Service worker role in encouraging customer organizational citizenship behaviors

被引：319

作者：

Bove, Liliana L. ^{[1
]}

Pervan, Simon J. ^{[2
]}

Beatty, Sharon E. ^{[3
]}

Shiu, Edward ^{[4
]}

机构：

[1] Univ Melbourne, Melbourne, Vic 3010, Australia

[2] Univ Bath, Bath BA2 7AY, Avon, England

[3] Univ Alabama, Tuscaloosa, AL 35487 USA

[4] Univ Strathclyde, Glasgow G1 1XQ, Lanark, Scotland

来源：

JOURNAL OF BUSINESS RESEARCH | 2009年 / 62卷 / 07期

关键词：

Organizational citizenship behaviors; Service worker; Trust; Commitment; JOB-SATISFACTION; GOOD SOLDIERS; COMMITMENT; TRUST; ANTECEDENTS; CONSEQUENCES; MANAGEMENT; ORIENTATION; EMPLOYEES; BENEFITS;

D O I：

10.1016/j.jbusres.2008.07.003

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Assessment of the role of the individual service worker in encouraging customer organizational citizenship behaviors (customer OCBs) is the primary focus of this paper. The researchers investigate this topic empirically across three service contexts. Customer OCBs are voluntary, outside of the customer's required role for service delivery, which provide help and assistance and are conducive to effective organizational functioning. In this paper, commitment to the service worker is the strongest predictor of customer OCBs. Further, personal loyalty to the service worker serves as a partial mediator of the effects of perceived benevolence of the service worker and commitment to the service worker on customer OCBs. Finally, theoretical, managerial and future research implications are included. (C) 2008 Elsevier Inc. All rights reserved.

引用

页码：698 / 705

页数：8

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