References
Albrecht, S.; Breidahl, E., & Marty, A. (2018). Organizational resources, organizational engagement climate, and employee engagement. Career Development International, 23(1), 67-85.
Alizadeh Sani, M.; Hosseini, A., & Tabassomi, A. (2018). Impact of welfare facilities on positive psychological capital. Journal of Management Studies in Development and Evolution, 27(87), 29-44. (in persian)
Avey, J. B.; Reichard, R. J.; Luthans, F., & Mhatre, K. H. (2011). Meta‐analysis of the impact of positive psychological capital on employee attitudes, behaviors, and performance. Human Resource Development Quarterly, 22(2), 127-152.
Ahearne, M.; Bhattacharya C. B., & Gruen T. (2005). Antecedents and consequences of customer-company identification: expanding the role of relationship marketing. Journal of Applied Psychology, 90(3), 574.
Ahmadi, Sh., & Nadi, M. A. (2019). Investigating the impact of career progression, career plateauing, affective commitment, job engagement and job burnout on employee perception of organizational justice and the intention to turnover. Transformation Management, 11(21), 105-132. (in persian)
Babakus, E.; Yavas, U., & Ashill, N. J. (2009). The role of customer orientation as a moderator of the job demand–burnout–performance relationship: A surface-level trait perspective. Journal of Retailing, 85(4), 480-492.
Berberoglu, A. (2018). Impact of organizational climate on organizational commitment and perceived organizational performance: empirical evidence from public hospitals. BMC Health Services Research, 18(1), 399-408.
Blau, P. M. (1964). Exchange and power in social life, transaction publishers.
Brodie, R. J.; Hollebeek, L. D.; Jurić, B., & Ilić, A. (2011). Customer engagement: conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252-271.
Cameron, K. S., & Caza, A. (2004). Introduction: contributions to the discipline of positive organizational scholarship. American Behavioral Scientist, 47(6), 731-739
Chan, K. W.; Gong, T.; Zhang, R., & Zhou, M. (2017). Do employee citizenship behaviors lead to customer citizenship behaviors? the roles of dual identification and service climate. Journal of Service Research, 20(3), 259-274.
Chang, K. C. (2016). Effect of services cape on customer behavioral intentions: moderating roles of service climate and employee engagement. International Journal of Hospitality Management, 53, 116-128.
Chen, X.; Chen, Y., & Guo, S. (2019). Relationship between organizational legitimacy and customer citizenship behavior: a social network perspective. Social Behavior and Personality: an International Journal, 47(1), 1-12.
Chen, Q.; Wen, Z.; Kong, Y.; Niu, J., & Hau, K. T. (2017). Influence of leaders' psychological capital on their followers: multilevel mediation effect of organizational identification. Frontiers in Psychology, 8, 1776.
Cheung, G. W., & Lau, R. S. (2008). Testing mediation and suppression effects of latent variables: bootstrapping with structural equation models. Organizational Research Methods, 11(2), 296-325.
Clapp-Smith, R.; Vogelgesang, G. R., & Avey, J. B. (2009). Authentic leadership and positive psychological capital: The mediating role of trust at the group level of analysis. Journal of Leadership & Organizational Studies, 15(3), 227-240.
Cook, K. S.; Cheshire, C.; Rice, E. R., & Nakagawa, S. (2013). Social exchange theory. handbook of social psychology (pp. 61-88): Springer.
Dawkins, S.; Martin, A.; Scott, J., & Sanderson, K. (2015). Advancing conceptualization and measurement of psychological capital as a collective construct. Human Relations, 68(6), 925-949.
Dollard, M. F.; Tuckey, M. R., & Dormann, C. (2012). Psychosocial safety climate moderates the job demand–resource interaction in predicting workgroup distress. Accident Analysis & Prevention, 45, 694-704.
Eddleston, K. A.; Kellermanns, F. W., & Kidwell, R. E. (2018). Managing family members: how monitoring and collaboration affect extra‐role behavior in family firms. Human Resource Management, 57(5), 957-977.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50.
Friend, S. B.; Johnson, J. S.; Luthans, F., & Sohi, R. S. (2016). Positive psychology in sales: integrating psychological capital. Journal of Marketing Theory and Practice, 24(3), 306-327.
