... serve as an underlying motivation for explaining the relationship between affective commitment (a primary antecedent of customer citizenship) and the selected sub-dimensions. Consequently, the aim of the current research is to develop a customer citizenship behaviour model and address these matters...

... on work attitudes in the context of the Sri Lankan apparel industry. Design/methodology/approach The five PTQM practices included top management commitment, employee empowerment, training, employee involvement and teamwork. Employee work attitudes comprised of job satisfaction, affective commitment...

... structural equation modelling procedure. Findings Service reliability is a direct predictor of customer loyalty while service assurance is not. Affective commitment has a direct positive effect on customer loyalty and partially mediates the relationship between service reliability and customer loyalty...