메뉴 건너뛰기




Volumn 31, Issue 4, 2014, Pages 251-263

Personality Antecedents of Customer Citizenship Behaviors in Online Shopping Situations

Author keywords

[No Author keywords available]

Indexed keywords


EID: 84897705229     PISSN: 07426046     EISSN: 15206793     Source Type: Journal    
DOI: 10.1002/mar.20692     Document Type: Article
Times cited : (98)

References (77)
  • 1
    • 0032282898 scopus 로고    scopus 로고
    • Empathy versus pride: The influence of emotional appeals across cultures
    • Aaker, J. L., & Williams, P. (1998). Empathy versus pride: The influence of emotional appeals across cultures. Journal of Consumer Research, 25, 241-261.
    • (1998) Journal of Consumer Research , vol.25 , pp. 241-261
    • Aaker, J.L.1    Williams, P.2
  • 2
    • 20444485853 scopus 로고    scopus 로고
    • Antecedents and consequences of customer-company identification: Expanding the role of relationship marketing
    • Ahearne, M., Bhattacharya, C. B., & Gruen, T. (2005). Antecedents and consequences of customer-company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90, 574-585.
    • (2005) Journal of Applied Psychology , vol.90 , pp. 574-585
    • Ahearne, M.1    Bhattacharya, C.B.2    Gruen, T.3
  • 3
    • 84875632601 scopus 로고    scopus 로고
    • Encounter-based antecedents of e-customer citizenship behaviors
    • Anaza, N. A., & Zhao, J. (2013). Encounter-based antecedents of e-customer citizenship behaviors. Journal of Services Marketing, 27, 130-140.
    • (2013) Journal of Services Marketing , vol.27 , pp. 130-140
    • Anaza, N.A.1    Zhao, J.2
  • 5
    • 0041766201 scopus 로고    scopus 로고
    • Customer satisfaction in virtual environments: A study of online investing
    • Balasubramanian, S., Konana, P., & Menon, N. M. (2003). Customer satisfaction in virtual environments: A study of online investing. Management Science, 49, 871-889.
    • (2003) Management Science , vol.49 , pp. 871-889
    • Balasubramanian, S.1    Konana, P.2    Menon, N.M.3
  • 6
    • 78449255285 scopus 로고    scopus 로고
    • Investigating mediators between corporate reputation and customer citizenship behaviors
    • Bartikowski, B., & Walsh, G. (2011). Investigating mediators between corporate reputation and customer citizenship behaviors. Journal of Business Research, 64, 39-44.
    • (2011) Journal of Business Research , vol.64 , pp. 39-44
    • Bartikowski, B.1    Walsh, G.2
  • 7
    • 0000552706 scopus 로고
    • Adults' emotional reactions to the distress of others
    • N. Eisenberg & J. Strayer (Eds.) New York: Press Syndicate of University of Cambridge.
    • Batson, C. D., Fultz, J., & Schoenrade, P. A. (1987). Adults' emotional reactions to the distress of others. In N. Eisenberg & J. Strayer (Eds.), Empathy and its development (pp. 163-184). New York: Press Syndicate of University of Cambridge.
    • (1987) Empathy and its development , pp. 163-184
    • Batson, C.D.1    Fultz, J.2    Schoenrade, P.A.3
  • 9
    • 0031229627 scopus 로고    scopus 로고
    • Customer voluntary performance: Customers as partners in service delivery
    • Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73, 383-406.
    • (1997) Journal of Retailing , vol.73 , pp. 383-406
    • Bettencourt, L.A.1
  • 10
    • 85047685840 scopus 로고    scopus 로고
    • A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors
    • Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86, 29-41.
    • (2001) Journal of Applied Psychology , vol.86 , pp. 29-41
    • Bettencourt, L.A.1    Gwinner, K.P.2    Meuter, M.L.3
  • 11
    • 0040756397 scopus 로고    scopus 로고
    • Internet forms as influential sources of consumer information
    • Bickart, B., & Schindler, R. M. (2001). Internet forms as influential sources of consumer information. Journal of Interactive Marketing, 15, 31-40.
