Do Coworkers Make the Service Customer? A Field Study in the Public Sector

Abstract

This article examines whether relationships among colleagues are related to commitment to the customer and intention to leave the employer. Using a sample (N = 228) of public employees in contact with citizens (customers), the data showed that exchange process among colleagues enhances commitment to the customer and diminishes intention to leave through intention to help colleagues. Results are discussed.

Keywords

commitment to customer employee attitudes behavior and motivation helping intention to quit state government HRM

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