (2006b). After 50 years: The value and values of public relations, Paper presented at the 45th Annual Distinguished Lecture, The Institute for Public Relations, New York, NY.
Hadjali, H. R. & Salimi, M. (2012). “An investigation on the effect of organizational citizenship behaviors toward customer-orientation: A case of Nursing home”, Procedia-Social and Behavioral Sciences, 57, pp. 524-532.
Harrison, R. (1987). “Harnessing personal energy: How companies can inspire employees”, Organizational Dynamics, 16(2), pp. 5–20.
Hartel, C. E. (2008). “How to build a healthy emotional culture and avoid a toxic culture”, Research companion to emotion in organizations, pp. 575-588.
Hartel, C. E. J. & Panipucci (2007). How ‘bad apples’ spoil the bunch: Faultlines, emotional levers and exclusion in the workplace, In C.E.J Hartel, N.M. Ashkanasy & W.J Zerbe (Eds) Research on Emotion in Organizations: Functionality, Intentionality and Morality (pp. 237-264), Oxford, UK: Elsevier/JAI Press.
Helm, S. V., Renk, U., & Mishra, A. (2016). “Exploring the impact of employees’ self-concept, brand identification and brand pride on brand citizenship behaviors”, European Journal of Marketing, 50(1/2), pp. 58–77.
Jahanzeb, S., Fatima, T., & Butt, M. M. (2013). “How service quality influences brand equity: The dual mediating role of perceived value and corporate credibility”, International Journal of Bank Marketing, 31(2), pp. 126–141.
Jung, JY. & Hong, S. (2008). “Organizational citizenship behaviour, TQM and performance at the maquiladora”, Quality & Reliability Management, 25(8), pp. 793-808.
Kang, M. & Sung, M. (2017). “How symmetrical employee communication leads to employee engagement and positive employee communication behaviors: The mediation of employee-organization relationships”, Communication Management, 21(1), pp. 82–102.
Katzenbach, J. (2003). “Pride: A strategic asset”, Strategy & Leadership, 31(5), pp. 34–38.
Kennedy, A. M. (1983). “The adoption and diffusion of new industrial products: A literature review”, European Journal of Marketing, 17(3), pp. 31–88.
Kim, H., Chen, Y., & Kong, H. (2020). “Abusive Supervision and Organizational Citizenship Behavior: The Mediating Role of Networking Behavior”, Sustainability, 12(1), p. 288.
Kim, H. K., Kim, S. K., Kim, Y. D., Kim, H. J., & Kang, H. S. (2008). “Brand equity in hospital marketing”, Journal of Business Research, 61(1), pp. 75-82.
Krishnan, V. R. & Arora, P. (2008). “Determinants of transformational leadership and organizational citizenship behavior”, Asia Pacific Business Review, 4(1), pp. 34–43.
Lashbrook, V. J., Lashbrook, W. B., Larsen, D. C., & Buchholz, S. W. (1978). “An empirical investigation of the relationship between perceived social style and interpersonal conflict in an organizational setting”, International Communication Association, Chicago.
Lewicki, R. & Bunker, B. (1996). “Developing and maintaining trust in work relationships”, Trust in organizations: Frontiers of theory and research, pp. 114–139.
Lloyd, K. J., Boer, D., Keller, J. W., & Voelpel, S. (2015). “Is my boss really listening to me? The impact of perceived supervisor listening on emotional exhaustion, turnover intention, and organizational citizenship behavior”, Business Ethics, 130(3), pp. 509–524.
Mayfield, J. & Mayfield, M. (2018). Motivating language theory: Effective leader talk in the workplace, Cham, Palgrave Macmillan.
Men, L. R. (2014). “Why leadership matters to internal communication: Linking transformational leadership, symmetrical communication, and employee outcomes”, Journal of Public Relations Research, 26(3), pp. 256–279.
----------------. (2015). “The internal communication role of the chief executive officer: Communication channels, style, and effectiveness”, Public Relations Review, 41(4), pp. 461–471.
Men, R. L. & Bowen, S. A. (2017). Excellence in internal relations management, New York: Business Expert Press.
