7 0

A Review of Customer Citizenship Behaviors in the Service Context

Title
A Review of Customer Citizenship Behaviors in the Service Context
Author
공태식
Keywords
Customer citizenship behavior; extra-role customer behavior; customer value creation behavior; social exchange theory; literature review
Issue Date
2019-10
Publisher
ROUTLEDGE JOURNALS
Citation
SERVICE INDUSTRIES JOURNAL, Page. 1-32
Abstract
During the last two decades, studies on customer citizenship behavior in the service context have gained the attention of researchers. However, there is no comprehensive review exploring the various dimensions, antecedents, and consequences of customer citizenship behavior. The purpose of this paper is, therefore, to critically review the studies of customer citizenship behavior to provide deeper insights, which help us to identify the research gaps in this area and to prepare a future research agenda, and thereby contributing toward the development of this research field. The authors find that several areas were underexplored in prior research. There is a potential for identifying additional dimensions of customer citizenship behavior as well as the antecedents and consequences of customer citizenship behavior. The authors also assess methodological issues with regard to this research field and set a future research agenda.
URI
https://www.tandfonline.com/doi/full/10.1080/02642069.2019.1680641http://repository.hanyang.ac.kr/handle/20.500.11754/122204
ISSN
0264-2069; 1743-9507
DOI
10.1080/02642069.2019.1680641
Appears in Collections:
COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
Files in This Item:
There are no files associated with this item.
Export
RIS (EndNote)
XLS (Excel)
XML


qrcode

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.

BROWSE