    • (2001) Journal of Interactive Marketing , vol.15 , pp. 31-40
    • Bickart, B.1    Schindler, R.M.2
  • 14
    • 34247588201 scopus 로고    scopus 로고
    • Personality determinants of online shopping: Explaining online purchase intentions using a hierarchical approach
    • Bosnjak, M., Galesic, M., & Tuten, T. (2007). Personality determinants of online shopping: Explaining online purchase intentions using a hierarchical approach. Journal of Business Research, 60, 597-605.
    • (2007) Journal of Business Research , vol.60 , pp. 597-605
    • Bosnjak, M.1    Galesic, M.2    Tuten, T.3
  • 15
    • 67349196035 scopus 로고    scopus 로고
    • Service worker in encouraging customer organizational citizenship behaviors
    • Bove, L., Pervan, S. J., Beatty, S. E., & Shiu, E. (2009). Service worker in encouraging customer organizational citizenship behaviors. Journal of Business Research, 62, 698-705.
    • (2009) Journal of Business Research , vol.62 , pp. 698-705
    • Bove, L.1    Pervan, S.J.2    Beatty, S.E.3    Shiu, E.4
  • 17
    • 84875587197 scopus 로고    scopus 로고
    • Exploring determinants of citizenship behavior on virtual communities of consumption: The perspective of social exchange theory
    • Chen, M-J., Chen, C-D., & Farn, C-K. (2010). Exploring determinants of citizenship behavior on virtual communities of consumption: The perspective of social exchange theory. International Journal of Electronic Business Management, 8, 195-205.
    • (2010) International Journal of Electronic Business Management , vol.8 , pp. 195-205
    • Chen, M.-J.1    Chen, C.-D.2    Farn, C.-K.3
  • 18
    • 81055145849 scopus 로고    scopus 로고
    • The five-factor model of personality traits and organizational citizenship behaviors: A meta-analysis
    • Chiaburu, D. S., Oh, I-S., Berry, C. M., Li, N., & Gardner, R. G. (2011). The five-factor model of personality traits and organizational citizenship behaviors: A meta-analysis. Journal of Applied Psychology, 96, 1140-1166.
    • (2011) Journal of Applied Psychology , vol.96 , pp. 1140-1166
    • Chiaburu, D.S.1    Oh, I.-S.2    Berry, C.M.3    Li, N.4    Gardner, R.G.5
  • 19
    • 80051656644 scopus 로고    scopus 로고
    • Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites
    • Chu, S-C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International Journal of Advertising, 30, 47-75.
    • (2011) International Journal of Advertising , vol.30 , pp. 47-75
    • Chu, S.-C.1    Kim, Y.2
  • 20
    • 33750360897 scopus 로고    scopus 로고
    • When online reviews meet hyperdifferentiation: A study of the craft beer industry
    • Clemons, E., Gao, G., & Hitt, L. (2006). When online reviews meet hyperdifferentiation: A study of the craft beer industry. Journal of Management Information Systems, 23, 149-171.
    • (2006) Journal of Management Information Systems , vol.23 , pp. 149-171
    • Clemons, E.1    Gao, G.2    Hitt, L.3
  • 21
    • 0002731620 scopus 로고
    • A multidimensional approach to individual differences in empathy
    • Retrieved from
    • Davis, M. (1980). A multidimensional approach to individual differences in empathy. JSAS Catalog of Selected Documents in Psychology, 10. Retrieved from http://www.uv.es/~friasnav/Davis_1980.pdf.
    • (1980) JSAS Catalog of Selected Documents in Psychology , vol.10
    • Davis, M.1
  • 22
    • 84985180994 scopus 로고
    • The effects of dispositional empathy on emotional reactions and helping: A multidimensional approach
    • Davis, M. H. (1983). The effects of dispositional empathy on emotional reactions and helping: A multidimensional approach. Journal of Personality, 51, 167-184.
    • (1983) Journal of Personality , vol.51 , pp. 167-184
    • Davis, M.H.1
  • 24
    • 0040558023 scopus 로고    scopus 로고
    • Empathy, expectations, and situational preferences: Personality influences on the decision to participate in volunteer helping behaviors
    • Davis, M. H., Mitchell, K. V., Hall, J. A., Lothert, J., Snapp, T., & Meyer, M. (1999). Empathy, expectations, and situational preferences: Personality influences on the decision to participate in volunteer helping behaviors. Journal of Personality, 67, 469-503.