Men, L. & Yue, C. (2019). “Creating a positive emotional culture: Effect of internal communication and impact on employee supportive behaviors”, Public Relations Review, 45(3), p. 101764.
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome, Lexington, MA: Lexington Books.
Organ, D. W., Podsakoff, P., & MacKenzie, S. (2006). Organizational citizenship behavior: Its nature, antecedents, and consequences, Sage Publications.
Ou, W. M., Shih, C. M., Chen, C. Y., & Wang, K. C. (2011). “Relationships among customer loyalty programs, service quality, relationship quality and loyalty”, Chinese Management Studies, 5(2), pp. 194-206.
Pless, N. M. (2007). “Understanding responsible leadership: Role identity and motivational drivers”, Journal of Business Ethics, 74, pp. 437–456.
Ponnusamy, G. & Ho, J. (2015). “Customers as Volunteers? E-Customer Citizenship Behavior and Its Antecedents”, International Foundation for Research and Development, 7(3), pp. 50-58.
Richmond, V. P. & McCroskey, J. C. (1990). “Reliability and separation of factors on the assertiveness-responsiveness measure”, Psychological Reports, 67(2), pp. 449–450.
Richmond, V. & McCroskey, J. (2000). “The impact of supervisor and subordinate immediacy on relational and organizational outcomes”, Communications Monographs, 67(1), pp. 85–95.
Robinson, M. D., Watkins, E. R., & Harmon-Jones, E. (2013). Handbook of cognition and emotion, New York, Guilford Press.
Sadeghi, G., Ahmadi, M., & Yazdi, M. T. (2016). “The relationship between organizational citizenship behavior and organizational performance”, Problems and perspectives in management, 14(3), pp. 317-324.
Schneider, B., Ehrhart, D., Mayer, J. L., & Saltz, Niles-Jolly. (2005). “Understanding Organization-Customer Links in Service Settings”, Academy of Management Journal, 48(6), pp. 1017-1032.
Seppala, E. & Cameron, K. (2015). “Proof that positive work cultures are more productive”, Harvard Business Review, 12(1), pp. 44-50.
Shocker, A. D. & Weitz, B. (1988). “A perspective on brand equity principles and issues”, Report, (88-104), pp. 2-4.
Somech, A. & Drach‐Zahavy, A. (2004). “Exploring organizational citizenship behaviour from an organizational perspective: The relationship between organizational learning and organizational citizenship behavior”, Occupational and Organizational Psychology, 77(3), pp. 281–298.
Sriramesh, K., Grunig, J. E., & Dozier, D. M. (1996). “Observation and measurement of two dimensions of organizational culture and their relationship to public relations”, Public Relations Research, 8(4), pp. 229-261.
Swanson, S. & Kent, A. (2017). “Passion and pride in professional sports: Investigating the role of workplace emotion”, Sport Management Review, 20(4), pp. 352–364.
Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. (2010). “Customer engagement behavior: Theoretical foundations and research directions”, Journal of service research, 13(3), pp. 253-266.
Van Quaquebeke, N. & Felps, W. (2018). “Respectful inquiry: A motivational account of leading through asking questions and listening”, Academy of Management Review, 43(1), pp. 5–27.
Waldherr, A. & Muck, P. M. (2011). “Towards an integrative approach to communication styles: The Interpersonal Circumplex and the Five-Factor Theory of personality as frames of reference”, Communications, 36, pp. 1–27.
Wayne, S., Shore, L., & Liden, R. C. (1997). “Perceived organizational support and leader-member exchange: A social exchange perspective”, Academy of Management Journal, 40(1), pp. 82–111.
Yi, Y., Gong, T., & Lee, H. (2013). “The impact of other customers on customer citizenship behavior”, Psychology & Marketing, 30(4), pp. 341-356.
Zahoor, S. Z., Younis, M. I., Hussain Qureshi, I., & Ahmad Khan, R. (2016). “Impact of Social media marketing on brand equity”, International Journal of Current Research, 8(4), pp. 30046-30055.
Zhang, J., Jiang, Y., Shabbir, R., & Du, M. (2014). “Building industrial brand equity by leveraging firm capabilities and co-creating value with customers”, Industrial Marketing Management, 38, pp. 11-17.