1. Nguyen, Nguyen Thi Thao., Nguyen, Nguyen Phong., Hoai, Tu Thanh. (2021).Ethical leadership, corporate social responsibility, firm reputation, and firm performance: A serial mediation model. Heliyon, 7(4), 1-9. https://doi.org/10.1016/j.heliyon.2021.e06809
2. Tehranineshat, Banafsheh., Torabizadeh, Camellia., Bijani, Mostafa. (2020). A study of the relationship between professional values and ethical climate and nurses’ professional quality of life in Iran. International Journal of Nursing Sciences, 7(3), 313-319. https://doi.org/10.1016/j.ijnss.2020.06.001
3. Ahdi, Samira., Heidarizadeh, Zahra., Hassani, Mohammad.,Qasemzadeh, Abolfazl. (2020). The role of organizational climate in the relationship between Islamic work ethic and deviant behaviors in the workplace and service quality, Scientific Journal "Islamic Management", 28 (3), 171-193.(in Persian)
4. Garengo, Patrizia., Sardi, Alberto., Nudurupati, Sai Sudhakar. (2021). Human resource management (HRM) in the performance measurement and management (PMM) domain: a bibliometric review. International Journal of Productivity and Performance Management, 1-22. https://doi.org/10.1108/IJPPM-04-2020-0177
5. Padmanabhan, Sindu. (2021). The impact of locus of control on workplace stress and job satisfaction. A pilot study on private-sector employees. Current Research in Behavioral Sciences, https://doi.org/10.1016/j.crbeha.2021.100026
6. Mertens, Willem., Recker, Jan. (2020). How store managers can empower their teams to engage in constructive deviance: Theory development through a multiple case study. Journal of Retailing and Consumer Services, 52, 1-17. https://doi.org/10.1016/j.jretconser.2019.101937
7. Templer, Klaus J., Kennedy, Jeffrey C., Phang, Riyang. (2020). Customer orientation: the interactive effect of role clarity and learning goal orientation. Journal of Asian Business and Economic Studies, 27(3), 303-314. https://doi.org/10.1108/JABES-12-2019-0122
8. Jiang, Wenjing., Zhao, Xing'e., Jiang, Jia., Zhou Qidi., Yang, Jiahui., Chen, Yuqing., Goldsamt, Lloyd., Williams, Ann Bartley., Li, Xianhong. (2021). Hospital ethical climate associated with the professional quality of life among nurses during the early stage of COVID-19 pandemic in Wuhan, China: A cross-sectional study. International Journal of Nursing Sciences, 8(3), 310-317. https://doi.org/10.1016/j.ijnss.2021.05.002
9. Waezi, Reza., Seyed Naqvi, Mir Ali., Maleki, Sara. (2019). The relationship between perceived justice in manpower adjustment in the organization with employees' guilt. Journal of Management Studies (Improvement and Transformation), 28 (92), 9-33. (in Persian)
10. Kazakov, Sergey., Ruiz-Alba, Jose L., Munoz, Marıa M. (2020). The impact of information and communication technology and internal market orientation blending on organisational performance in small and medium enterprises. European Journal of Management and Business Economics, 30(2), 129-151. https://doi.org/10.1108/EJMBE-04-2020-0068
11. ZohrehVandian, Karim., Mandalizadeh, Zeinab. (2019). The effect of service personalization and customer appreciation on customer loyalty of Arak sports clubs by considering the mediating role of relationship quality dimensions. Sports Management Studies, 55, 251-270. (in Persian)
12. Cortekar, Jörg., Themessl, Matthias., Lamich, Katja. (2020). Systematic analysis of EU-based climate service providers. Climate Services, 17, 1-12. https://doi.org/10.1016/j.cliser.2019.100125
13. Phan, Tien Minh., Thai, Vinh V., Vu, Thao Phuong. (2021). Port service quality (PSQ) and customer satisfaction: an exploratory study of container ports in Vietnam. Maritime Business Review, 6(1), 72-94. https://doi.org/10.1108/MABR-01-2020-0003
