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

conference contribution
posted on 2003-01-01, 00:00 authored by Nichola RobertsonNichola Robertson, L Bove, Simon Pervan
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.

History

Event

World Marketing Congress (7th : 2003 : Perth, Western Australia)

Pagination

1 - 6

Publisher

[Academy of Marketing Science]

Location

Perth, Western Australia

Place of publication

[Perth, W.A.]

Start date

2003-06-11

End date

2003-06-14

ISBN-13

9780939783069

ISBN-10

0939783061

Language

eng

Publication classification

E1.1 Full written paper - refereed

Editor/Contributor(s)

J Lewin

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

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