Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention
Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention
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DOI：
10.1016/j.jbusres.2009.12.007
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发表时间：
2011
影响因子：
11.3
通讯作者：
Youjae Yi;R. Nataraajan;Taeshik Gong
中科院分区：
文献类型：
--
作者：
Youjae Yi;R. Nataraajan;Taeshik Gong
尽管人们越来越意识到客户行为在服务交付中的重要性，但了解与员工相关的后果却很少受到关注。因此，本研究利用一家大型电子公司的客户、员工和管理者的相关数据，考察了客户参与和公民行为对员工绩效、满意度和承诺的影响，以及对离职意图的间接影响。此外，该研究还考察了相似性和亲和度如何调节客户参与和公民行为对员工满意度的影响。这项研究还包括一项实验室实验，并为因果关系提供了进一步的支持。文章讨论了这一结果的营销影响。
Despite increasing awareness of the importance of customer behaviors in service delivery, understanding consequences relating to employees receives little attention. Therefore, using data from a large electronic firm relating to customers, employees, and managers, this study examines the effects of customer participation and citizenship behavior on employee performance, satisfaction and commitment, as well as indirect effects on turnover intention. Furthermore, the study examines how similarity and likeability moderate the effects of customer participation and citizenship behavior on employee satisfaction. The study also includes a laboratory experiment and provides further support for causal direction. The article discusses marketing implications of the results.