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Service-oriented organizational citizenship behavior, service quality and customer citizenship behavior : comparison of implementation and evaluation from the perspective of bank c...
Harsono, Soni Sisbudi; Widyantoro, Harry; Prawitowati, … - In: Market : review for marketing theory and practice 33 (2021) 1, pp. 75-92
Persistent link: https://www.econbiz.de/10012653354
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How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior
Curth, Susanne; Uhrich, Sebastian; Benkenstein, Martin - In: The journal of services marketing 28 (2014) 2, pp. 147-158
Persistent link: https://www.econbiz.de/10010371770
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The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena; Groth, Markus; Walsh, Gianfranco; … - In: Psychology & marketing 31 (2014) 12, pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
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The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana - In: The journal of services marketing 30 (2016) 4, pp. 437-448
Persistent link: https://www.econbiz.de/10011615477
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Exploring antecedents of customer citizenship behaviors in services
Choi, Laee; Lotz, Sherry L. - In: The service industries journal 38 (2018) 9/10, pp. 607-628
Persistent link: https://www.econbiz.de/10011880867
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Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa; Gong, Taeshik; Zhang, Ruixue; Zhou, Mingjian - In: Journal of service research : JSR 20 (2017) 3, pp. 259-274
Persistent link: https://www.econbiz.de/10011736761
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Bringing service interactions into focus : prevention- versus promotion-focused customers' sensitivity to employee display authenticity
Lechner, Andreas; Mathmann, Frank - In: Journal of service research 24 (2021) 2, pp. 284-300
Persistent link: https://www.econbiz.de/10012522541
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The effects of employee behavior in sustainable service organizations
Disse, Isabel Kittyma; Becker-Özcamlica, Hürrem - In: The journal of services marketing 36 (2022) 8, pp. 1095-1105
Persistent link: https://www.econbiz.de/10013410803
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Customer participation and citizenship behavior effects on turnover intention
Revilla Camacho, Maria Angeles; Vega Vázquez, Manuela; … - In: Journal of business research : JBR 68 (2015) 7, pp. 1607-1611
Persistent link: https://www.econbiz.de/10011298891
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Managing customer citizenship behavior : a relationship perspective
Balaji, M. S. - In: Journal of strategic marketing 22 (2014) 3, pp. 222-239
Persistent link: https://www.econbiz.de/10010384772