Fuller, J. B.; Marler, L. E., & Hester, K. (2006). Promoting felt responsibility for constructive change and proactive behavior: exploring aspects of an elaborated model of work design. Journal of Organizational Behavior, 27(8),1089-1120.
Jones, T.; Taylor, S. F., & Bansal, H. S. (2008). Commitment to a friend, a service provider, or a service company—are they distinctions worth making? Journal of the Academy of Marketing Science, 36(4), 473-487.
Jong, A. D., & De Ruyter, K. (2004). Adaptive versus proactive behavior in service recovery: the role of self‐managing teams. Decision Sciences, 35(3), 457-491.
Jundt, D. K.; Shoss, M. K., & Huang, J. L., (2015). Individual adaptive performance in organizations: a review. Journal of Organizational Behavior, 36(S1), 53-71.
Garg, N.; Punia, B. K., & Jain, A. (2019). Workplace spirituality and job satisfaction: exploring mediating effect of organization citizenship behaviour. Vision, 23(3), 287-296.
Ghitulescu, B. E. (2013). Making change happen: the impact of work context on adaptive and proactive behaviors. The Journal of Applied Behavioral Science, 49(2), 206-245.
Griffin, M. A.; Parker, S. K., & Mason, C. M. (2010). Leader vision and the development of adaptive and proactive performance: a longitudinal study. Journal of Applied Psychology, 95(1), 174-194.
Griffin, M. A.; Neal, A., & Parker, S. K. (2007). A new model of work role performance: Positive behavior in uncertain and interdependent contexts. Academy of Management Journal, 50(2), 327-347.
Grimmer, L.; Grimmer, M., & Mortimer, G. (2018). The more things change the more they stay the same: a replicated study of small retail firm resources. Journal of Retailing and Consumer Services, 44, 54-63.
Grimmer, M., & Miles, M. P. (2017). With the best of intentions: a large sample test of the intention‐behavior gap in pro‐environmental consumer behaviour. International Journal of Consumer Studies, 41(1), 2-10.
Gwinner, K. P.; Bitner, M. J.; Brown, S. W., & Kumar, A. (2005). Service customization through employee adaptiveness. Journal of Service Research, 8(2), 131-148.
Guo, L.; Decoster, S.; Babalola, M. T.; De Schutter, L.; Garba, O. A., & Riisla, K. (2018). Authoritarian leadership and employee creativity: the moderating role of psychological capital and the mediating role of fear and defensive silence. Journal of Business Research, 92, 219-230.
Gupta, M.; Shaheen, M., & Reddy, P. K. (2017). Impact of psychological capital on organizational citizenship behavior: mediation by work engagement. Journal of Management Development, 36(7), 973-983.
Hadadian, A., & mohamadzade, Z. (2016). Investigating the effect work-family conflict on burnout with the mediating effect of psychological capital in governmental banks of gonabad. Transformation Management, 6(12), 135-158. https://doi.org/10.22067/pmt.v6i12.31547. (in persion).
Hayes, A. F. (2013). Mediation, moderation, and conditional process analysis. introduction to mediation, moderation, and conditional process analysis: a regression-based approach. New York: Guilford Publications, 1-20.
Hobfoll, S. (2014). Resource caravans and resource caravan passageways: a new paradigm for trauma responding. Intervention, 12, 21-32.
Liao, H., & Chuang, A., (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58.
Law, R.; Dollard, M. F.; Tuckey, M. R., & Dormann, C. (2011). Psychosocial safety climate as a lead indicator of workplace bullying and harassment, job resources, psychological health and employee engagement. Accident Analysis & Prevention, 43(5), 1782-1793.
Luthans, F.; Norman, S. M.; Avolio, B. J., & Avey, J. B. (2008). Supportive organizational climate–employee performance relationship, Journal of Organizational Behavior, 29, 219–238.
Luthans, F.; Avolio, B. J.; Avey, J. B., & Norman, S. M. (2007). Positive psychological capital: measurement and relationship with performance and satisfaction. Personnel Psychology, 60(3), 541-572.
Luthans, F., & Youssef, C. M. (2007). Emerging positive organizational behavior. Journal of Management, 33(3), 321-349.
Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation: a service system perspective. Journal of Service Research, 17(3), 247-261.
