Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention
Despite increasing awareness of the importance of customer behaviors in service delivery, understanding consequences relating to employees receives little attention. Therefore, using data from a large electronic firm relating to customers, employees, and managers, this study examines the effects of...
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| Veröffentlicht in: | Journal of business research 2011, Vol.64 (1), p.87-95 |
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| container_end_page | 95 |
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| container_issue | 1 |
| container_start_page | 87 |
| container_title | Journal of business research |
| container_volume | 64 |
| creator | Yi, Youjae Nataraajan, Rajan Gong, Taeshik |
| description | Despite increasing awareness of the importance of customer behaviors in service delivery, understanding consequences relating to employees receives little attention. Therefore, using data from a large electronic firm relating to customers, employees, and managers, this study examines the effects of customer participation and citizenship behavior on employee performance, satisfaction and commitment, as well as indirect effects on turnover intention. Furthermore, the study examines how similarity and likeability moderate the effects of customer participation and citizenship behavior on employee satisfaction. The study also includes a laboratory experiment and provides further support for causal direction. The article discusses marketing implications of the results. |
| doi_str_mv | 10.1016/j.jbusres.2009.12.007 |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 0148-2963 |
| ispartof | Journal of business research, 2011, Vol.64 (1), p.87-95 |
| issn | 0148-2963 1873-7978 |
| language | eng |
| recordid | cdi_proquest_miscellaneous_816380783 |
| source | RePEc; Elsevier ScienceDirect Journals Complete |
| subjects | Causality Citizenship Commitments Consumer behavior Customer citizenship behavior Customer participation behavior Customer participation behavior Customer citizenship behavior Employee performance Employee satisfaction Employee commitment Turnover intention Customer service Employee commitment Employee performance Employee satisfaction Employee turnover Employees Experiments Interpersonal relations Job satisfaction Marketing Organizational behavior Satisfaction Studies Turnover Turnover intention |
| title | Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention |
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