    • (1999) Journal of Personality , vol.67 , pp. 469-503
    • Davis, M.H.1    Mitchell, K.V.2    Hall, J.A.3    Lothert, J.4    Snapp, T.5    Meyer, M.6
  • 25
    • 0037259891 scopus 로고    scopus 로고
    • The first year: Influences on the satisfaction, involvement, and persistence of new community volunteers
    • Davis, M. H., Hall, J. A., & Meyer, M. (2003). The first year: Influences on the satisfaction, involvement, and persistence of new community volunteers. Personality and Social Psychology Bulletin, 29, 248-260.
    • (2003) Personality and Social Psychology Bulletin , vol.29 , pp. 248-260
    • Davis, M.H.1    Hall, J.A.2    Meyer, M.3
  • 26
    • 8644239315 scopus 로고    scopus 로고
    • Relationship between empathy and the big five personality traits in a sample of Spanish adolescents
    • del Barrio, V., Aluja, A., & Garcia, L. F. (2004). Relationship between empathy and the big five personality traits in a sample of Spanish adolescents. Social Behavior and Personality, 32, 677-682.
    • (2004) Social Behavior and Personality , vol.32 , pp. 677-682
    • del Barrio, V.1    Aluja, A.2    Garcia, L.F.3
  • 27
    • 0016783631 scopus 로고
    • Historic and current conceptualizations, measurement, and a cognitive theoretical perspective
    • Deutsch, F., & Madle, R. (1975). Historic and current conceptualizations, measurement, and a cognitive theoretical perspective. Human Development, 18, 267-287.
    • (1975) Human Development , vol.18 , pp. 267-287
    • Deutsch, F.1    Madle, R.2
  • 29
    • 0043231373 scopus 로고    scopus 로고
    • Sympathy and empathy: Emotional responses to advertising dramas
    • Escalas, J. E., & Stern, B. (2003). Sympathy and empathy: Emotional responses to advertising dramas. Journal of Consumer Research, 29, 566-578.
    • (2003) Journal of Consumer Research , vol.29 , pp. 566-578
    • Escalas, J.E.1    Stern, B.2
  • 31
    • 84937283426 scopus 로고
    • Evaluation of the indirect influence of courteous service on customer discretionary behavior
    • Ford, W. S. Z. (1995). Evaluation of the indirect influence of courteous service on customer discretionary behavior. Health Communication Research, 22, 65-89.
    • (1995) Health Communication Research , vol.22 , pp. 65-89
    • Ford, W.S.Z.1
  • 32
    • 0000009769 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50.
    • (1981) Journal of Marketing Research , vol.18 , pp. 39-50
    • Fornell, C.1    Larcker, D.F.2
  • 33
    • 84897702004 scopus 로고    scopus 로고
    • Frito-Lay North America, Inc. (). Frito-Lay gives women a world of their own. Retrieved March 4, 2013, from
    • Frito-Lay North America, Inc. (2009). Frito-Lay gives women a world of their own. Retrieved March 4, 2013, from http://www.fritolay.com/about-us/press-release-20090304.html.
    • (2009)
  • 35
    • 0344096683 scopus 로고    scopus 로고
    • Trust and TAM in online shopping: An integrated model
    • Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27, 51-90.
    • (2003) MIS Quarterly , vol.27 , pp. 51-90
    • Gefen, D.1    Karahanna, E.2    Straub, D.W.3
  • 36
    • 58149208119 scopus 로고
    • The development of markers for the big-five factor structure
    • Goldberg, L. R. (1992). The development of markers for the big-five factor structure. Psychological Assessment, 4, 26-42.
    • (1992) Psychological Assessment , vol.4 , pp. 26-42
    • Goldberg, L.R.1
  • 38
    • 0001358680 scopus 로고
    • Hey you, can ya spare some change? The case of empathy and personal distress as reactions to charitable appeals
    • L. McAlister & M. L. Rothschild (Eds.), Provo, UT: Association for Consumer Research.
    • Griffin, M., Babin, B. J., Attaway, J. S., & Darden, W. R. (1993). Hey you, can ya spare some change? The case of empathy and personal distress as reactions to charitable appeals. In L. McAlister & M. L. Rothschild (Eds.), Advances in consumer research (Vol. 20, pp. 508-514). Provo, UT: Association for Consumer Research.