Kumar, V.; Rajan, B.; Gupta, S., & Dalla Pozza, I. (2019). Customer engagement in service. Journal of the Academy of Marketing Science, 47(1), 138-160.
Naami, A.; Shamsi, M., & Khajeh, N. (2016). Designing and testing a model of the mediating role of learning goal orientation at the individual, group and organizational level in the relationship of transformational leadership with adaptive performance of employees of a service organization, Organizational Culture Management, 14(2), 567-587. (in persion).
Nguyen, H.; Johnson, A.; Collins, C., & Parker, S. K. (2017). Confidence matters: self‐efficacy moderates the credit that supervisors give to adaptive and proactive role behaviours. British Journal of Management, 28(2), 315-330.
Parker, S. K.; Bindl, U. K., & Strauss, K. (2010). Making things happen: a model of proactive motivation. Journal of Management, 36(4), 827-856.
Rank, J.; Carsten, J. M.; Unger, J. M., & Spector, P. E. (2007). Proactive customer service performance: relationships with individual, task, and leadership variables. Human Performance, 20(4), 363-390.
Rasouli, R. (2014). Investigating the Interventionist role of organizational atmosphere in promoting management innovation in payam noor university. Public Organization Management, 41(2), 567-587. (in persion).
Raub, S., & Liao, H. (2012). Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. Journal of Applied Psychology, 97(3), 651-672.
Revilla-Camacho, M. Á.; Vega-Vázquez, M., & Cossío-Silva, F. J. (2015). Customer participation and citizenship behavior effects on turnover intention. Journal of Business Research, 68(7), 1607-1611.
Rogg, K. L.; Schmidt, D. B.; Shull, C., & Schmitt, N. (2001). Human resource practices, organizational climate, and customer satisfaction. Journal of Management, 27, 431–449.
Román, S., & Iacobucci, D. (2010). Antecedents and consequences of adaptive selling confidence and behavior: a dyadic analysis of salespeople and their customers. Journal of the academy of Marketing Science, 38(3), 363-382.
Shanker, R.; Bhanugopan, R.; Van der Heijden, B. I., & Farrell, M. (2017). Organizational climate for innovation and organizational performance: the mediating effect of innovative work behavior. Journal of Vocational Behavior, 100, 67-77.
Strauss, K.; Griffin, M. A.; Parker, S.K., & Mason, C. M. (2015). Building and sustaining proactive behaviors: the role of adaptivity and job satisfaction. Journal of Business and Psychology, 30(1), 63-72.
Theworldbank (2018). Iran overview. accessed 24 may 2017.
https://www.worldbank.org/en/country/iran/overview.
Tsaur, S. H.; Hsu, F. S., & Lin, H. (2019). Workplace fun and work engagement in tourism and hospitality: The role of psychological capital. International Journal of Hospitality Management, 81, 131-140.
Verleye, K.; Gemmel, P., & Rangarajan, D. (2014). Managing engagement behaviors in a network of customers and stakeholders: evidence from the nursing home sector. Journal of Service Research, 17(1), 68-84.
Wilder, K. M.; Collier, J. E., & Barnes, D. C. (2014). Tailoring to customers’ needs: understanding how to promote an adaptive service experience with frontline employees. Journal of Service Research, 17(4), 446-459.
Woolley, L.; Caza, A., & Levy, L. (2011). Authentic leadership and follower development: psychological capital, positive work climate, and gender. Journal of Leadership & Organizational Studies, 18(4), 438-448.
Woznyj, H. M.; Heggestad, E. D., Kennerly, S., & Yap, T. L. (2019). Climate and organizational performance in long‐term care facilities: The role of affective commitment. Journal of Occupational and Organizational Psychology, 92(1), 122-143.
Yi, Y.; Gong, T., & Lee, H. (2013). The impact of other customers on customer citizenship behavior. Psychology & Marketing, 30(4), 341-356.
Youssef-Morgan, C. M., & Luthans, F. (2013). Positive leadership: meaning and application across cultures. Organizational Dynamics, 42,198-208.
Zahed Babolan, A., & Karimianpour, Gh. (2018). The Effect of distributed leadership and psychological capital on commitment to change: the mediating role of self-efficacy of change. Transformation Management, 10(2). https://doi.org/10.22067/pmt.v10i2.65055. (In persion).
