@incollection{, 7D13A88EE9DD80D25DA90CAACF2562D3 , author={{GemechuAbdissa} and {TeklemariamFitwi} and {Mizan-Tepi University}}, journal={{Global Journal of Management and Business Research}}, journal={{GJMBR}}2249-45880975-585310.34257/GJMBR, address={Cambridge, United States}, publisher={Global Journals Organisation}1632541 } @incollection{b0, , title={{Beyond the Fads: How Leaders Drive Change With Results}} , author={{ RNAshkenas & Associates. } and { RHShaffer & Associates. }} , journal={{Human Resource Planning}} 17 2 , year={1994} } @book{b1, , title={{The Quality of Service Delivery and Customer Satisfaction:The Practice And Case of Banking Industry}} , author={{ HMAwoke }} , year={2010. 2010} , publisher={VDM} } @book{b2, , title={{Self-Efficacy, The Exercise Of Control}} , author={{ ABandura }} , year={1997} , publisher={W.H. Freeman & Company} , address={New York} } @book{b3, , title={{People as Sculptor Versus Sculpture: The Roles of Personality and Personal Control in Organizations": Handbook of Career Theory. 2-251}} , author={{ NEBell } and { BMStaw }} , year={1989} , publisher={Cambridge University Press} , address={New York} } @book{b4, , title={{Leaders: The Strategies of Taking Charge}} , author={{ WBennis } and { BNanus }} , year={1985} , publisher={Harper & Row} , address={New York} } @book{b5, , title={{}} , author={{ JWBest }} , year={1995} , note={Research In Education 3 rd ed} } @book{b6, , title={{Business Research Methods 2nd Edition}} , author={{ ABryman } and { EBell }} , year={2007} , publisher={University Press Inc} , address={New York; Oxford} } @incollection{b7, , title={{Job Insecurity, Extrinsic and Intrinsic Job Satisfaction And Affective Organisational Commitment of Maintenance Workers in a Parastatal}} , author={{ JHBuitendach } and { WitteHDe }} , journal={{South African Journal of Business Management}} 36 , year={2005} } @book{b8, , title={{Measuring Management Satisfaction: A Manual for the JSQ Technical Report II}} , author={{ AJCellucci } and { DLDevries }} , year={1978} , publisher={Centre of Creative Leadership} } @incollection{b9, , title={{The Impact of Locus of Control on Job Stress}} , author={{ JCChen } and { CSilverthorne }} 10.1108/01437730810906326 , journal={{Job Performance And Job Satisfaction In Taiwan. Leadership & Organization Development Journal}} 29 7 , year={2008} } @incollection{b10, , title={{The Impact of Locus of Control on Job Stress}} , author={{ JCChen } and { CSilverthorne }} 10.1108/01437730810906326 , journal={{Job Performance And Job Satisfaction In Taiwan. Leadership & Organization Development Journal}} 29 7 , year={2008} } @book{b11, , title={{Research Design: A Qualitative, Quantitative and Mixed Method Approaches}} , author={{ JCreswell }} , year={2009} , publisher={SAGE Publications, Inc} University Of Nebraska , note={3rded. Lincoln} } @book{b12, , title={{Practical Research Methods: A User-Friendly Guide to Mastering Research Techniques And Projects. United Kingdom: How to Books Ltd}} , author={{ CDawson }} , year={2002} } @incollection{b13, , title={{The Impact of Service System Design and Flow Experience on Customer Satisfaction in Online Financial Services}} , author={{ DXDing } and { PHu } and { RVerma } and { DGWardell }} 10.1177/1094670509350674 , journal={{Journal of Service Research}} 13 1 , year={2009} } @book{b14, , title={{Service Management and Marketing: Customer Management in Service Competition 3rd Edition}} , author={{ CGroonroos }} , year={2007} , publisher={John Wiley & Sons Ltd} } @book{b15, , author={{ JHair } and { AMoney } and { PSamouel } and { MPage }} , title={{Research Methods for Business}} New Jersey , publisher={John Wiley & Sons, Inc} , year={2007} } @incollection{b16, , title={{Work-Unit Absenteeism: Effects Of Satisfaction, Commitment, Labor Market Conditions And Time}} , author={{ JPHausknecht } and { NJHiller } and { RJVance }} , journal={{Academy of Management Journal}} 51 , year={2008} } @incollection{b17, , title={{The Meaning Maintenance Model: On The Coherence Of Social Motivations}} , author={{ SJHeine } and { TProuxl } and { KDVohs }} , journal={{Personality And Social Psychology Review}} 10 2 , year={2006} } @incollection{b18, , title={{Validity Studies, Does Revising the Intrinsic And Extrinsic Subscales Of The Minnesota Satisfaction Questionnaire Short form Make a Difference}} , author={{ RRHirschfield }} , journal={{Educational Psychological Measurement}} 60 , year={2000} } @book{b19, , title={{Organizational Behavior And Management, 2nd, International Student Edition}} , author={{ JMIvancevich } and { Mattenson }} , year={1990} , publisher={IRWIN} , address={Boston} } @incollection{b20, , title={{Measurement Of Internal Service Quality: Application Of The SERVQUAL Battery to Internal Service Quality}} , author={{ GDKang } and { JJames } and { KAlexandris }} , journal={{Managing Service Quality}} 12 5 , year={2002} } @book{b21, , author={{ RMKanter }} , title={{Men and Woman of the Corporation}} New York , publisher={Basic Books} , year={1 977} } @book{b22, , author={{ Kothari }} , title={{Research Methodology Methods and Techniques. New Age International Ltd Publisher}} , year={2004} } @book{b23, , title={{The Ultimate Advantage:. Creating the High Involvement Organisation}} , author={{ EELawer }} , year={1992} , publisher={Jossey-Bass} , address={San Francisco} } @incollection{b24, , title={{Job Satisfaction Among Nurses: A Literature Review}} , author={{ HLu } and { AWhite } and { LBarriball }} , journal={{International Journal Of Nursing Studies}} 42 , year={2005} } @book{b25, , title={{}} , author={{ GWMarshall } and { JBaker } and { DWFinn }} , year={1998} } @incollection{b26, , title={{Exploring Internal Customer Service Quality}} , journal={{Journal of Business & Industrial Marketing}} 13 4 } @book{b27, , title={{SPSS Survival Manual}} , author={{ JPallant }} , year={2010} , publisher={Mcgraw Hill} , note={4 th Edition} } @book{b28, , title={{}} , author={{ ZeithamlParasuranam } and { Berry }} , year={1988} } @incollection{b29, , title={{SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions Of Service Quality}} , journal={{Journal Of Retailing}} 64 1 } @book{b30, , title={{Marketing Management, Twelfth Ed}} , author={{ KPhilip } and { KKevin }} , year={2006} , publisher={Pearson Education, Inc} 7458 , address={Upper Saddle River; New Jersey} } @incollection{b31, , title={{Stress, Burnout and Job Satisfaction in Rural Psychiatric Nurses: A Victorian Study}} , author={{ JPinikahana } and { BHappell }} , journal={{Australian Journal of Rural Health}} 12 , year={2004} } @incollection{b32, , title={{Towards the Measurement of Internal Service Quality}} , author={{ JReynoso }} , journal={{International Journal Of Service Industry Management}} 6 3 , year={1995} } @incollection{b33, , title={{}} , author={{ SRobbins }} , journal={{Organisational Behaviour}} , year={2003} , publisher={Prentice Hall} , note={10th Edition} } @incollection{b34, , title={{A Relational Study on Service Climate, Supportive Management, Work Effort, Job Satisfaction and Employee Service Quality in the Context of Real Estate Sector of Bangladesh}} , author={{ SASafius }} , journal={{International Review Of Business Research Papers}} 7 2 , year={2011} } @incollection{b35, , title={{Linking Service Climate and Customer Perceptions Of Service Quality: Test of a Causal Model}} , author={{ BSchneider } and { SWhite } and { MPaul }} , journal={{Journal Of Applied Psychology}} 83 2 15 , year={1998} } @incollection{b36, , title={{Internal Services: Classification and Quality Management}} , author={{ BStauss }} , journal={{International Journal of Service Industry Management}} 6 2 , year={1995} } @incollection{b37, , title={{Internal Services: Gaps in Needs/Performance and Prescriptions For Effectiveness}} , author={{ SVandermerwe } and { DJGilbert }} , journal={{Internatinal Journal Of Service Industry Management}} 2 1 , year={1991} } @incollection{b38, , title={{Internal Service Quality: Determinants of Distribution Centre Performance}} , author={{ MDVoss } and { RJCalantone } and { SBKeller }} , journal={{International Journal of Physical Distribution & Logistics Management}} 35 3 , year={2005} } @book{b39, , title={{Work and Motivation}} , author={{ VHVroom }} , year={1964} , publisher={John Wiley and Sons} , address={New York, NY} } @book{b40, , title={{The Effect of Internal Service Climate and Psychological Empowerment on Employees' Job Satisfaction: The case of EEPCo}} , author={{ MWassihun }} , year={2011} the University of A.A } @book{b41, , title={{Marketing Research. Cape Town}} , author={{ JWiid } and { Diggins }} , year={2009} , publisher={Juta And Company} } @incollection{b42, , title={{Managerial Leadership: A Review of Theory and Research}} , author={{ GAYukl }} , journal={{Journal of Management IS}} , year={1989} } @incollection{b43, , title={{Registered Nurses' Job Satisfaction in Navy Hospitals}} , author={{ AZangaro } and { MJonantgen }} , journal={{Military Medicine}} 1 174 , year={2009} } @book{b44, , author={{ WZikmund } and { BBabin } and { JCarr } and { MGriffin }} , title={{Business Research Methods.8 Edtion. South Western: Cengage Learning}} , year={2010} }