    • (1993) Advances in consumer research , vol.20 , pp. 508-514
    • Griffin, M.1    Babin, B.J.2    Attaway, J.S.3    Darden, W.R.4
  • 39
    • 23244455793 scopus 로고    scopus 로고
    • Customers as good soldiers: Examining citizenship behaviors in internet service deliveries
    • Groth, M. (2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of Management, 31, 7-27.
    • (2005) Journal of Management , vol.31 , pp. 7-27
    • Groth, M.1
  • 40
    • 0035539512 scopus 로고    scopus 로고
    • The influence of cardinal-, central-, surface-level personality traits on consumers' bargaining and complaint intentions
    • Harris, E. G., & Mowen, J. C. (2001). The influence of cardinal-, central-, surface-level personality traits on consumers' bargaining and complaint intentions. Psychology and Marketing, 18, 1155-1185.
    • (2001) Psychology and Marketing , vol.18 , pp. 1155-1185
    • Harris, E.G.1    Mowen, J.C.2
  • 41
    • 0012759856 scopus 로고
    • Marketplace influencers at the point of purchase: The role of purchase pals in consumer decision making
    • M. Gilly & R. Dwyer (Eds.), Vol. -), Chicago: American Marketing Association.
    • Hartman, C. L., & Kiecker, P. L. (1991). Marketplace influencers at the point of purchase: The role of purchase pals in consumer decision making. In M. Gilly & R. Dwyer (Eds.), Enhancing knowledge development in marketing: 1991 AMA educators' proceedings (Vol. 2, pp. 461-469), Chicago: American Marketing Association.
    • (1991) Enhancing knowledge development in marketing: 1991 AMA educators' proceedings , vol.2 , pp. 461-469
    • Hartman, C.L.1    Kiecker, P.L.2
  • 42
    • 67650118826 scopus 로고    scopus 로고
    • Implementing the marketing concept at the employee-customer interface: The role of customer need
    • Homburg, C., Wieseke, J., & Bornemann, T. (2009). Implementing the marketing concept at the employee-customer interface: The role of customer need. Journal of Marketing, 73, 64-81.
    • (2009) Journal of Marketing , vol.73 , pp. 64-81
    • Homburg, C.1    Wieseke, J.2    Bornemann, T.3
  • 43
  • 44
    • 77954216289 scopus 로고    scopus 로고
    • A more comprehensive understanding and measure of customer helping behavior
    • Johnson, J. W., & Rapp, A. (2010). A more comprehensive understanding and measure of customer helping behavior. Journal of Business Research, 63, 787-792.
    • (2010) Journal of Business Research , vol.63 , pp. 787-792
    • Johnson, J.W.1    Rapp, A.2
  • 45
    • 33750970571 scopus 로고    scopus 로고
    • Good citizens to the end? It depends: Empathy and concern with future consequences moderate the impact of a short-term time horizon on organizational citizenship behaviors
    • Joireman, J., Kamdar, D., Daniels, D., & Duell, B. (2006). Good citizens to the end? It depends: Empathy and concern with future consequences moderate the impact of a short-term time horizon on organizational citizenship behaviors. Journal of Applied Psychology, 91, 1307-1320.
    • (2006) Journal of Applied Psychology , vol.91 , pp. 1307-1320
    • Joireman, J.1    Kamdar, D.2    Daniels, D.3    Duell, B.4
  • 46
    • 33746100322 scopus 로고    scopus 로고
    • Development and validation of the basic empathy scale
    • Jolliffe, D., & Farrington, D. P. (2006). Development and validation of the basic empathy scale. Journal of Adolescence, 29, 589-611.
    • (2006) Journal of Adolescence , vol.29 , pp. 589-611
    • Jolliffe, D.1    Farrington, D.P.2
  • 47
    • 0036626193 scopus 로고    scopus 로고
    • Five-factor model of personality and job satisfaction: A meta-analysis
    • Judge, T. A., Hellwer, D., & Mount, M. K. (2002). Five-factor model of personality and job satisfaction: A meta-analysis. Journal of Applied Psychology, 87, 530-541.
