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| Tekijä: | Fernández-Sabiote, E. Román, S. |
| Otsikko: | Organizational citizenship behaviour from the service customer's perspective: a scale development and validation |
| Lehti: | International Journal of Market Research
2005 : VOL. 47:3, p. 317-336 |
| Asiasana: | customer relations organizational behaviour |
| Vapaa asiasana: | organizational citizenship |
| Kieli: | eng |
| Tiivistelmä: | Although the interaction between the service frontline employees and their customer is an important avenue for customer value creation, only little attention has been paid to the consequences of frontline employees' organizational citizenship behaviour (OCB) for customer relationship outcomes. One possible reason for this is that there is no scale available to measure OCB from the customer's perspective. Two separate data sets were collected in order to develop and validate a scale to measure OCB from the customer's perspective. |
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