The influence of employee organizational citizenship behavior on customer loyalty

This work analyzes the effect that service company employee behavior has on customer perceptions of the quality of services received, and the consequent company performance. Organizational citizenship behavior has been recognized as relevant behavior of some employees, but its role regarding custome...

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Veröffentlicht in:International journal of service industry management 2004-01, Vol.15 (1), p.27-53
Hauptverfasser: Barroso Castro, Carmen, Martín Armario, Enrique, Martín Ruiz, David
Format: Artikel
Sprache:eng
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Zusammenfassung:This work analyzes the effect that service company employee behavior has on customer perceptions of the quality of services received, and the consequent company performance. Organizational citizenship behavior has been recognized as relevant behavior of some employees, but its role regarding customer perceptions and company profitability remains unexplored. Beginning with a brief review of the conceptual background of organizational citizenship behavior, service quality, and its consequences, this paper proposes a model to test these relationships empirically. Some helpful recommendations for managing service companies are presented.
ISSN:0956-4233
1757-5818
1758-6704
1757-5826
DOI:10.1108/09564230410523321