14. Zia, Adil. (2020). Discovering the linear relationship of service quality, satisfaction, attitude and loyalty for banks in Albaha, Saudi Arabia. PSU Research Review Emerald Publishing Limited, 1-15. https://doi.org/10.1108/PRR-07-2020-0023
15. Cohen, Aaron., Ehrlich, Sari. (2019). Exchange variables, organizational culture and their relationship with constructive deviance. Management Research Review, 42(12), 1423-1446.  https://doi.org/10.1108/MRR-09-2018-0354
16. Gong, Taeshik., Wang, Chen-Ya., Lee, Kangcheol. (2020). The Consequences of Customer-Oriented Constructive Deviance in Luxury-Hotel Restaurants. Journal of Retailing and Consumer Services, 57, 1-10. https://doi.org/10.1016/j.jretconser.2020.102254
17. Jaewon, Yoo. (2018). Positive Effects of Deviant Customer-Oriented Behavior. Journal of Economics, Business and Management, 6(3), 79-83. 10.18178/joebm.2018.6.3.554
18. Good, Megan C., Schwepker Jr, Charles H.2022. Business-to-business salespeople and political skill: Relationship building, deviance, and performance. Journal of Business Research, 139, 32-43.https://doi.org/10.1016/j.jbusres.2021.09.035
19. vishlaghi M, Rastgar A. The Influence of Idiosyncratic Deals on Creative Deviation: Analysis of the Mediating Role of Psychological Entitlement and Constructive Employee Voice (Case Study: Mobin Net Communication Company). ORMR 2022; 11 (4) :159-181 URL: http://ormr.modares.ac.ir/article-28-53277-fa.html
20. Kang, Hee Jung (Annette)., Busser, James A. (2018). Impact of service climate and psychological capital on employee engagement: The role of organizational hierarchy. International Journal of Hospitality Management, 75, 1-9. https://doi.org/10.1016/j.ijhm.2018.03.003
21. Thi Phuong, Loan Pham., joo Ahn, Young. (2021). Service Climate and Empowerment for Customer Service Quality among Vietnamese Employees at Restaurants. Sustainability, 13(3). 1-14.https://doi.org/10.3390/su13031172
22. Manrique-Sun en, Andrea., Palma, Lluís., Gonzalez-Reviriego, Nube., Doblas-Reyes, Francisco J., Soret , Albert. 2023. Subseasonal predictions for climate services, a recipe for operational implementation. Climate Services, 30, 1-12. https://doi.org/10.1016/j.cliser.2023.100359
23. Delpiazzo, E., Bosello, , F., Dasgupta, S., Bagli, S., Broccoli, D., Mazzoli, P. ,  Luzzi, V. 2023. The economic value of a climate service for water irrigation. A case study  for Castiglione District, Emilia-Romagna, Italy.   Climate Services, 30, 1-9. https://doi.org/10.1016/j.cliser.2023.100353
24. Islampanah, Dr. Maryam; Shahbazi, Shirin; Baqli, Javad (2020). The relationship between organizational ethics and managers' decisions; Test the mediating role of personal knowledge management. Journal of Ethics in Science and Technology, 15 (2), 86-92. (in Persian)
25. Liu, Anthony A. (2020). Trainee auditors’ perception of ethical climate and workplace bullying in Chinese audit firms. Asian Journal of Accounting Research, 5(1), 63-79. https://doi.org/10.1108/AJAR-07-2019-0060
26. Sabiu, Malam Salihu., Ringim, Kabiru Jinjiri., Swee Mei, Tang., Joarder, Mohd Hasanur Raihan. (2019). Relationship between human resource management practices, ethical climates and organizational performance, the missing link. PSU Research Review, 3(1), 50-69. https://doi.org/10.1108/PRR-12-2016-0022
27. Shuyaو Xing., Zainal, Siti Rohaida Binti Mohamed. (2022). How to Achieve Better Sustainable Performance: The Role of Ethical Leadership and Green Employee Empowerment?. AgBioForum, 24(2): 206-214.
