Service worker role in encouraging customer organizational citizenship behaviors

L. Bove, S. Pervan, S. Beatty, E.M.K. Shiu

Research output: Contribution to journalArticle

202 Citations (Scopus)

Abstract

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.
Original languageEnglish
Pages (from-to)698-705
Number of pages7
JournalJournal of Business Research
Volume62
Issue number7
DOIs
Publication statusPublished - Jul 2009

Keywords

  • organizational citizenship behaviors
  • service worker
  • trust
  • commitment

Fingerprint Dive into the research topics of 'Service worker role in encouraging customer organizational citizenship behaviors'. Together they form a unique fingerprint.

  • Cite this