Service worker role in encouraging customer organizational citizenship behaviors
Bove, L. L., Pervan, S. J., Beatty, S. E. and Shiu, E., 2009. Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research, 62 (7), pp. 698-705.
Related documents:This repository does not currently have the full-text of this item.
You may be able to access a copy if URLs are provided below. (Contact Author)
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.
|Creators||Bove, L. L., Pervan, S. J., Beatty, S. E. and Shiu, E.|
|Uncontrolled Keywords||commitment, trust, service worker, organizational citizenship behaviors|
|Departments||School of Management|
Actions (login required)