A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.

By Lance A. Bettencourt, K. Gwinner, M. Meuter. Journal of Applied Psychology, 2001

648 citations recorded by the source corpus.

Subfields: Communication, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/1bdaddd2155f9fa939bb1e994043814b3208def3

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Citations in the corpus

Proactive Customer Service Performance: Relationships With Individual, Task, and Leadership Variables (2007, background): “…sources (subordinate and supervisor ratings) for the predictor and criterion assessments, whereas several previous studies used employee self-ratings of general service performance (e.g., Liao & Chuang, 2004) or service-related OCBs (e.g., Bettencourt & Brown, 1997; Bettencourt et al., 2001).”
Investigating the relationship between organizational justice, psychological empowerment, job satisfaction, organizational commitment and organizational citizenship behavior: An empirical model (2011, background): “Researchers have examined relevant antecedents of employee OCB, such as job satisfaction (Netemeyer et al., 2000; Mackenzie et al., 1998; Bettencourt et al., 2001) and organizational commitment (Podsakoff et al., 1996; Mackenzie et al., 1998).”
Test of a service profit chain model in the retail banking sector (2005, background): “Bettencourt, Gwinner, and Meuter (2001), for example, have reported that job satisfaction is positively related to a variety of employee loyalty behaviours, including the generation of goodwill for the organization, and promotion and recommendation of its products and services.”
Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents (2005, background): “…behaviors the FSE may perform that are associated with linking the organization to its potential or actual customers (cf. Bettencourt & Brown 2003; Bettencourt et al. 2001): (1) external representation, being vocal advocates to outsiders of the organization’s image, goods, and services (cf.Bowen…”
Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent (2005, background): “Bettencourt, Gwinner, and Meuter (2001) and Bettencourt and Brown (1997) suggest that CDERP reflects employees’ extra efforts to take initiatives that improve service when they communicate with customers, as well as conscientious extra efforts to respond to customer concerns.”
Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: a multilevel approach (2014, neutral): “According to the literature, service-oriented citizenship behaviors are discretionary extra-role behaviors carried out by frontline employees that enhance customers’ service experience (e.g., Bettencourt et al. 2001).”