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

Journal of Business Research

Volumn 64, Issue 1, 2011, Pages 87-95

  Yi, Youjae ^a   Nataraajan, Rajan ^b   Gong, Taeshik ^a  

^a Seoul National University   (South Korea)

^b AUBURN UNIVERSITY   (United States)

Author keywords

Customer citizenship behavior; Customer participation behavior; Employee commitment; Employee performance; Employee satisfaction; Turnover intention

Indexed keywords

EID: 78449243979     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2009.12.007     Document Type: Article

References (68)

1. Ahearne M., Gruen T.W., Jarvis C.B. If looks could sell: moderation and mediation of the attractiveness effect on salesperson performance. Int J Res Mark 1999, 16(4):269-284.
2. Ahearne M., Bhattacharya C.B., Gruen T.W. Antecedents and consequences of customer-company identification: expanding the role of relationship marketing. J Appl Psychol 2005, 90(3):574-585.
3. Bagozzi R.P., Yi Y. On the evaluation of structural equation models. J Acad Mark Sci 1988, 16(Spring):74-94.
4. Bandura A. Social foundations of thought and action: a social cognitive theory 1986, Prentice-Hall, Englewood Cliffs, NJ.
5. Bateson J.E.G., Hoffman D.K. Managing services marketing: text and readings 1999, The Dryden Press, Fort Worth.
6. Bendapudi N., Leone R.P. Psychological implications of customer participation in co-production. J Mark 2003, 67:14-28. (January).
7. Bettencourt L.A. Customer voluntary performance: customers as partners in service delivery. J Retail 1997, 73(3):383-406.
8. Bettencourt LA, Brown SW. Role stressors and customer-oriented boundary-spanning behaviors in service organizations. J Acad Mark Sci 2003;31(4):394-408.
9. Bliese P.D. Within-group agreement, non-independence, and reliability: implications for data aggregation and analysis. Multilevel theory, research, and methods in organizations: foundations, extensions, and new directions 2000, Jossey-Bass, San Francisco. K.J. Klein, S.W.J. Kozlowski (Eds.).
10. Bolino M.C., Turnley W.H., Bloodgood James M. Citizenship behavior and the creation of social capital in organizations. Acad Manag Rev 2002, 27(4):505-522.
11. Bollen K.A., Paxton P. Interactions of latent variables in structural equation models. Struct Equation Model 1988, 5(3):267-293.
12. Bove L.L., Pervan S.J., Beatty S.E., Shiu E. Service worker role in encouraging customer organizational citizenship behaviors. J Bus Res 2008, 62(7):698-705.
13. Bowen D.E. Managing customers as human resources in service organizations. Hum Resour Manag 1986, 25(3):371-383.
14. Bowen D.E., Schneider B. Services marketing and management: implications for organizational behavior. Research in organizational behavior 1988, vol. 10:43-80. JAI Press Inc., Greenwich, CT.
15. Chase R.B. Customer contact approach to services: theoretical bases and practical extensions. Operations Res 1981, 29(4):698-706.
16. Chin W.W. Issues and opinion on structural equation modeling. MIS Quart 1998, 22(1):7-16.
17. Chin W.W. The partial least squares approach to structural equation modelling. Modern methods for business research 1998, 295-336. Lawrence Erlbaum Associates, Mahwah, NJ. G.A. Marcoulides (Ed.).
18. Chin W.W., Marcolin B.L., Newsted P.R. A partial least squares latent variable modeling approach for measuring interaction effects: results from a Monte Carlo simulation study and voice mail emotion/adoption study. Inf Syst Res 2003, 14(2):189-217.
19. Christen M., Iver G., Soberman D. Job satisfaction, job performance, and effort: a reexamination using agency theory. J Mark 2006, 70:137-150. (January).
20. Compeau D.R., Higgins C.A. Application of aocial cognitive theory to training for computer skills. Inf Syst Res 1995, 6(2):118-143.
21. Cropanzano R., Mitchell M.S. Social exchange theory: an interdisciplinary review. J Manag 2005, 31(6):874-900.
22. Doney P.M., Cannon J.P. An examination of the nature of trust in buyer-seller relationships. J Mark 1997, 61:35-51. (April).
23. Edwards J.R. To prosper, organizational psychology should overcome methodological barriers to progress. J Org Behav 2008, 29(4):469-491.
24. Eiglier P., Langeard E. Servuction 1987, McGraw-Hill, Paris.
25. Ennew C.T., Binks M.R. Impact of participative service relationships on quality, satisfaction and retention: an exploratory study. J Bus Res 1999, 46(2):121-132.
26. Fitzsimmons J.A. Consumer participation and productivity in service operations. Interfaces 1985, 15(3):60-67.
27. Fornell C., Larcker D.F. Evaluating structural equation models with unobservable variables and measurement error. J Mark Res 1981, 18(1):39-50.
28. Ganesan S., Weitz B.A. The impact of staffing policies on retail buyer job attitudes and behaviors. J Retail 1996, 72(1):31-56.
29. Groth M. Customers as good soldiers: examining citizenship behaviors in internet service deliveries. J Manag 2005, 31(1):7-27.
30. Grove S.J., Fisk R.P., Bitner M.J. Dramatizing the service experience: a managerial approach. Advances in service marketing and management: research and practice 1992, vol. 1. JAI Press, Greenwich, CT. T.A. Swartz, D.E. Bowen, S.W. Brown (Eds.).
31. Gruen TW. The outcome set of relationship marketing in consumer markets. Int Bus Rev 1995;4(4):447-69.
32. Holzwarth M., Janiszewski C., Neumann M.M. The influence of avatars on online consumer shopping behavior. J Mark 2006, 70:19-36. (October).
