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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

Open access

Other

First published 2013-11

Uncovering Collaborative Value Creation Patterns and Establishing Corresponding Customer Roles

Sabine Moeller, Robert Ciuchita, Dominik Mahr [...]

Journal of Service Research

Retricted access

Research article

First published 2020-5

The Dark Side of Customer Participation: When Customer Participation in Service Co-Development Leads to Role Stress

Markus Blut, Nima Heirati, Klaus Schoefer

Journal of Service Research

Retricted access

Research article

First published 2017-8

Customer-Directed Extra-Role Performance and Emotional Understanding: Effects on Customer Conflict,Felt Stress,Job Performance and Turnover Intentions

Jay P. Mulki, John W. Wilkinson

Australasian Marketing Journal

Retricted access

Research article

First published 2025

Exploring customer heterogeneity in hotel attribute preferences: An empirical study based on role theory

Zongwei Hu, Shuo Yu, Jian Ming Luo

Journal of Vacation Marketing

Retricted access

Research article

First published 2025

Will Frontline Employees Feel Betrayed When Firms are Unjust to Customers? A Trickle-In Effect via Role Conflict

Lin Guo, Aaron D. Arndt, Chuanyi Tang

Journal of Service Research

Open access

Research article

First published 2021-7

Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction

James Agyei, Shaorong Sun, Emmanuel Kofi Penney [...]

Sage Open

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

Retricted access

Research article

First published 2013-11-8

Adaptive to customers: The roles of learning climate and customer knowledge

Mei-Ling Wang

Human Systems Management

Retricted access

Research article

First published 2004-8

Leadership by Customers? New Roles of Service Companies' Customers

Peter Maas, Albert Graf

German Journal of Human Resource Management: Zeitschrift für Personalforschung

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