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Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization

Robertson, Nichola, Bove, Liliana L. and Pervan, Simon J. 2003, Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization, in Marketing across borders and boundaries understanding cross-functional and inter-disciplinary interfaces within an increasingly global environment : Perth, Western Australia, June 11-14, 2003, [Academy of Marketing Science], [Perth, W.A.], pp. 1-6.

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Title Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization
Author(s) Robertson, Nichola
Bove, Liliana L.
Pervan, Simon J.
Conference name World Marketing Congress (7th : 2003 : Perth, Western Australia)
Conference location Perth, Western Australia
Conference dates June 11-14 2003
Title of proceedings Marketing across borders and boundaries understanding cross-functional and inter-disciplinary interfaces within an increasingly global environment : Perth, Western Australia, June 11-14, 2003
Editor(s) Lewin, Jeffrey E.
Publication date 2003
Start page 1
End page 6
Publisher [Academy of Marketing Science]
Place of publication [Perth, W.A.]
Summary This paper conceptualizes the positive relationship between customer loyalty to the service worker (personal loyalty) and customer citizenship behaviors to the service organization including: positive word of mouth; suggestions for improvements; customer participation in activities; benevolent acts of service facilitation; customer policing; customer flexibility; customer voice and displays of relationship affiliation.
ISBN 0939783061
9780939783069
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1.1 Full written paper - refereed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30006212

Document type: Conference Paper
Collection: Deakin Graduate School of Business
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