Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention

Youjae Yi, Rajan Nataraajan and Taeshik Gong

Journal of Business Research, 2011, vol. 64, issue 1, 87-95

Abstract: 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.

Keywords: Customer; participation; behavior; Customer; citizenship; behavior; Employee; performance; Employee; satisfaction; Employee; commitment; Turnover; intention (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (56)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:64:y:2011:i:1:p:87-95

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