طراحی الگوی مدیریت منابع انسانی مشتری‌مدار در صنایع تولیدی

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6-Baker, T. (2002), Customer Focused Organizations, Challenges for Managers, Workers and Human Resources Practitioners, Journal of Management Development, 21(4), 306-314

7-Bartley, B., Gomibuchi, S. and Mann, R. (2007). Best Practices in Achieving a Customer-Focused Culture, Benchmarking: An International Journal, 14(4), 482-496

8-Basaez, M.O., Aranda, D.A., Djundubaev, R. Montesinos, F.S. (2014). The Role of CRM-SRM Bolt-ons in Enterprise Resource Planning System: Toward a Customer-Oriented Supply Chain, Strategic Change, 23: 389–400

9-Bowen, D.E. (1996). Market-Focused HRM in Service Organizations: Satisfying Internal and External Customers, Journal of Market-Focused Management, 1: 31-47

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11-Cartwright, S. (2005). The Blackwell Encyclopedia of Human Resource Management, Second Edition, Blackwell Publishing, USA

12-Chen, C.K., Yu, C.H., Yang, S.J. and Chang, H.C. (2004). Customer-Oriented Service-Enhancement System for the Public Sector, Managing Service Quality, 14(5), 414–425

13-Cook, S. (2008). Customer Care Excellence, How to Create an Effective Customer Focus, 5^th Edition, London: Kogan Page

14-Guest, D.E. (1997), Human Resource Management and Performance: A Review and Research Agenda, International Journal of Human Resource Management 8(3), 263–276

15-Hannon, J.M. and Sano, Y. (1995). Customer-Driven Human Resource Policies and Practices in the Japanese Service Sector, Human Resource Planning, 17(3), 37-53

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18-Homburg, C., Workman, J.P. and Jensen, O. (2000). Fundamental Changes in Marketing Organization: The Movement toward a Customer-Focused Organization, Journal of the Academy of Marketing Science, 28(4), 459-478

19-Hong, Y., Liao, H., Hu, J. and Jiang, K. (2013). Missing Link in the Service Profit Chain: A Meta-Analytic Review of the Antecedents, Consequences, and Moderators of Service Climate, Journal of Applied Psychology, 98(2), 237–267

20-Kandula, S.R.(2003), Human Resource Management in Practice: With 300 Models, Techniques and Tools, Prentice Hall of India: Dehli

21-Kang, D.S. and Bartlett, K.R. (2013). The Role of Perceived External Prestige in Predicting Customer-Oriented Citizenship Behaviors, Human Resource Development Quarterly, 24(3), 285-312

22-Kopelman, R.E., Chiou, A.Y., Lipani, L.J. and Zhu, Z. (2012). Interpreting the Success of Zappos.com, Four Seasons, and Nordstrom: Customer Centricity Is But One-Third of the Job, Global Business and Organizational Excellence, September/October, 63-78

23-Lengnick-Hall, M.L. and Lengnick-Hall, C.A. (1999). Expanding Customer Orientation in the HR Function, Human Resource Management, 38(3), 201–214

24-Liao, H. and Subramony, M. (2008). Employee Customer Orientation in Manufacturing Organizations: Joint Influences of Customer Proximity and the Senior Leadership Team, Journal of Applied Psychology, 93 (2), 317–328

25-Lin, C.H., Sanders, K., Sun, J.M., Shipton, H. and Mooi, E.A. (2015). From Customer-Oriented Strategy to Organizational Financial Performance: The Role of Human Resource Management and Customer-Linking Capability, British Journal of Management, 27(1), 21-37

26-Neuendorf, K. A. (2002). The content analysis guidebook, Thousand Oaks: Sage Publications

27-Parsons, B. (2014). Is Your Culture Really Customer Focused?, Senn-Delaney Leadership Consulting Group, Retrieved from www.senndelaney.com

28-Plakoyiannaki, E., Tzokas, N., Dimitratos, P. and Saren, M. (2008). How Critical is Employee Orientation for Customer Relationship Management? Insights from a Case Study, Journal of Management Studies, 45(2), 268-293

29-Rashid, M., Abdeljawad, I., Ngalim, S.M. and Hassan, M.K. (2013). Customer-Centric Corporate Social Responsibility: A Framework for Islamic Banks on Ethical Efficiency, Management Research Review, 36(4), 359-378

30-Roosta, A., Venouss, D. and Ebrahimi, A. (2013). Marketing Management, 17^th edition, Tehran, SAMT Publications(In Persian)

31-Schneider, B. (1994). HRM – A Service Perspective: Towards a Customer-Focused HRM, International Journal of Service Management, 5(1), 64-76

32-Shah, D., Rust, R.T., Parasuraman, A., Staelin, R. and Day, G.S. (2006).The Path to Customer Centricity, Journal of Service Research, 9(2), 113-124

33-Sharaj Sharifi, A. (2011). Investigating the Relationship Between the After Sale Service of Car Manufacturing Companies and Customer Satisfaction, Quarterly Journal of Management, 8: 9-18 (In Persian)

34-Strong, C.A. (2006). Is Managerial Behavior a Key to Effective Customer Orientation?, Total Quality Management & Business Excellence, 17(1), 97-115

35-Strong, C.A. and Harris, L.C. (2004). The Drivers of Customer Orientation: An Exploration of Relational, Human Resource and Procedural Tactics, Journal of Strategic Marketing, 12:183–204

36-Theodosiou, M., Kehagias, J. and Katsikea, E. (2012), Strategic Orientations, Marketing Capabilities and Firm Performance: An Empirical Investigation in the Context of Frontline Managers in Service Organizations, Industrial Marketing Management, 41, 1058-1070

37-Vandermerwe, S. (2014). Breaking Through: Implementing Disruptive Customer Centricity, 2^nd Edition, Palgrave Macmillan Publications, London

38-Vazirzanjani, H.R., Motameni, A. & Moosavi, D.H. (2010). Measuring customers’ satisfaction about After Sale Service in Heavy Vehicle Manufacturing Industry, commercial studies, 40: 70-85(In Persian)

39-Yoo, J.J. and Arnold, T.J. (2014). Customer Orientation, Engagement, and Developing Positive Emotional Labor, The Service Industries Journal, 34(16), 1-17

40-Ziggers, G.W. and Hensler, J. (2015), The Reinforcing Effect of a Firm's Customer Orientation and Supply-Base Orientation on Performance, Industrial Marketing Management, 52, 18-26