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. Attached Files Name Description MIMEType Size Downloads Title Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization Author(s) Robertson, Nichola orcid.org/0000-0002-9564-0945 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 Collections: Faculty of Business and Law Deakin Business School Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Wed, 18 Feb 2009, 11:21:14 EST Tue, 23 Jun 2009, 12:33:20 EST Mon, 19 Apr 2010, 16:38:20 EST Fri, 17 Oct 2014, 08:48:59 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 1451 Abstract Views, 0 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 10:00:14 EST