The Costs of Customer Service Citizenship Behaviors: A Qualitative Study
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DOI: 10.3389/fpsyg.2020.00460
Abstract: Organizational citizenship behaviors (OCBs) – behaviors not formally required or rewarded by the organization, but which promote its effectiveness – can be directed at coworkers, the organization itself or other stakeholders. OCBs directed at customers… read more here.
Keywords: customer service; informal resources; customer; service ... See more keywords