28. Saleem, Maria & Qadeer, Faisal & Mahmood, Faisal & Ariza-Montes, Antonio. (2020). Ethical Leadership and Employee Green Behavior: A Multilevel Moderated Mediation Analysis. Sustainability. 12. 1-16. 10.3390/su12083314
29. Sekowski, Marcin., Gambin, Malgorzata., Cudo, Andrzej., Wozniak-Prus, Malgorzata., Penner, Francesca., Fonagy, Peter., Sharp, Carla. (2020). The relations between childhood maltreatment, shame, guilt, depression and suicidal ideation in inpatient adolescents. Journal of Affective Disorders, 276, 667-677. https://doi.org/10.1016/j.jad.2020.07.056
30. Li, Zhiai., Yu, Hongbo., Zhou, Yongdi., Kalenscher, Tobias., Zhou, Xiaolin. (2020). Guilty by association: How group-based (collective) guilt arises in the brain. NeuroImage, 209, 1-13. https://doi.org/10.1016/j.neuroimage.2019.116488
31. Abraham, Juneman., Kurniadi, Melissa Amelia., Andangsari, Esther Widhi., Madalina Ali, Moondore., Manurung, Rudi Hartono., Spits Warnars, Harco Leslie Hendric. (2020). Prediction of guilt and shame proneness based on disruption to psychological contract: A new light for corruption prevention. Heliyon, 6(6), 1-12. https://doi.org/10.1016/j.heliyon.2020.e04275
32. Hosseini Mahmoudi, Maryam; Heidarzadeh Hanzaei, Kambiz; Mansoorian, Yazdan (2021). Consumer ethics: The antecedents and consequences of consumer guilt and regret in purchasing decisions. Journal of Ethics in Science and Technology, 16 (4), 136-142.
33. Zhang, Z.; Shi, H.; Feng, T. (2022). Why Good Employees Do Bad Things: The Link between Pro-Environmental Behavior and Workplace Deviance. Int. J. Environ. Res. Public Health, 19, 15284. https://doi.org/10.3390/ ijerph192215284
34. Inegbedion, Henry., Inegbedion, Emmanuel., Peter, Adeshola., Harry, Lydia. (2020). Perception of workload balance and employee job satisfaction in work organisations. Heliyon, 6, 1-9. https://doi.org/10.1016/j.heliyon.2020.e03160
35. Padmanabhan, Sindu. (2021). The impact of locus of control on workplace stress and job satisfaction. A pilot study on private-sector employees. Current Research in Behavioral Sciences, 2, 1-15. https://doi.org/10.1016/j.crbeha.2021.100026
36. Elrehail, Hamzah., Harazneh, Ibrahim., Abuhjeeleh, Mohammad., Alzghoul, Amro., Alnajdawi, Sakher., Hussein Ibrahim, Hussein M. (2019). Employee satisfaction, human resource management practices and competitive advantage. European Journal of Management and Business Economics, 29(2), 125-149. https://doi.org/10.1108/EJMBE-01-2019-0001
37. Cherif, Fatma. (2020). The role of human resource management practices and employee job satisfaction in predicting organizational commitment in Saudi Arabian banking sector. International Journal of Sociology and Social Policy, 40(7/8), 529-541. https://doi.org/10.1108/IJSSP-10-2019-0216
38. Marshall, Craig. (2020). Analysis of a comprehensive wellness program’s impact on job satisfaction in the workplace. International Hospitality Review, 34(2), 221-241. https://doi.org/10.1108/IHR-05-2020-0014

39.Aman-Ullah, A., Aziz, A., Ibrahim, H., Mehmood, W. and Aman-Ullah, A. (2022), "The role of compensation in shaping employee’s behaviour: a mediation study through job satisfaction during the Covid-19 pandemic", Revista de Gestão, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/REGE-04-2021-0068

40. Dubey, P., Pathak, A.K. and Sahu, K.K. (2023), "Assessing the influence of effective leadership on job satisfaction and organisational citizenship behaviour", Rajagiri Management Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/RAMJ-07-2022-0108
