||Ashforth, B. E. 1989. The experience of powerlessness in organizations. Organizational Behavior and Human Decision Processes, 4(3): 207-242.|
Bacharach, S. & Lawler E. 1980. Power and Politics in Organozations. San Francisco: Jossey-Bass.
Bandura, A. 1989. Human agency in social cognitive theory. American Psychologist, 33: 345-369.
Bandura, A.1982. Self-efficacy mechanism in human agency. American Psychologist, 37, 122-147.
Bandura, A. 1977. Self-efficacy: toward a unifying theory of behavior change. Psychological Review, 84, 191-215.
Bell, N. E. & Staw, B. M. 1989. People as sculptors versus sculpture: the roles of personality and personal control in organizations, Handbook of Career Theory, Cambridge University Press, Cambridge.
Berry, L. L. 1981. Perspectives in the retailing of aervices, in theory in retailing: traditional and nontraditional sources. American Marketing Association, Chicago..
Bitner, M. J., Booms, B., and Tetreault, M. S. 1990. The Service Encounter Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54: 71–84.
Bowen, D. E. and Lawler, E. E. III. 1992. The empowerment of service works: what, why, how and when?” Salon Management Review, 33: 31-39.
Bowen, D. E., & Schneider, B. 1988. Service marketing and management: implications for organizational behavior. Research in organizational behavior,,10: 43-80..
Breaugh, J. A. 1985. The measurement of work autonomy. Human Relations. 38(6): 551-570.
Brief, A. P., & Nord, W. R. 1990. Meanings of occupational work. Lexington: Lexington books.
Burke, W. 1986. Leadership as empowerment others. In S Srivastva (Ed.), Executive power, San Francisco: Jossey-Bass, 55-77.
Conger, R. A. & R. N. Kanungo. 1988. The empowerment process: intergrating theory and practice. Academy of Management Review, 13(3): 471-482.
Crawford & Getty. 1991. Consumer Satisfaction / Dissatisfaction with Professional Services. Journal of Professional Services Marketing, l.7(2): 35-54
Dachler, H. P., & Wilpert, B. 1978. Conceptual dimensions and boundaries of participation in organizations: a critical evaluation. Administrative Science Quarterly, 23: 1-39.
Deci, E. L., Connell, J. P., & Ryan, R. M. 1989. Self-determination in a work organization. Journal of Applied Psychology, 74: 580-590.
Deshpande, R., Farley, J. U. & Webster, F. E. 1993. Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis. Journal of Marketing, 57: 23-37.
Frayne, C. A., & Latham, G. P. 1987. Application of social learning theory to employee self management of attendance. Journal of Applied Psychology, 72: 387-392.
Gist, M. E. 1987. Self-efficacy: implications for organizational behavior and human and human resource management. Academy of Management Review, 12: 472-485.
Gist, M. E., Bavetta, A. G., Stevens, C. K. 1990. Transfer training method: Its influence on skill generalization, skill repetition, and performance level. Personnel Psychology, 43: 501-523.
Groons, C. 1990. Relationship approach to marketing in service context: the marketing and organizational behavior interface. Journal of Business Research, 20:3-11
Hachman, J. R., & Oldham, G. R, 1980. Work redesign. Reading, MA: Addison-Wesley.
Kanter, R. M. 1983. The Change Matters. New York: Simon & Schuster.
Keiser, T. C. 1988. Strategies for enhancing service quality. Journal of Service Marketing 2: 65-70.
Kraimer, M. L., Seibert, S. E., & Liden, R. C. 1999. Psychological empowerment as a multidimensional construct: a test of construct validity. Educational and Psychological Measurement, 59: 127-142.
Lance,A. B., & Stephen, W. B. 1997. Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behavior. Journal of Retailing, 73(1): 39-61
Lewis, B.R. & Entwistle T. W. 1989. Managing the service encounter: a focus on the employee. International Journal of Service Industry Management, 1(3): 41-52.
