Customer-to-customer interactions on customer citizenship behavior
Tóm tắt
Từ khóa
Tài liệu tham khảo
Ahearne M, Bhattacharya CB, Gruen T (2005) Antecedents and consequences of customer–company identification: expanding the role of relationship marketing. J Appl Psychol 90(3):574–585
Anderson JC, Gerbing DW (1988) Structural equation modeling in practice: a review and recommended two-step approach. Psychol Bull 103(3):411–423
Arnould EJ, Price LL (1993) River magic: extraordinary experience and the extended service encounter. J Consum Res 20(1):24–45
Auh S, Bell SJ, McLeod CS, Shih E (2007) Co-production and customer loyalty in financial services. J Retail 83(3):359–370
Baron S, Patterson A, Harris K, Hodgson J (2007) Strangers in the night: speed dating, CCI and service businesses. Serv Bus 1(3):211–232
Bettencourt LA (1997) Customer voluntary performance: customers as partners in service delivery. J Retail 73(3):383–406
Bigné E, Ruiz C, Andreu L, Hernandez B (2013) The role of social motivations, ability, and opportunity in online know-how exchanges: evidence from the airline services industry. Serv Bus 9(2):209–232
Bitner MJ (1992) Servicescapes: the impact of physical surroundings on customers and employees. J Mark 56(2):57–71
Bloerner J, Odekerken-Schriider G (2002) Store satisfaction and store loyalty explained by customer-and store-related factors. J Consum Satisf Dissatisfaction Complain Behav 15:68–80
Chan KW, Yim CK, Lam SS (2010) Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. J Mark 74(3):48–64
Daunt KL, Harris LC (2011) Customers acting badly: evidence from the hospitality industry. J Bus Res 64(10):1034–1042
Daunt KL, Harris LC (2012) Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. J Mark Manag 28(1–2):129–153
De Wulf K, Odekerken-Schröder G, Iacobucci D (2001) Investments in consumer relationships: a cross-country and cross-industry exploration. J Mark 65(4):33–50
Donavan DT, Brown TJ, Mowen JC (2004) Internal benefits of service-worker customer orientation: job satisfaction, commitment, and organizational citizenship behaviors. J Mark 68(1):128–146
Ekpo AE, Riley BK, Thomas KD, Yvaire Z, Gerri GRH, Muñoz II (2015) As worlds collide: the role of marketing management in customer-to-customer interactions. J Bus Res 68(1):119–126
Fakharyan M, Omidvar S, Khodadadian MR, Jalilvand MR, Nasrolahi VL (2014) Examining the effect of customer-to-customer interactions on satisfaction, loyalty, and word-of-mouth behaviors in the hospitality industry: the mediating role of personal interaction quality and service atmospherics. J Travel Tour Mark 31(5):610–626
Fisk R, Grove S, Harris LC, Keeffe DA, Daunt KL, Russell-Bennett R, Wirtz J (2010) Customers behaving badly: a state of the art review, research agenda and implications for practitioners. J Serv Mark 24(6):417–429
Georgi D, Mink M (2013) eCCIq: the quality of electronic customer-to-customer interaction. J Retail Consum Serv 20(1):11–19
Grandey AA, Dickter DN, Sin HP (2004) The customer is not always right: customer aggression and emotion regulation of service employees. J Organ Behav 25(3):397–418
Grégoire Y, Tripp TM, Legoux R (2009) When customer love turns into lasting hate: the effects of relationship strength and time on customer revenge and avoidance. J Mark 73(6):18–32
Grönroos C, Gummerus J (2014) The service revolution and its marketing implications: service logic vs service-dominant logic. Manag Serv Qual 24(3):206–229
Groth M (2005) Customers as good soldiers: examining citizenship behaviors in internet service deliveries. J Manag 31(1):7–27
Grove SJ, Fisk RP (1997) The impact of other customers on service experiences: a critical incident examination of “getting along”. J Retail 73(1):63–85
Grove SJ, Fisk RP, John J (2004) Surviving in the age of rage. Mark Manag 13(2):41–47
Gruen TW, Osmonbekov T, Czaplewski AJ (2006) eWOM: the impact of customer-to-customer online know-how exchange on customer value and loyalty. J Bus Res 59(4):449–456
Gruen TW, Osmonbekov T, Czaplewski AJ (2007) Customer-to-customer exchange: its MOA antecedents and its impact on value creation and loyalty. J Acad Mark Sci 35(4):537–549
Harris K, Baron S (2004) Consumer-to-consumer conversations in service settings. J Serv Res 6(3):287–303
Harris LC, Reynolds KL (2003) The consequences of dysfunctional customer behavior. J Serv Res 6(2):144–161
Hau LN, Thuy PN (2015) Customer participation to co-create value in human transformative services: a study of higher education and health care services. Serv Bus 1–26. doi: 10.1007/s11628-015-0285-y
Hur MH, Kim HK, Kim H (2013) Investigation of the relationship between service values and loyalty behaviors under high commitment. Serv Bus 7(1):103–119
Johnson GD, Grier SA (2013) Understanding the influence of cross-cultural consumer-to-consumer interaction on consumer service satisfaction. J Bus Res 66(3):306–313
Karmarkar U (2004) Will you survive the services revolution? Harv Bus Rev 82(6):100–107
Lawrence C, Green K (2005) Perceiving classroom aggression: the influence of setting, intervention style and group perceptions. Br J Educ Psychol 75(4):587–602
