Bilal Zamir . Qurrat ul Ain . Rizwan Ahmad . Asif Nazir . Zafar Jamal Khan Jasra. Imran Khan .

Uzma Malik The Rapid Growth of Banking Sector in Pakistan and its Impacts on Revenue
Generation
Certo, S.C. (2002). Modern Management, (9th Ed.) Prentice Hall, New Delhi
Cole, G.A. (2002) Personnel and Human Resources Management (5th Ed.) London Book Power
Grootaert and van Bastelaer, 2002) Understanding and measuring social capital
Coleman, J. S. (1988). Social capital in the creation of human capital. The American
Journal of Sociology, 94, 95120
Lin, N. (2001). Social capital: A theory of social structure and action. London:
Cambridge University Press.
Ladd, D., & Henry, R. A. (2000). Helping coworkers and helping the organisation: the
role of support perceptions, exchange ideology, and conscientiousness. Journal
of Applied Social Psychology.
Bowen, D. E., & Schneider, B. (1985). Boundary-spanning-role employees and the
service encounter: some guidelines for management and research. In
J. A. Czepiel, M. R. Solomon, & C. F. Suprenant (Eds.), The service encounter. MA:
Lexington Books.
Locke, E. A. (1969). What is job satisfaction? Organisational Behaviour and Human
Performance, 4, 309e336.
Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunnette (Ed.),
Handbook of industrial and organisational psychology (pp. 297e349). Chicago:
Rand McNally
Weiss, H. M. (2002). Deconstructing job satisfaction: separating evaluations,
beliefs and affective experiences. Human Resource Management Review, 12,
173e194.
Bettencourt, L. A., & Brown, S. W. (2003). Role stressors and customer-oriented
boundary-spanning behaviours in service organisations. Journal of the Academy
of Marketing Science, 31, 394e408.
Bettencourt, L. A., Brown, S. W., & MacKenzie, S. B. (2005). Customer-oriented
boundary-spanning behaviours: test of a social exchange model of antecedents.
Journal of Retailing, 81, 141e157.
Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude,
personality, and knowledge predictors of service-oriented organisational citizenship
behaviours. Journal of Applied Psychology, 86, 29e41.
Bentley EG (2006). CSR and staff retention in New Zealand Companies: a literature review.
Working Paper Series, Department ofManagement and International Business, Messy
University, New Zealand
Meyer JP, Stanley DJ, Herscovitch L, Topolnytsky L (2002). Affective, continuance, and
normative commitment to the organization.
Ali & Rehman, African Journal of Business Management Vol. 4(12), pp. 2796-2801, 4 October,
2010
Adler, P. S., & Kwon, S. K. (2002). Social capital: Prospects for a new concept. Academy
of Management, 27(1), 1740.
Fukuyama, F. (1995). Trust: the social virtues and the creation of prosperity. New York:
Free Press
Nahapiet, J., & Ghoshal, S. (1999). Social capital, intellectual capital, and the organizational
advantage. Academy of Management Review, 23(2), 242266
Maurer, I., & Ebers, M. (2006). Dynamics of social capital and their performance implications:
Lessons from biotechnology start-ups. Administrative Science Quarterly,
51(2), 262292
Arregle, J., Hitt, M. A., Sirmon, D. G., & Very, P. (2007). The development of organizational
social capital: Attributes of family firms. Journal of Management Studies,
44(1), 7395.
Leana, C. R., & van Buren, H. J., III (1999). Organizational social capital and employment
practices. Academy of Management Review, 24(3), 538555.
Dess, G. G., & Shaw, J. D. (2001). Voluntary turnover, social capital, and organizational
performance. Academy of Management Review, 26(3), 446456.
Luthans, F., & Youssef, C. M. (2004). Human, social, and now positive psychological capital
management: Investing in people for competitive advantage. Organizational
Dynamics, 33(2), 143160.
