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Articles (13)

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1-10 of 13 results for customer extra-role behavior

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Select article: CSR Perception Type and Customer Extra-Role Behavior: The Mediating Mechanisms of Customer-Company Identification and Emotional Attachment

Open access

Research article

First published 2025-7

CSR Perception Type and Customer Extra-Role Behavior: The Mediating Mechanisms of Customer-Company Identification and Emotional Attachment

Tian Xia, Qiwang Zhang, Nan Zhang

Sage Open

Select article: The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

Retricted access

Research article

First published 2021-5

The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

Marissa Orlowski, Diego Bufquin, Michael E. Nalley

Cornell Hospitality Quarterly

Select article: Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling

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Research article

First published 2003-1

Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling

James G. Maxham, Richard G. Netemeyer

Journal of Marketing

Select article: Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries

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Research article

First published 2005-02

Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries

Markus Groth

Journal of Management

Select article: It Takes a Village!: Customer Value Co-Creation Behavior in Restaurant Social Media-Based Brand Community

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Research article

First published 2024-2

It Takes a Village!: Customer Value Co-Creation Behavior in Restaurant Social Media-Based Brand Community

Jahyun Song, Hailin Qu, Xiang (Robert) Li

Journal of Hospitality & Tourism Research

Select article: How Can Stressed Employees Deliver Better Customer Service? The Underlying Self-Regulation Depletion Mechanism

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Research article

First published 2012-1

How Can Stressed Employees Deliver Better Customer Service? The Underlying Self-Regulation Depletion Mechanism

Kimmy Wa Chan, Echo Wen Wan

Journal of Marketing

Select article: A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture

Open access

Research article

First published 2020-8

A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture

Jeroen J. L. Schepers, Michel van der Borgh

Journal of Service Research

Select article: Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?

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Research article

First published 2012-11

Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?

Jeroen Schepers, Tomas Falk, Ko de Ruyter [...]

Journal of Marketing

Select article: The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations

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Research article

First published 2000-08

The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations

Jean-Charles Chebat, Paul Kollias

Journal of Service Research

Select article: Engaging Distributors’ Strategic Orientation in Fuzzy Front-End Innovation—Analysis Based on the Moderating Effects of CEO Alertness

Open access

Research article

First published 2024-4

Engaging Distributors’ Strategic Orientation in Fuzzy Front-End Innovation—Analysis Based on the Moderating Effects of CEO Alertness

Jiaxu Huang, Haiqing Hu

Sage Open

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