Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Year of publication: |
August 2017
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Authors: | Chan, Kimmy Wa ; Gong, Taeshik ; Zhang, Ruixue ; Zhou, Mingjian |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 20.2017, 3, p. 259-274
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Subject: | organizational citizenship behaviors | customer citizenship behaviors | customer identification | service climate | Arbeitsverhalten | Work behaviour | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungssektor | Service industry | Kundenzufriedenheit | Customer satisfaction |
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