Prusak, L., & Cohen, D. (2001). How to invest in social capital. Harvard Business Review,
79(6), 8693.
Hitt, M. A., & Ireland, R. D. (2002). The essence of strategic leadership: Managing human
and social capital. Journal of Leadership and Organizational Studies, 9(1), 314.
Allen, N. J., & Grisaffe, D. B. (2001). Employee commitment to the organization and
customer reactions. Mapping the linkages. Human Resource Management Review,
11, 209236
Vallaster, C., & de Chernatony, L. (2006). Internal brand building and structuration: The
role of leadership. European Journal of Marketing, 40(7/8), 761784.
Balmer, J. M. T. (2001). Corporate identity, corporate branding and corporate marketing:
Seeing through the fog. European Journal of Marketing, 35(3/4), 248291.
Malhotra, N., & Mukherjee, A. (2004). The relative influence of organizational commitment
and job satisfaction on service quality of customer-contact employees in
banking call centres. Journal of Services Marketing, 18(3), 162174

Thomson, K., de Chernatony, L., Arganbright, L., & Khan, S. (1999). The buy-in benchmark:
How staff understanding and commitment impact brand and business performance.
Journal of Marketing Management, 15(8), 819835
Thoits, P. A. (1983). Dimensions of life events that influence psychological distress:
an evaluation and synthesis of the literature. In H. B. Kaplan (Ed.), Psychological
stress: Trends in theory and research (pp. 33e103). New York: Academic Press
Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling.
Berkely: University of California Press.
Ladd, D., & Henry, R. A. (2000). Helping coworkers and helping the organisation: the
role of support perceptions, exchange ideology, and conscientiousness. Journal
of Applied Social Psychology, 30, 2028e2049
Korczynski, M. (2002). Human resource management in service work. Hampshire:
Palgrave.
Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2007). How organisational
standards and coworker support improve restaurant service. Cornell Hotel and
Restaurant Administration Quarterly, 48, 370e379
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services Marketing: Integrating
customer focus across the firm. Singapore: McGraw Hill.
Schneider, B., & Bowen, D. E. (1992). Personal/human resource management in the
service sector. Research in Personal and Human Resource Management, 10, 1e30
Rayton, B. A. (2006). Examining the interconnection of job satisfaction and
organisationl commitment: an application of the bivariate probit model. International
Journal of Human Resource Management, 17, 139e154.
Chiaburu, D. S., & Harrison, D. A. (2008). Do peers make the place? Conceptual
synthesis and meta-analysis of co-worker effects on perception, attitudes, OCBs,
and performance. Journal of Applied Psychology, 93, 1082e1103
Ducharme, L. J., & Martin, J. K. (2000). Unrewarding work, coworker support, and
job satisfaction: a test of the buffering hypothesis. Work and Occupations, 27,
223e243
Iverson, R. D. (1996). Employee acceptance of organisational change: the role of
organisational commitment. International Journal of Human Resource Management,
7, 122e149.
Iverson, R. D., & Bittigieg, D. M. (1999). Affective, normative, and continuance
commitment: can the right kind of commitment be managed. Journal of
Management Studies, 36, 307e333
Iverson, R. D., & Deery, M. (1997). Turnover culture in the hospitality industry.
Human Resource Management Journal, 7, 71e82.
Lance, C. E. (1991). Evaluations of a structural model relating job satisfaction,
organisational commitment, and precursors to voluntary turnover. Multivariate
Behavioural Research, 26, 137e162
Paulin, M., Ferguson, R. J., & Bergeron, J. (2006). Service climate and organisational
commitment: the importance of customer linkages. Journal of Business Research,
59, 906e915.
Cristiana Raquel Lages, Journal of Business Research Volume 65, Issue 9, September
2012, Pages 12641272
Donald C. Barnes, Journal of Business Research, 26 June 2014
Daniel J. Brass, Organizational Behavior and Human Decision Processes Volume 35,
Issue 2, April 1985, Pages 216240