If Employees "Go the Extra Mile," Do Customers Reciprocate with Similar Behavior?
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Yi, Youjae | - |
dc.contributor.author | Gong, Taeshik | - |
dc.date.accessioned | 2021-06-23T17:04:39Z | - |
dc.date.available | 2021-06-23T17:04:39Z | - |
dc.date.issued | 2008-10 | - |
dc.identifier.issn | 0742-6046 | - |
dc.identifier.issn | 1520-6793 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/erica/handle/2021.sw.erica/42157 | - |
dc.description.abstract | This study proposes an integrated framework depicting the effects of two types of employee behavior (employee citizenship behavior and employee dysfunctional behavior) on customer satisfaction, which in turn, influences customer commitment. Customer satisfaction and commitment are then expected to affect two types of customer behavior (customer citizenship behavior and customer dysfunctional behavior). A survey of matched responses from 123 employees and 590 customers reveals that employee citizenship behavior, employee dysfunctional behavior, customer satisfaction, and customer commitment are important predictors of customer citizenship behavior and customer dysfunctional behavior. Furthermore, this study identifies variables (relationship age, group size, and communication frequency) that moderate the relationships being considered. The results show that the effects of two types of employee behavior on customer satisfaction are stronger when relationship age and communication frequency are higher. (C) 2008 Wiley Periodicals, Inc. | - |
dc.format.extent | 26 | - |
dc.language | 영어 | - |
dc.language.iso | ENG | - |
dc.publisher | WILEY | - |
dc.title | If Employees "Go the Extra Mile," Do Customers Reciprocate with Similar Behavior? | - |
dc.type | Article | - |
dc.publisher.location | 미국 | - |
dc.identifier.doi | 10.1002/mar.20248 | - |
dc.identifier.scopusid | 2-s2.0-55249103373 | - |
dc.identifier.wosid | 000260874400003 | - |
dc.identifier.bibliographicCitation | PSYCHOLOGY & MARKETING, v.25, no.10, pp 961 - 986 | - |
dc.citation.title | PSYCHOLOGY & MARKETING | - |
dc.citation.volume | 25 | - |
dc.citation.number | 10 | - |
dc.citation.startPage | 961 | - |
dc.citation.endPage | 986 | - |
dc.type.docType | Article | - |
dc.description.isOpenAccess | N | - |
dc.description.journalRegisteredClass | scie | - |
dc.description.journalRegisteredClass | scopus | - |
dc.relation.journalResearchArea | Business & Economics | - |
dc.relation.journalResearchArea | Psychology | - |
dc.relation.journalWebOfScienceCategory | Business | - |
dc.relation.journalWebOfScienceCategory | Psychology, Applied | - |
dc.subject.keywordPlus | ORGANIZATIONAL CITIZENSHIP BEHAVIOR | - |
dc.subject.keywordPlus | PERCEIVED TRUSTWORTHINESS | - |
dc.subject.keywordPlus | COMMUNICATION FREQUENCY | - |
dc.subject.keywordPlus | MODERATING IMPACT | - |
dc.subject.keywordPlus | JOB-SATISFACTION | - |
dc.subject.keywordPlus | SERVICE PROVIDER | - |
dc.subject.keywordPlus | HRM PRACTICES | - |
dc.subject.keywordPlus | PERFORMANCE | - |
dc.subject.keywordPlus | MODEL | - |
dc.subject.keywordPlus | COMMITMENT | - |
dc.identifier.url | https://onlinelibrary.wiley.com/doi/10.1002/mar.20248 | - |
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.
55 Hanyangdeahak-ro, Sangnok-gu, Ansan, Gyeonggi-do, 15588, Korea+82-31-400-4269 sweetbrain@hanyang.ac.kr
COPYRIGHT © 2021 HANYANG UNIVERSITY. ALL RIGHTS RESERVED.
Certain data included herein are derived from the © Web of Science of Clarivate Analytics. All rights reserved.
You may not copy or re-distribute this material in whole or in part without the prior written consent of Clarivate Analytics.