Detailed Information
Cited 0 time in 
Cited 0 time in 
Cited 0 time in
Metadata Downloads
Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention
- Authors
- Yi, Youjae; Nataraajan, Rajan; Gong, Taeshik
- Issue Date
- Jan-2011
- Publisher
- Elsevier BV
- Keywords
- Customer participation behavior; Customer citizenship behavior; Employee performance; Employee satisfaction; Employee commitment; Turnover intention
- Citation
- Journal of Business Research, v.64, no.1, pp 88 - 96
- Pages
- 9
- Indexed
- SSCI
SCOPUS
- Journal Title
- Journal of Business Research
- Volume
- 64
- Number
- 1
- Start Page
- 88
- End Page
- 96
- ISSN
- 0148-2963
- 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
- Files in This Item
- Go to Link
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.
Related Researcher
- Gong, Taeshik
- COLLEGE OF BUSINESS AND ECONOMICS (DIVISION OF BUSINESS ADMINISTRATION)