Liden, R. C., & Arad, S. 1996. A power perspective of empowerment and work group: Implications for human resource management research. Research in Personnel and Human Resource management, 14: 205-251.
Martinko, M. J., & Gardner, W. L. 1982. Learned helplessness: An alternative explanation for performance deficits. Academy of Management Review, 7: 195-204.
McClelland, D. C., Power: The inner experience. New York: Irvington Press, 1975.
Miller, K., & Monge, P. 1986. Participation, satisfaction, and productivity: A meta-analytic review. Academy of Management Journal, 29: 727-753.
Mintzberg, H. Power in and Around Organization, Prenrice-Hall, Englewood Cliffs, N. J., 1983.
Parasuraman, A, Zeithaml, V. A. & Berry L. L. 1988. Servqual: a multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64: 12-40.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. 1985. A conceptual model of service quality and its implications for further research. Journal of Marketing, 49: 41-50
Peccei, R., & Rosenthal, P. 2001. Delivering customer-oriented behavior through empowerment: an empirical test of HRM assumptions. Journal of Management Studies, 38(6): 831-857
Rafaeli, A. 1989. When clerks meet customers: a test of variables related to emotional expression on the job. Journal of Applied Psychology, 74: 385-393.
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: 219-232.
Saxe, R., & Weitz, B. A. 1982. The SOCO scale: a measure of the customer orientation of salespeople. Journal of Marketing Research, 19: 343-351.
Schneider, B. 1990. The climate for service：an application of the climate construct,” Organizational Climate and Culture, 383-412
Schlesinger, L. A., Heskett, J. L. 1991. Breaking the cycle of failure in services. Sloan Management Review, 32(3): 17–28.
Schneider, B., & Bowen, D. E. 1985. Employee and customer perceptions of service in banks: replication and extension. Journal of Applied Psychology, 70(3): 423–433.
Scott S. G., & Bruce, R. A. 1994. Determinants of innovative behavior: a path model of individual innovation in the workplace. Academy of Management Journal, 37(3): 580-607.
Seibert, S. E., Silver, S. R & Randolph, W. A. 2004. Taking empowerment to the next level: a multiple-level model of empowerment, performance, and satisfaction. Academy of management Journal, 47(3): 332-346.
Spreitzer, G. M. 1995. Individual empowerment in the workplace: dimensions, measurement, and validation. Academy of Management Journal, 38: 1442-1465.
Spreitzer, G. M. 1996. Social structural characteristics of psychological empowerment.. Academy of Management Journal, 39: 483-504.
Spreitzer, G. M., Kizilos, M. A. & Nason, S. W. 1997. A dimensional analysis of the relationship between psychological empowerment and effectiveness, satisfaction, and Strain. Journal of Management, 23(5): 679-704.
Thakor, M. V., & Joshi, A. W. 2003. Motivating salesperson customer orientation: insights form the job characteristics model. Journal of Business research, 58(5): 584-592.
Thomas, K. W., & Velthouse, B. A. 1990. Cognitive elements of empowerment: an interpretive model of intrinsic task motivation. Academy of Management Review, 15(4): 666-681.
Thomas, K.W. & Tymon, W.G. Jr. 1994. Does empowerment always work: understanding the role of intrinsic motivation and personal interpretation. Journal of Management Systems, 26(2): 1-13.
Tymon, W. G., Jr. 1988. An empirical investigation of a cognitive model of empowerment. Unpublished doctoral dissertation, Temple University, Philadelphia.
Wood, R., & Bandura, A. 1989. Social cognitive theory of organizational management. Academy of Management Review, 14: 284-361
Yagil, D. & Gal, I. 2002. The role of organizational service climate in generating control and empowerment among workers and customers. Journal of Retailing and Consumer Services, 9: 215–226.
Zimmerman, M. A.,& Rappaport, J. 1988. Citizen participation, perceived control, and psychological empowerment. American Journal of Community Psychology, 16: 725-750.