PurposeThe purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran.Design/methodology/approachThe authors perform a review of the set of attributes which are capable of being incorporated in the measure of customer satisfaction for Islamic banks. Later, the possibility is posed of grouping these attributes into dimensions of quality, proceeding to value various alternative structures by means of confirmatory factor analysis methodology and testing their reliability and validity.FindingsThe findings from this study reveal that service quality in Iranian banking adopting the commercial format of Islamic services has a two‐factor structure: Value proposition quality and Service delivery quality.Originality/valueThe paper contributes to the literature on Islamic Banking in a Middle Eastern economy.

Background:The role of nurses in providing high quality healthcare to patients is so important that creating a desirable working environment to enhance their overall performance is unavoidable. This paper aimed to explore the impact of psychological capital on mental health by investigating the mediating effects of job burnout on this relationship. Methods and material:The data used in this research was obtained via a survey conducted among selected Iranian nurses in public hospitals. In total, 450 questionnaires were distributed and 384 were completed and returned. Collected data was analysed using Structural Equation Modelling (SEM).Results: Findings showed that there is a significant relationship between psychological capital, job burnout and mental health; also, there is a significant negative relationship between psychological capital and job burnout, and a significant positive relationship between psychological capital and mental health. Conclusion:The results have several important practical implications for human resource management in Iranian public hospitals. According to the results of this study, reducing job burnout is an important factor in enhancing psychological capital and can positively enhance nurses' mental health.

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Purpose -The purpose of this paper is to investigate the effects of internal marketing on service quality and the mediating role of OCB in their relationship. Design/methodology/approach -A total of 162 random samples of the customers and employees of the Greater Tehran Gas Company were taken. The applied research methodology is based on survey design techniques, specifically structural equations modelling. To test the model questionnaire was designed, applied and then analyzed. Findings -Findings clearly demonstrate that internal marketing actions can have a direct, meaningful and positive effect on organizational citizenship behaviours. Furthermore, the conceptual model shows that organizational citizenship behaviours act as a mediator between internal marketing and service quality.Research limitations/implications -The present study does have a number of methodological limitations that suggest areas for future research. First, the sample was from a public company, and this unique setting may limit the external validity of the findings. Second, the country in which the authors tested the hypothesis is an Islamic country with different cultural values from western countries and this fact might limit the generalization of the findings. But the authors believe that the proposed model and results of this research can aid service organization to offer better service quality to both their internal and external customers. Originality/value -The paper may be of high value to researchers and managers in Marketing and Human Resource Management scopes. Results of this research have valuable guideline that can have tangible outcome for organization.