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

Abstract

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