41. Rameshkumar, M. (2020). Employee engagement as an antecedent of organizational commitment – A study on Indian seafaring officers. The Asian Journal of Shipping and Logistics, 36(3), 105-112. https://doi.org/10.1016/j.ajsl.2019.11.003
42. Kaur, Mandeep., Sinha, Rajendra., Chaudhary, Vijesh., Sikandar, M.A., Jain, Vipin., Gambhir, Vinima., Dhiman, Viney. (2021). Impact of COVID-19 pandemic on the livelihood of employees in different sectors. Materials Today: Proceedings, 1-6. https://doi.org/10.1016/j.matpr.2021.06.229
43. Soleimani, M., Dana, L.P., Salamzadeh, A., Bouzari, P. and Ebrahimi, P. (2022), "The effect of internal branding on organisational financial performance and brand loyalty: mediating role of psychological empowerment", Journal of Asian Business and Economic Studies, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JABES-08-2021-0122
44. Nandy, S., Sondhi, N. and Joshi, H. (2023), "Antecedents and outcomes of brand pride: moderating role of narcissism", Spanish Journal of Marketing - ESIC, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/SJME-04-2022-0083
45. Nelson-Coffey, S. Katherine., O’Brien, Mary M., Braunstein, Bailey M., Mickelson, Kristin D., Ha, Thao. (2021), Health behavior adherence and emotional adjustment during the COVID-19 pandemic in a US nationally representative sample: The roles of prosocial motivation and gratitude. Social Science & Medicine, 284, 1-9. https://doi.org/10.1016/j.socscimed.2021.114243
46. Lee, Ju-Yeon., Kim, Mina., Jhon, Min., Kim, Honey., Kang, Hee-Ju., Ryu, Seunghyong., Kim, Jae-Min., Kim, Sung-Wan. (2021). The association of gratitude with perceived stress among nurses in Korea during COVID-19 outbreak. Archives of Psychiatric Nursing, 35(6), 647-652. https://doi.org/10.1016/j.apnu.2021.10.002
47. Zhu, Ruida., Xu, Zhenhua., Su, Song., Feng, Chunliang., Luo, Yi., Tang, Honghong., Zhang, Shen., Wu, Xiaoyan., Mai, Xiaoqin., Liu, Chao. (2021). From gratitude to injustice: Neurocomputational mechanisms of gratitude-induced injustice. NeuroImage, 245, 1-13. https://doi.org/10.1016/j.neuroimage.2021.118730
48. Mendini, Monica., Peter, Paula C., Maione, Salvatore. (2022). The potential positive effects of time spent on Instagram on consumers’ gratitude, altruism, and willingness to donate. Journal of Business Research, 143, 16-26. https://doi.org/10.1016/j.jbusres.2022.01.046
49. Mittal, S. and Maity, M. (2022), "Is relationship marketing investments–customer gratitude–customer loyalty linkage influenced by contextual and individual moderators? An emerging economy perspective", Journal of Indian Business Research, Vol. 14 No. 4, pp. 492-519. https://doi.org/10.1108/JIBR-11-2021-0375
50. Ferreira, Diogo Cunha., Marques, Rui Cunha., Nunes, Alexandre Morais., Figueira, Jos´e Rui. 2021. Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis. Socio-Economic Planning Sciences, 78, 1-22. https://doi.org/10.1016/j.seps.2021.101036
51. Uzir, Md. Uzir Hossain., Jerin, Ishraq., Halbusi, Hussam Al., Abdul Hamid, Abu Bakar., Abdul Latiff, Ahmad Shaharudin. 2020. Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?. Heliyon, 6(12). https://doi.org/10.1016/j.heliyon.2020.e05710
52. Haron, Razali., Abdul Subar, Noradilah., Ibrahim, Khairunisah. (2020). Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust. Islamic Economic Studies, 28(1), 3-23.
