Service worker role in encouraging customer organizational citizenship behaviors
Allbwn ymchwil: Cyfraniad at gyfnodolyn › Erthygl › adolygiad gan gymheiriaid
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Yn: Journal of Business Research, Cyfrol 62, Rhif 7, 01.07.2009, t. 698–705.
Allbwn ymchwil: Cyfraniad at gyfnodolyn › Erthygl › adolygiad gan gymheiriaid
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TY - JOUR
T1 - Service worker role in encouraging customer organizational citizenship behaviors
AU - Bove, L.L.
AU - Pervan, S.J.
AU - Beatty, S.E.
AU - Shiu, E.M.
PY - 2009/7/1
Y1 - 2009/7/1
N2 - Assessment of the role of the individual service worker in encouraging customer organizational citizenship behaviors (customer OCBs) is the primary focus of this paper. The researchers investigate this topic empirically across three service contexts. Customer OCBs are voluntary, outside of the customer's required role for service delivery, which provide help and assistance and are conducive to effective organizational functioning. In this paper, commitment to the service worker is the strongest predictor of customer OCBs. Further, personal loyalty to the service worker serves as a partial mediator of the effects of perceived benevolence of the service worker and commitment to the service worker on customer OCBs. Finally, theoretical, managerial and future research implications are included.
AB - Assessment of the role of the individual service worker in encouraging customer organizational citizenship behaviors (customer OCBs) is the primary focus of this paper. The researchers investigate this topic empirically across three service contexts. Customer OCBs are voluntary, outside of the customer's required role for service delivery, which provide help and assistance and are conducive to effective organizational functioning. In this paper, commitment to the service worker is the strongest predictor of customer OCBs. Further, personal loyalty to the service worker serves as a partial mediator of the effects of perceived benevolence of the service worker and commitment to the service worker on customer OCBs. Finally, theoretical, managerial and future research implications are included.
U2 - 10.1016/j.jbusres.2008.07.003
DO - 10.1016/j.jbusres.2008.07.003
M3 - Article
VL - 62
SP - 698
EP - 705
JO - Journal of Business Research
JF - Journal of Business Research
SN - 0148-2963
IS - 7
ER -