Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention

被引：0

作者：

Yi, Youjae ^{[2
]}

Nataraajan, Rajan ^{[1
]}

Gong, Taeshik ^{[2
]}

机构：

[1] Auburn Univ, Dept Mkt, Coll Business, Auburn, AL 36849 USA

[2] Seoul Natl Univ, Coll Business Adm, Seoul 151916, South Korea

来源：

JOURNAL OF BUSINESS RESEARCH | 2011年 / 64卷 / 01期

关键词：

Customer participation behavior; Customer citizenship behavior; Employee performance; Employee satisfaction; Employee commitment; Turnover intention; SERVICE ORGANIZATIONS; INFLUENCE TACTICS; QUALITY; IMPACT; ATTRACTIVENESS; CONSEQUENCES; ANTECEDENTS; LINKING; IF;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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 (C) 2010 Elsevier Inc All rights reserved

引用

页码：88 / 96

页数：9

共 50 条

[1] Customer participation and citizenship behavior effects on turnover intention
Angeles Revilla-Camacho, Maria
Vega-Vazquez, Manuela
Jose Cossio-Silva, Francisco
JOURNAL OF BUSINESS RESEARCH, 2015, 68 (07) : 1607 - 1611
[2] The influences of job satisfaction and organizational commitment on turnover intention
Tnay, Evelyn
Othman, Abg Ekhsan Abg
Siong, Heng Chin
Lim, Sheilla Lim Omar
9TH INTERNATIONAL CONFERENCE ON COGNITIVE SCIENCE, 2013, 97 : 201 - 208
[3] The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective
Han, Jung Woo
Kok, Seng Kiat
McClelland, Rebert
CORPORATE SOCIAL RESPONSIBILITY AND ENVIRONMENTAL MANAGEMENT, 2023, 30 (06) : 3006 - 3019
[4] Linking authentic leadership and employee turnover intention: the influences of sense of calling and job satisfaction
Liu, Ziyu
Wong, Hung
LEADERSHIP & ORGANIZATION DEVELOPMENT JOURNAL, 2023, 44 (05) : 585 - 608
[5] To leave or not to leave: When receiving interpersonal citizenship behavior influences an employee's turnover intention
Regts, Gerdien
Molleman, Eric
HUMAN RELATIONS, 2013, 66 (02) : 193 - 218
[6] Influence of customer verbal aggression on employee turnover intention
Li, Xiaoyan
Zhou, Erhua
MANAGEMENT DECISION, 2013, 51 (04) : 890 - 912
[7] Employee participation and turnover intention Exploring the explanatory roles of organizational justice and learning goal satisfaction
Kumar, Manish
Jauhari, Hemang
JOURNAL OF WORKPLACE LEARNING, 2016, 28 (08) : 496 - 509
[8] THE INFLUENCE OF ETHICAL FIT ON EMPLOYEE SATISFACTION, COMMITMENT AND TURNOVER
SIMS, RL
KROECK, KG
JOURNAL OF BUSINESS ETHICS, 1994, 13 (12) : 939 - 947
[9] Nonlinear effects of employee engagement and satisfaction on turnover intention
Oh, Haemoon
Jeong, Miyoung
Shin, Hyejo Hailey
Schweyer, Allan
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2023, 35 (07) : 2410 - 2436
[10] Organisational citizenship behaviours: Their influences on mineworkers' turnover intention
Ngqeza, Khayalethu
Dhanpat, Nelesh
JOURNAL OF PSYCHOLOGY IN AFRICA, 2022, 32 (01) : 21 - 25

← 1 2 3 4 5 →