- Ahmadi, Freyedon. (2010). Survey Relationship between OCB and Internal &External Factors Impact on OCB. European Journal of Social Sciences, 16(3), 460-478.
- Ahmadi, Parviz , Forouzandeh, Saeideh , Safari Kahreh, Mohammad. (2010). The Relationship between OCB and Social Exchange Constructs. European Journal of Economics,19, 107-120.
- Ambler, T. (1999). Where does the cash flow from? Journal of Marketing Management, 15, 705-710.
- Appelbaum, Steven, Bartolomucci, Nicolas, Beaumier, Erika, et al. (2004). organizational citizenship behavior : a case study of culture , leadership and trust. manamement decision, 42 (1).
- Auh, s.& Menguc, b. (2007). Performance implications of the direct and moderating effects of centralization and formalization on customer orientation. Industrial Marketing Management,1022-1034.
12.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.
13.Brown, T. J., J. C. Mown, D. T. Donavan, and J. W. Licata (2002),“The Customer Orientation of Service Workers: Personality Trait Effects on Self and Supervisor Performance Rating,” Journal of Marketing Research, 39 (1): 110-119.
14.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), 505-522.
15.Bolino, M., & Turnley, W. (2003). Going the extra mile: cultivating and managing employee citizenship behavior. Academy of Management Executive, 17 (3), 60-71.
16.Castro, Armario, & Ruiz. (2004). the influence of employee organizational citizenship behavior in Thailand. Career Development International, 9 (4), 406- 423.
17.Comeau, D. J, & Griffith,R. L.(2005).Structuralinterdependence, personality, and organizational citizenship behavior: an examination of person-environment interaction. Personnel Review34.
- Deshpande, R., Farley, J. U., & Webster, F. E. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrant analysis. Journal of Marketing, 57, 23-37.
- Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction,Commitment, and Organizational Citizenship Behaviors. Journal of Marketing Research, 68 (1), 128-146.
- Doyle, P., & Wong, V. (1998). Marketing and competitive performance: an empirical study. European Journal of Marketing , 514-535.
- Frese, M., & Fay, D. (2001). Personal Initiative: An Active Performance Concept for Work in the 21st Century. In B. M. Straw, & R. M. Sutton, Research in Organizational Behavior (pp. 133-187). Amsterdam: Elsevier Science.
- Gatignon, H., & Xuereb, J. (1997). Strategic orientation of the firm and new product performance. Journal of Marketing Research, 34, 77−90.
- Hui, C., Lam, S. S., & Schaubroeck, J. (2001). Can good citizens lead the way in providing quality servic Academy of Management Journal, 44 (5).
- Kohli, A. K., & Jaworski, B. J. (1990). Market Orientation: The Construct, Research Propositions, and Managerial Implications. Journal of Marketing, 54 (3), 1–18.
- Murphy, Athanasou, & King. (2002). job satisfaction and organizational citizenship behaviour. Journal of Management psychology, 17 (4), 287-297.
- Narver, J. C., & Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54, 20-35.
- Noble, C. H., Sinha, R. K., & Kumar, A. (2002). Market orientation and alternative strategic orientations: A longitudinal assessment of performance implications. Journal of Marketing.25-39.
- 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, 262-270.
- 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, 513-563.
30.Rafaeli, A., Ziklik, L., & Doucet, L. (2010). The Impact of Call Center Employees’Customer Orientation Behaviors on Service Quality. Journal of Service Research , 2-3.
31.Reichheld, F., & Sasser, W. E. (1990). Zero defection: quality comes to services. Harvard Business Review, 68.
- Schneider, B. M., Ehrhart, D. M., Mayer, J. L., Saltz, & Niles-Jolly. (2005). Understanding Organization-Customer Links in Service Settings. Academy of Management Journal, 48 (6), 1017-1032.
- Strong, C. A., & Harris, L. C. (2004). The drivers of customer orientation: an exploration of relational, human resource and procedural tactics. Journal of Strategic Marketing, 12 (3), 183-204.
- 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.
- Yoon, M. H., & Suh, J. (2003). Organizational citizenship behaviors and service quality as external effectiveness of contact employees. Journal of Business Research, 56, 597-611