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

113 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.
LanguageEnglish
Pages87-95
Number of pages9
JournalJournal of Business Research
Volume64
Issue number1
Early online date12 Jan 2010
DOIs
Publication statusPublished - Jan 2011

Fingerprint

Citizenship behavior
Employees
Customer participation
Citizenship
Turnover intention
Employee performance
Laboratory experiments
Managers
Indirect effects
Service delivery
Customer behavior
Marketing
Employee satisfaction

Keywords

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

Cite this

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Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention. / Yi, Youjae; Nataraajan, Rajan; Gong, Taeshik.

In: Journal of Business Research, Vol. 64, No. 1, 01.2011, p. 87-95.

Research output: Contribution to journalArticle

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