Lazarus RS, Folkman S (1984) Stress, appraisal, and coping. Springer, New York
Lin JSC, Liang HY (2011) The influence of service environments on customer emotion and service outcomes. Manag Serv Qual 21(4):350–372
Lovelock CH (1996) Services marketing, 3rd edn. Prentice-Hall, Upper Saddle River
Lusch RF, Vargo SL (2006) Service-dominant logic: what it is, what it is not, what it might be. In: The service dominant logic of marketing—dialog, debate and directions. ME Sharpe, Inc., Armonk, pp 43–56
Lusch RF, Vargo SL, O’Brien M (2007) Competing through service: insights from service-dominant logic. J Retail 83(1):5–18
Martin CL, Pranter CA (1989) Compatibility management: customer-to-customer relationships in service environments. J Serv Mark 3(3):5–15
McColl-Kennedy JR, Patterson PG, Smith AK, Brady MK (2009) Customer rage episodes: emotions, expressions and behaviors. J Retail 85(2):222–237
Mimouni-Chaabane A, Volle P (2010) Perceived benefits of loyalty programs: scale development and implications for relational strategies. J Bus Res 63(1):32–37
Moore R, Moore ML, Capella M (2005) The impact of customer-to-customer interactions in a high personal contact service setting. J Serv Mark 19(7):482–491
Nasurdin AM, Ahmad NH, Tan CL (2014) Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation. Serv Bus 9(2):343–360
Nicholls R (2010) New directions for customer-to-customer interaction research. J Serv Mark 24(1):87–97
Nunnally JC (1978) Psychometric theory, 2nd edn. McGraw-Hill, New York
Oliver RL (1980) A cognitive model of the antecedents and consequences of satisfaction decisions. J Mark Res 17(4):460–469
Oliver RL, Swan JE (1989) Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach. J Mark 53(2):21–35
Palmatier RW, Dant RP, Grewal D, Evans KR (2006) Factors influencing the effectiveness of relationship marketing: a meta-analysis. J Mark 70(4):136–153
Palmatier RW, Jarvis CB, Bechkoff JR, Kardes FR (2009) The role of customer gratitude in relationship marketing. J Mark 73(5):1–18
Patrício L, Fisk RP, Constantine L (2011) Multilevel service design: from customer value constellation to service experience blueprinting. J Serv Res 14(2):180–200
Pizam A, Ellis T (1999) Customer satisfaction and its measurement in hospitality enterprises. Int J Contemp Hosp Manag 11(7):326–339
Preacher KJ, Hayes AF (2008) Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behav Res Methods 40(3):879–891
Prehalad CK, Ramaswamy V (2004) Co-creation experiences: the next practice in value creation. J Interact Mark 18(3):5–14
Ramaswamy V (2011) It’s about human experiences… and beyond, to co-creation. Ind Mark Manag 40(2):195–196
Reynolds KL, Harris LC (2005) When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining. J Serv Mark 19(5):321–335
Reynolds KL, Harris LC (2009) Dysfunctional customer behavior severity: an empirical examination. J Retail 85(3):321–335
Rihova I, Buhalis D, Moital M, Beth GM (2013) Social layers of customer-to-customer value co-creation. J Serv Manag 24(5):553–566
Rosenbaum MS, Massiah CA (2007) When customers receive support from other customers: exploring the influence of intercustomer social support on customer voluntary performance. J Serv Res 9(3):257–270
Schermelleh-Engel K, Klein A, Moosbrugger H (1998) Estimating nonlinear effects using a latent moderated structural equations approach. In: Schumacker RE, Marcoulides GA (eds) Interaction and nonlinear effects in structural equation modeling. Lawrence Erlbaum Associates, Mahwah, pp 203–238
Schlesinger LA, Heskett JL (1991) Breaking the cycle of failure in services. Sloan Manag Rev 32(3):17–28
Siu NYM, Zhang TJF, Dong P, Kwan HY (2013) New service bonds and customer value in customer relationship management: the case of museum visitors. Tour Manag 36(3):293–303
Vargo SL, Lusch RF (2008) Service-dominant logic: continuing the evolution. J Acad Mark Sci 36(1):1–10
Venkat R (2007) Customer-to-customer interactions: forgotten factor in CEM. Warden, CA. http://www.gccrm.com/eng/content_details.jsp?contentid=2121&subjectid=101 . Retrieved 14 Feb 2014
Wirtz J, Bateson JE (1999) Consumer satisfaction with services: integrating the environment perspective in services marketing into the traditional disconfirmation paradigm. J Bus Res 44(1):55–66
Wu CHJ (2007) The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—the service encounter prospective. Tour Manag 28(6):1518–1528
Yi Y, Gong T (2008) The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior. Ind Mark Manag 37(7):767–783
Yi Y, Gong T (2013) Customer value co-creation behavior: scale development and validation. J Bus Res 66(9):1279–1284
Yi Y, Nataraajan R, Gong T (2011) Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention. J Bus Res 64(1):87–95
Yoo JJ, Arnold TJ, Frankwick GL (2012) Effects of positive customer-to-customer service interaction. J Bus Res 65(9):1313–1320
Zeithaml V, Bitner MJ (2003) Services marketing: integrating customer focus across the firm, 3rd edn. McGraw-Hill, New York