Research Portal

Service worker role in encouraging customer organizational citizenship behaviors

Research output: Contribution to journal › Article › peer-review

Standard Standard

Service worker role in encouraging customer organizational citizenship behaviors. / Bove, L.L.; Pervan, S.J.; Beatty, S.E. et al.
In: Journal of Business Research, Vol. 62, No. 7, 01.07.2009, p. 698–705.

Research output: Contribution to journal › Article › peer-review

HarvardHarvard

Bove, LL, Pervan, SJ, Beatty, SE & Shiu, EM 2009, 'Service worker role in encouraging customer organizational citizenship behaviors', Journal of Business Research, vol. 62, no. 7, pp. 698–705. https://doi.org/10.1016/j.jbusres.2008.07.003

APA

Bove, L. L., Pervan, S. J., Beatty, S. E., & Shiu, E. M. (2009). Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research, 62(7), 698–705. https://doi.org/10.1016/j.jbusres.2008.07.003

CBE

Bove LL, Pervan SJ, Beatty SE, Shiu EM. 2009. Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research. 62(7):698–705. https://doi.org/10.1016/j.jbusres.2008.07.003

MLA

Bove, L.L. et al. "Service worker role in encouraging customer organizational citizenship behaviors". Journal of Business Research. 2009, 62(7). 698–705. https://doi.org/10.1016/j.jbusres.2008.07.003

VancouverVancouver

Bove LL, Pervan SJ, Beatty SE, Shiu EM. Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research. 2009 Jul 1;62(7):698–705. doi: 10.1016/j.jbusres.2008.07.003

Author

Bove, L.L. ; Pervan, S.J. ; Beatty, S.E. et al. / Service worker role in encouraging customer organizational citizenship behaviors. In: Journal of Business Research. 2009 ; Vol. 62, No. 7. pp. 698–705.

RIS

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 -