53. Li, Hongxiu., Liu, Yong., Tan, Chee-Wee., Hu, Feng. (2020). Comprehending customer satisfaction with hotels. International Journal of Contemporary Hospitality Management, 32(5), 1713-1735. http://creativecommons.org/licences/by/4.0/legalcode
54. Li, Dan., Li, Kang.(2023). A multi-objective model for cold chain logistics considering customer satisfaction. Alexandria Engineering Journal, 67, 513-523. https://doi.org/10.1016/j.aej.2022.12.067
55. Venkatakrishnan, J., Alagiriswamy, R. and Parayitam, S. (2023), "Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty", The TQM Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/TQM-10-2022-0298
56. Tyrvainen, Olli., Karjaluoto, Heikki., Saarijarvi, Hannu. (2020). Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail. Journal of Retailing and Consumer Services, 57, 1-10. https://doi.org/10.1016/j.jretconser.2020.102233
57. Sundström, Malin., Lidholm, Sara Hjelm. (2020). Re-positioning customer loyalty in a fast moving consumer goods market. Australasian Marketing Journal, 28, 30-34. https://doi.org/10.1016/j.ausmj.2019.09.004
58. Molinillo, Sebastian., Aguilar-Illescas, Rocío., Anaya-Sanchez, Rafael., Carvajal-Trujillo, Elena. (2021). The customer retail app experience: Implications for customer loyalty. Journal of Retailing and Consumer Services, 1-10. https://doi.org/10.1016/j.jretconser.2021.102842
59. Kimura, Makoto. (2020). Customer segment transition through the customer loyalty program. Asia Pacific Journal of Marketing and Logistics, Emerald Publishing Limited, 1-16. https://doi.org/10.1108/APJML-09-2020-0630
60. Fazal-E-Hasan, Syed, Mortimer, Gary, Lings, Ian, & Drennan, Judy (2019) Examining customer-oriented positive deviance intentions of retail employees. International Journal of Retail and Distribution Management, 47(8), pp. 836-854. This file was downloaded from: https://eprints.qut.edu.au/128932/
61. Ji Y, Xu X and Ji J (2022) Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality. Front. Psychol. 13:1025210. doi: 10.3389/fpsyg.2022.1025210
62. IACONo, Joseph LO., WEAVEN, Scott K., GRIFFIN, Deborah. (2016). EXAMINATION INTO THE EFFECTS OF JOB SATISFACTION ON SALESPERSON DEVIANCE: THE MODERATING ROLE OF CUSTOMER ORIENTATION. Journal of Business Economics and Management, 17(2), 173–186.
63. Su, L. S., Raju, S., & Laczniak, R. N. (2021). The Roles of Gratitude and Guilt on Customer Satisfaction in Perceptions of Service Failure and Recovery. Journal of Service Science and Management, 14, 12-33. https://doi.org/10.4236/jssm.2021.141002
64. Amiri Aghdaie, S. F., Torki, L., & Naderi, M. (2022). Analysis the Relationship between Customer Satisfaction, Loyalty and Word-of-Mouth Intentions with Regard to the Moderating Role of Switching Costs of Bank (Case Study: The Bank of Maskan in Ahwaz (. Consumer Behavior Studies Journal, 8(4), 233-250. doi: 10.34785/J018.2022.520
65. Sousa, Cátia & Pinto, Ezequiel & Santos, Joana & Gonçalves, Gabriela. (2021). Effects of work-family and family-work conflict and guilt on job and life satisfaction. Polish Psychological Bulletin. 51. 305-314. 10.24425/ppb.2020.135463
66. Chen, Chi-Ting., Hu, Hsin-Hui “Sunny”., King, Brian. (2018). Shaping the organizational citizenship behavior or workplace deviance: Key determining factors in the hospitality workforce. Journal of Hospitality and Tourism Management, 35, 1-8. https://doi.org/10.1016/j.jhtm.2018.01.003
67. Hulland, j. (1999). Use of partial least squres in stratgic management research: a review of four recent studies .stratgic management journal. 20- 195.
68. Rivard, S., and Huff, S. l. (1988). Factors of success fro end user computing. Communication of the ACM, 31950, 552-570.
69. Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New challenges to international marketing. Emerald Group Publishing Limited.
70. Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern methods for business research, 295(2), 295-33.
71. Stone, M., & Geisser, F. (1975). Cross validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society, 36(2), 111-147