33. Homburg C., Grozdanovic M., Klarmann M. Responsiveness to customers and competitors: the role of affective and cognitive organizational systems. J Mark 2007, 71(3):18-38.
34. Homburg C., Wieseke J., Hoyer W.D. Social identity and the service-profit chain. J Mark 2009, 73:38-54. March.
35. James L.R. Aggregation bias in estimates of perceptual agreement. J Appl Psychol 1982, 67(2):219-229.
36. Johnston M.W., Parasuraman A., Futrell C.M., Black W.C. A longitudinal assessment of the impact of selected organizational influences on salespeople's organizational commitment during early employment. J Mark Res 1990, 27:333-344. August.
37. Kahle L.R., Homer P.M. Physical attractiveness of the celebrity endorser: a social adaptation persepective. J Consum Res 1985, 11:954-961. March.
38. Kelley S.W., Donnelly J.H., Skinner S.J. Customer participation in service production and delivery. J Retail 1990, 66(Fall):315-335.
39. Kelley S.W., Skinner S.J., Donnelly J.H. Organizational socialization of service customers. J Bus Res 1992, 25(3):197-214.
40. Larsson R., Bowen D.E. Organization and customer: managing design and coordination of services. Acad Manag Rev 1989, 14(2):213-233.
41. Lovelock C.H., Young R.F. Look to consumers to increase productivity. Harvard Bus Rev 1979, 57:168-178. (May-June).
42. Maltz E., Kohli A.K. Market intelligence dissemination across functional boundaries. J Mark Res 1996, 33(1):47-61.
43. McGuire W.J. Attitudes and attitude change. Handbook of social psychology 1985, vol. 2:233-346. Random House, New York.
44. Mills P.K., Morris J.H. Clients as "partial" employees of service organizations: role development in client participation. Acad Manag Rev 1986, 11(4):726-735.
45. Motowidlo SJ, van Scotter JR. Evidence that task performance should be distinguished from contextual performance. J Appl Psychol 1994;79(4):475-80.
46. Nahapiet J., Ghoshal S. Social capital, intellectual capital, and the organizational advantage. Acad Manag Rev 1998, 23(2):242-266.
47. Netemeyer R.G., Boles J.S., McKee D.O., McMurrian R. An investigation into the antecedents of organizational citizenship behaviors in a personal selling context. J Mark 1997, 61(3):85-98.
48. Podsakoff P.M., MacKenzie S.B., Paine J.B., Bachrach D.G. Organizational citizenship behaviors: a critical review of the theoretical and empirical literature and suggestions for future research. J Manag 2000, 26(3):513-563.
49. Pugh S.D. Service with a smile: emotional contagion in the service encounter. Acad Manag J 2001, 44(5):1018-1027.
50. Rodie A.R., Kleine S.S. Customer participation in services production and delivery. Handbook of services marketing and management 2000, 205-213. Sage Publications, Thousand Oaks, CA. T.A. Swartz, D. Iacobucci (Eds.).
51. Rosenbaum M.S., Massiah C.A. When customers receive support from other customers: exploring the influence of intercustomer social support on customer voluntary performance. J Serv Res 2007, 9(3):257-270.
52. Rousseau D.M. Assessment of technology in organizations: closed versus open systems approaches. Acad Manag Rev 1979, 4(4):531-542.
53. Schneider B., White S.S. Service quality: research perspectives 2004, Sage Publications, Thousand Oaks, CA.
54. Schneider B., White S.S., Paul M.C. Linking service climate and customer perception of service quality: test of a causal model. J Appl Psychol 1998, 83(2):150-163.
55. Scott W.R. Organizations: rational, natural, and open systems 2003, Prentice Hall, Upper Saddle River, NJ.
56. Singh J., Goolsby J.R., Rhoads G.K. Behavioral and psychological consequences of boundary spanning burnout for customer service representatives. J Mark Res 1994, 31(4):558-569.
57. Skaggs B.C., Youndt M. Strategic positioning, human capital, and performance in service organizations: a customer interaction approach. Strat Manag J 2004, 25(1):85-99.
58. Soteriou A.C., Chase R.B. Linking the customer contact model to service quality. J Operations Manag 1998, 16(4):495-508.
59. Tepper B.J., Duffy M.K., Hoobler J., Ensley M.D. Moderators of the relationships between coworkers' organizational citizenship behavior and fellow employees' attitudes. J Appl Psychol 2004, 89(3):455-465.
60. Thompson J.D. Organizations in action: social science bases in administrative behavior 1967, McGraw-Hill, New York.
61. Turban D.B., Jones A.P. Supervisor-subordinate similarity: types, effects, and mechanisms. J Appl Psychol 1988, 73(2):228-234.
62. Vargo S.L., Lusch R.F. Evolving to a new dominant logic for marketing. J Mark 2004, 68:1-17. (January).
63. Wagner T., Hennig-Thurau T., Rudolph T. Does customer demotion jeopardize loyalty?. J Mark 2009, 73(3):69-85.
64. Wayne S.J., Ferris G.R. Influence tactics, affect, and exchange quality in supervisor-subordinate interactions: a laboratory experiment and field study. J Appl Psychol 1990, 75(5):487-499.
65. Wayne S.J., Liden R.C., Graf I.K., Ferris G.R. The role of upward influence tactics in human resource decisions. Personnel Psychol 1997, 50(4):979-1006.
66. Williams JA, Anderson HH. Engaging customers in service creation: a theater perspective. J Serv Mark 2005;19(1):13-23.
67. Yi Y., Gong T. If employees "go the extra mile", do customers reciprocate with similar behavior?. Psychol Mark 2008, 25(10):961-986.
68. Zeithaml V.A., Bitner M.J., Gremler D.D. Services marketing: integrating customer focus across the firm 2006, McGraw-Hill Companies, Boston, MA.