    • (2002) Journal of Applied Psychology , vol.87 , pp. 530-541
    • Judge, T.A.1    Hellwer, D.2    Mount, M.K.3
  • 48
    • 33746398488 scopus 로고    scopus 로고
    • 'All in a day's work': How follower individual differences and justice perceptions predict OCB role definitions and behavior
    • Kamdar, D., McAllister, D. J., & Turban, D. B. (2006). 'All in a day's work': How follower individual differences and justice perceptions predict OCB role definitions and behavior. Journal of Applied Psychology, 91, 841-855.
    • (2006) Journal of Applied Psychology , vol.91 , pp. 841-855
    • Kamdar, D.1    McAllister, D.J.2    Turban, D.B.3
  • 49
    • 27644529402 scopus 로고    scopus 로고
    • An investigation of big five and narrow personality traits in relation to Internet usage
    • Landers, R. N., & Lounsbury, J. W. (2006). An investigation of big five and narrow personality traits in relation to Internet usage. Computers and Human Behavior, 22, 283-293.
    • (2006) Computers and Human Behavior , vol.22 , pp. 283-293
    • Landers, R.N.1    Lounsbury, J.W.2
  • 50
    • 2442603523 scopus 로고    scopus 로고
    • Differences in consumer attributions of blame between men and women: The role of perceived vulnerability and empathic concern
    • Laufer, D., & Gillespie, K. (2004). Differences in consumer attributions of blame between men and women: The role of perceived vulnerability and empathic concern. Psychology & Marketing, 21, 141-157.
    • (2004) Psychology & Marketing , vol.21 , pp. 141-157
    • Laufer, D.1    Gillespie, K.2
  • 51
    • 84897737970 scopus 로고    scopus 로고
    • Social media and mobile internet use among teens and young adults. Pew Internet & American Life Project: A Project of the Pew Research Center. Retrieved from
    • Lenhart, A., Purcell, K., Smith, A., & Zickuhr, K. (2010). Social media and mobile internet use among teens and young adults. Pew Internet & American Life Project: A Project of the Pew Research Center. Retrieved from http://web.pewinternet.org/~/media/Files/Reports/2010/PIP_Social_Media_and_Young_Adults_Report_Final_with_toplines.pdf.
    • (2010)
    • Lenhart, A.1    Purcell, K.2    Smith, A.3    Zickuhr, K.4
  • 52
    • 0026874067 scopus 로고
    • An introduction to the five-factor model and its applications
    • McCrae, R. R., & John, O. P. (1992). An introduction to the five-factor model and its applications. Journal of Personality, 60, 175-215.
    • (1992) Journal of Personality , vol.60 , pp. 175-215
    • McCrae, R.R.1    John, O.P.2
  • 53
    • 21844506930 scopus 로고
    • The role of dispositional and situational antecedents in prosocial organizational behavior: An examination of the intended beneficiaries of prosocial behavior
    • McNeely, B. L., & Meglino, B. M. (1994). The role of dispositional and situational antecedents in prosocial organizational behavior: An examination of the intended beneficiaries of prosocial behavior. Journal of Applied Psychology, 79, 836-844.
    • (1994) Journal of Applied Psychology , vol.79 , pp. 836-844
    • McNeely, B.L.1    Meglino, B.M.2
  • 54
    • 0034417136 scopus 로고    scopus 로고
    • Self-service technologies: Understanding customer satisfaction with technology-based service encounters
    • Meuter, M. L., Ostrom A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64, 50-64.
    • (2000) Journal of Marketing , vol.64 , pp. 50-64
    • Meuter, M.L.1    Ostrom, A.L.2    Roundtree, R.I.3    Bitner, M.J.4
  • 55
    • 79958114710 scopus 로고
    • Neuroticism, affect and postpurchase processes
    • C. T. Allen & D. R. John (Eds.), Provo, UT: Association for Consumer Research.
    • Mooradian, T. A., & Olver, J. M. (1994). Neuroticism, affect and postpurchase processes. In C. T. Allen & D. R. John (Eds.), Advances in consumer research (Vol. 21, pp. 595-600). Provo, UT: Association for Consumer Research.
    • (1994) Advances in consumer research , vol.21 , pp. 595-600
    • Mooradian, T.A.1    Olver, J.M.2
  • 56
    • 0010182654 scopus 로고    scopus 로고
    • Shopping motives and the five factor model: An integration and preliminary study
    • Mooradian, T. A., & Olver, J. M. (1996). Shopping motives and the five factor model: An integration and preliminary study. Psychological Reports, 78, 579-592.
