If employees “go the extra mile,” do customers reciprocate with similar behavior?
Abstract
This study proposes an integrated framework depicting the effects of two types of employee behavior (employee citizenship behavior and employee dysfunctional behavior) on customer satisfaction, which in turn, influences customer commitment. Customer satisfaction and commitment are then expected to affect two types of customer behavior (customer citizenship behavior and customer dysfunctional behavior). A survey of matched responses from 123...
Paper Details
Title
If employees “go the extra mile,” do customers reciprocate with similar behavior?
Published Date
Sep 11, 2008
Journal
Volume
25
Issue
10
Pages
961 - 986
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Notes
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