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

Yi, Youjae and Nataraajan, Rajan and Gong, Taeshik (2011) Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention. Journal of Business Research, 64 (1). pp. 87-95. ISSN 0148-2963

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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.

Item type: Article
ID code: 33541
Keywords: customer participation behavior, customer citizenship behavior, employee performance, employee satisfaction, employee commitment, turnover intention, citizenship behavioural influences, Marketing. Distribution of products, Marketing
Subjects: Social Sciences > Commerce > Marketing. Distribution of products
Department: Strathclyde Business School > Marketing
Related URLs:
    Depositing user: Pure Administrator
    Date Deposited: 21 Sep 2011 16:25
    Last modified: 05 Sep 2014 10:52
    URI: http://strathprints.strath.ac.uk/id/eprint/33541

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