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Open Access research with a European policy impact...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by Strathclyde researchers, including by researchers from the European Policies Research Centre (EPRC).

EPRC is a leading institute in Europe for comparative research on public policy, with a particular focus on regional development policies. Spanning 30 European countries, EPRC research programmes have a strong emphasis on applied research and knowledge exchange, including the provision of policy advice to EU institutions and national and sub-national government authorities throughout Europe.

Explore research outputs by the European Policies Research Centre...

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.