The role of prosocial and proactive personality in customer citizenship behaviors
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DOI: 10.1108/jcm-01-2018-2518
Abstract: Purpose This study aims to explore customer personality-related antecedents of customer citizenship behaviors (CCBs) that benefit service providers. It also investigates two-step consequences of CCBs: customer satisfaction and intention to continue the relationship. Design/methodology/approach US… read more here.
Keywords: customer; customer citizenship; proactive personality; personality ... See more keywords
Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement
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DOI: 10.1108/jstp-12-2021-0256
Abstract: PurposeWhile the positive effects of customer citizenship behavior are well established, research on its potential negative consequences is scarce. This study aims to examine the indirect relationship between customer citizenship and dysfunctional customers via customer… read more here.
Keywords: customer citizenship; citizenship; customer; study ... See more keywords
HOW GREEN HOTEL PRACTICES STIMULATES CUSTOMER CITIZENSHIP BEHAVIOR? EXAMINING THE ROLE OF GREEN HOTEL MAGE AND CUSTOMER SATISFACTION IN VIETNAM
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DOI: 10.30892/gtg.40133-829
Abstract: The main purpose of this research is to propose and empirical test a conceptual model that clarifies the relationship between green hotel practices and customer citizenship behavior (CCB) with the mediating role is green hotel… read more here.
Keywords: hotel; customer citizenship; citizenship behavior; green hotel ... See more keywords
Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context
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DOI: 10.3389/fpsyg.2021.658153
Abstract: Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings.… read more here.
Keywords: recovery; recovery expectation; expectation; service recovery ... See more keywords
Influence Mechanism of Social Support of Online Travel Platform on Customer Citizenship Behavior
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DOI: 10.3389/fpsyg.2022.842138
Abstract: Customer citizenship behavior has attracted widespread attention from scholars due to its capacity of enabling enterprises to gain competitive advantages of low costs and high efficiency by giving full play to the initiative of customers.… read more here.
Keywords: influence; customer citizenship; customer; social support ... See more keywords
Managing Customer Citizenship Behavior in Aviation Sector Through Relational Benefits: Mediating Role of Relationship Quality
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DOI: 10.3389/fpsyg.2022.917434
Abstract: The aim of this research is to investigate the mediating role of relationship quality in the relationship between relational benefits and customer citizenship behavior. Data were gathered through a systematic sampling from 334 passengers. A… read more here.
Keywords: relationship; customer citizenship; relationship quality;
Business Model Design and Customer Loyalty: The Mediating Role of Customer Citizenship Behavior
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DOI: 10.3390/su12177047
Abstract: An increasing number of scholars and practitioners are advocating for the exploration of the demand-side consequences of business model (BM) design from the customer’s perceptual perspective. Consistent with this view, this paper discusses how BM… read more here.
Keywords: citizenship behavior; customer; customer loyalty; customer citizenship ... See more keywords