    • (1996) Psychological Reports , vol.78 , pp. 579-592
    • Mooradian, T.A.1    Olver, J.M.2
  • 57
    • 0031286634 scopus 로고    scopus 로고
    • I can't get no satisfaction: The impact of personality and emotion on postpurchase processes
    • Mooradian, T. A., & Olver, J. M. (1997). I can't get no satisfaction: The impact of personality and emotion on postpurchase processes. Psychology and Marketing, 14, 379-393.
    • (1997) Psychology and Marketing , vol.14 , pp. 379-393
    • Mooradian, T.A.1    Olver, J.M.2
  • 58
    • 84895905563 scopus 로고    scopus 로고
    • Empathetic responses to advertising: Testing a network of antecedents and consequences
    • Mooradian, T. A., Matzler, K., & Szykman, L. (2008). Empathetic responses to advertising: Testing a network of antecedents and consequences. Marketing Letters, 19, 79-92.
    • (2008) Marketing Letters , vol.19 , pp. 79-92
    • Mooradian, T.A.1    Matzler, K.2    Szykman, L.3
  • 59
    • 79955593141 scopus 로고    scopus 로고
    • Dispositional empathy and the hierarchical structure of personality
    • Mooradian, T. A., Davis, M., & Matzler, K. (2011). Dispositional empathy and the hierarchical structure of personality. American Journal of Psychology, 124, 99-109.
    • (2011) American Journal of Psychology , vol.124 , pp. 99-109
    • Mooradian, T.A.1    Davis, M.2    Matzler, K.3
  • 60
    • 20744434974 scopus 로고    scopus 로고
    • Higher-order dimensions of the big five personality traits and the big six interest types
    • Mount, M. K., Barrick, M. R., Scullen, S. M., & Rounds, J. (2005). Higher-order dimensions of the big five personality traits and the big six interest types. Personnel Psychology, 58, 447-478.
    • (2005) Personnel Psychology , vol.58 , pp. 447-478
    • Mount, M.K.1    Barrick, M.R.2    Scullen, S.M.3    Rounds, J.4
  • 61
    • 22844453991 scopus 로고    scopus 로고
    • Understanding compulsive buying among college students: A hierarchical approach
    • Mowen, J. C., & Spears, N. (1999). Understanding compulsive buying among college students: A hierarchical approach. Journal of Consumer Psychology, 8, 407-430.
    • (1999) Journal of Consumer Psychology , vol.8 , pp. 407-430
    • Mowen, J.C.1    Spears, N.2
  • 63
    • 0037655037 scopus 로고    scopus 로고
    • Personality traits and personal values: A conceptual and empirical investigation
    • Olver, J. M., & Mooradian, T. A. (2003). Personality traits and personal values: A conceptual and empirical investigation. Personality and Individual Differences, 35, 109-125.
    • (2003) Personality and Individual Differences , vol.35 , pp. 109-125
    • Olver, J.M.1    Mooradian, T.A.2
  • 64
    • 84937285403 scopus 로고
    • Personality, satisfaction, and organizational citizenship behavior
    • Organ, D. W., & Lingl, A. (1995). Personality, satisfaction, and organizational citizenship behavior. Journal of Social Psychology, 135, 339-350.
    • (1995) Journal of Social Psychology , vol.135 , pp. 339-350
    • Organ, D.W.1    Lingl, A.2
  • 65
    • 84986042788 scopus 로고
    • A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior
    • Organ, D. W., & Ryan, K. (1995). A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48, 775-802.
    • (1995) Personnel Psychology , vol.48 , pp. 775-802
    • Organ, D.W.1    Ryan, K.2
  • 66
    • 3242660262 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research
    • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58, 111-124.
    • (1994) Journal of Marketing , vol.58 , pp. 111-124
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 67
    • 0001533713 scopus 로고
    • Measuring the prosocial personality
    • J. Butcher & C. D. Spielberger (Eds.), Hillsdale, NJ: Lea.
    • Penner, L. A., Fritzsche, B. A., Craiger, J. P., & Freifeld, T. R. (1995). Measuring the prosocial personality. In J. Butcher & C. D. Spielberger (Eds.), Advances in personality assessment (Vol. 10, pp. 147-164). Hillsdale, NJ: Lea.
