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

Author

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  • Yi, Youjae
  • Nataraajan, Rajan
  • Gong, Taeshik

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.

Suggested Citation

  • Yi, Youjae & Nataraajan, Rajan & Gong, Taeshik, 2011. "Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention," Journal of Business Research, Elsevier, vol. 64(1), pages 87-95, January.
  • Handle: RePEc:eee:jbrese:v:64:y:2011:i:1:p:87-95
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    References listed on IDEAS

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    1. Kelley, Scott W. & Skinner, Steven J. & Donnelly, James Jr., 1992. "Organizational socialization of service customers," Journal of Business Research, Elsevier, vol. 25(3), pages 197-214, November.
    2. Gruen, Thomas W., 1995. "The outcome set of relationship marketing in consumer markets," International Business Review, Elsevier, vol. 4(4), pages 447-469.
    3. Ennew, Christine T. & Binks, Martin R., 1999. "Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study," Journal of Business Research, Elsevier, vol. 46(2), pages 121-132, October.
    4. Kahle, Lynn R & Homer, Pamela M, 1985. " Physical Attractiveness of the Celebrity Endorser: A Social Adaptation Perspective," Journal of Consumer Research, Oxford University Press, vol. 11(4), pages 954-961, March.
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    Citations

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    Cited by:

    1. Pires, Guilherme D. & Dean, Alison & Rehman, Muqqadas, 2015. "Using service logic to redefine exchange in terms of customer and supplier participation," Journal of Business Research, Elsevier, vol. 68(5), pages 925-932.
    2. Revilla-Camacho, María Ángeles & Vega-Vázquez, Manuela & Cossío-Silva, Francisco José, 2015. "Customer participation and citizenship behavior effects on turnover intention," Journal of Business Research, Elsevier, vol. 68(7), pages 1607-1611.
    3. Jin Ho Jung & Jay Jaewon Yoo, 2017. "Customer-to-customer interactions on customer citizenship behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 117-139, March.
    4. Lu-Ming Tseng & Yue-Min Kang, 2015. "Managerial Authority, Turnover Intention and Medical Insurance Claims Adjusters’ Recommendations for Claim Payments," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 40(2), pages 334-352, April.
    5. Le Nguyen Hau & Pham Ngoc Thuy, 2016. "Customer participation to co-create value in human transformative services: a study of higher education and health care services," Service Business, Springer;Pan-Pacific Business Association, vol. 10(3), pages 603-628, September.
    6. Amankwah-Amoah, Joseph & Ifere, Simeon Emezana & Nyuur, Richard B., 2016. "Human capital and strategic persistence: An examination of underperforming workers in two emerging economies," Journal of Business Research, Elsevier, vol. 69(10), pages 4348-4357.
    7. Jung, Jin Ho & Brown, Tom J. & Zablah, Alex R., 2017. "The effect of customer-initiated justice on customer-oriented behaviors," Journal of Business Research, Elsevier, vol. 71(C), pages 38-46.
    8. Yi, Youjae & Gong, Taeshik, 2013. "Customer value co-creation behavior: Scale development and validation," Journal of Business Research, Elsevier, vol. 66(9), pages 1279-1284.
    9. Ngo, Liem Viet & O'Cass, Aron, 2013. "Innovation and business success: The mediating role of customer participation," Journal of Business Research, Elsevier, vol. 66(8), pages 1134-1142.
    10. Amankwah-Amoah, Joseph & Ifere, Simeon & Nyuur, Richard, 2016. "Human capital and strategic persistence: An examination of underperforming workers in two emerging economies," MPRA Paper 71629, University Library of Munich, Germany.
    11. repec:spr:svcbiz:v:11:y:2017:i:2:d:10.1007_s11628-016-0307-4 is not listed on IDEAS
    12. repec:eee:touman:v:42:y:2014:i:c:p:88-100 is not listed on IDEAS
    13. repec:eee:touman:v:59:y:2017:i:c:p:23-35 is not listed on IDEAS
    14. Wallace, Elaine & de Chernatony, Leslie & Buil, Isabel, 2013. "Building bank brands: How leadership behavior influences employee commitment," Journal of Business Research, Elsevier, vol. 66(2), pages 165-171.

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