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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Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization
Marketing across borders and boundaries understanding cross-functional and inter-disciplinary interfaces within an increasingly global environment : Perth, Western Australia, June 11-14, 2003
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.
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