    • (1995) Advances in personality assessment , vol.10 , pp. 147-164
    • Penner, L.A.1    Fritzsche, B.A.2    Craiger, J.P.3    Freifeld, T.R.4
  • 68
    • 0345014259 scopus 로고    scopus 로고
    • E-loyalty: Your secret weapon on the web
    • Reichheld, F. F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the web. Harvard Business Review, 78, 105-113.
    • (2000) Harvard Business Review , vol.78 , pp. 105-113
    • Reichheld, F.F.1    Schefter, P.2
  • 69
    • 0343111433 scopus 로고
    • Tattoo consumption: Risk and regret in the purchase of a socially marginal service
    • E. C. Hirschman & M. B. Holbrook (Eds.), Provo, UT: Association for Consumer Research.
    • Sanders, C. R. (1985). Tattoo consumption: Risk and regret in the purchase of a socially marginal service. In E. C. Hirschman & M. B. Holbrook (Eds.), Advances in consumer research (Vol. 12, pp. 17-22). Provo, UT: Association for Consumer Research.
    • (1985) Advances in consumer research , vol.12 , pp. 17-22
    • Sanders, C.R.1
  • 70
    • 0028726219 scopus 로고
    • Mini-markers: A brief version of Goldberg's unipolar big-five markers
    • Saucier, G. (1994). Mini-markers: A brief version of Goldberg's unipolar big-five markers. Journal of Personality Assessment, 63, 506-516.
    • (1994) Journal of Personality Assessment , vol.63 , pp. 506-516
    • Saucier, G.1
  • 71
    • 0036242630 scopus 로고    scopus 로고
    • An emotion-centered model of voluntary work behavior: Some parallels between counterproductive work behavior and organizational citizenship behavior
    • Spector, P. E., & Fox, S. (2002). An emotion-centered model of voluntary work behavior: Some parallels between counterproductive work behavior and organizational citizenship behavior. Human Resource Management Review, 12, 269-292.
    • (2002) Human Resource Management Review , vol.12 , pp. 269-292
    • Spector, P.E.1    Fox, S.2
  • 72
    • 3042679795 scopus 로고    scopus 로고
    • The effects of customer personality traits on the display of positive emotions
    • Tan, H. H., Foo, M. D., & Kwek, M. H. (2004). The effects of customer personality traits on the display of positive emotions. Academy of Management Journal, 47, 287-296.
    • (2004) Academy of Management Journal , vol.47 , pp. 287-296
    • Tan, H.H.1    Foo, M.D.2    Kwek, M.H.3
  • 74
    • 55249106039 scopus 로고    scopus 로고
    • The antecedents and consequences of service customer citizenship and badness behavior
    • Yi, Y., & Gong, T. (2006). The antecedents and consequences of service customer citizenship and badness behavior. Seoul Journal of Business, 12, 145-176.
    • (2006) Seoul Journal of Business , vol.12 , pp. 145-176
    • Yi, Y.1    Gong, T.2
  • 75
    • 53949119110 scopus 로고    scopus 로고
    • The effect of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior
    • Yi, Y., & Gong, T. (2008a). The effect of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior. Industrial Marketing Management, 37, 767-783.
    • (2008) Industrial Marketing Management , vol.37 , pp. 767-783
    • Yi, Y.1    Gong, T.2
  • 76
    • 55249103373 scopus 로고    scopus 로고
    • If employees "go the extra mile," do customers reciprocate with similar behavior
    • Yi Y., & Gong, T. (2008b). If employees "go the extra mile, " do customers reciprocate with similar behavior? Psychology & Marketing, 25, 961-986.
    • (2008) Psychology & Marketing , vol.25 , pp. 961-986
    • Yi, Y.1    Gong, T.2
  • 77
    • 84874307616 scopus 로고    scopus 로고
    • The impact of other customers on customer citizenship behavior
    • Yi, Y., Gong, T., & Lee, H. (2013). The impact of other customers on customer citizenship behavior. Psychology & Marketing, 30, 341-356.
    • (2013) Psychology & Marketing , vol.30 , pp. 341-356
    • Yi, Y.1    Gong, T.2    Lee, H.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.