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

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