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

Youjae Yi, Rajan Nataraajan, Taeshik Gong

Research output: Contribution to journalArticle

150 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)87-95
Number of pages9
JournalJournal of Business Research
Volume64
Issue number1
Early online date12 Jan 2010
DOIs
Publication statusPublished - Jan 2011

Keywords

  • customer participation behavior
  • customer citizenship behavior
  • employee performance
  • employee satisfaction
  • employee commitment
  • turnover intention
  • citizenship behavioural influences

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