If employees “go the extra mile,” do customers reciprocate with similar behavior?

By Youjae Yi, Taeshik Gong. 2008

143 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/3b36ecaa48af18f72d41d4a7a22c4cb6588bed4f

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

Citations in the corpus

The impact of other customers on customer citizenship behavior (2013, background): “Employee citizenship behavior has indirect effects on customer citizenship behavior through its influence on customer satisfaction and commitment (Yi & Gong, 2008b).”
Customer value co-creation behavior: scale development and validation (2013, background): “…for successful value co-creation, and customer citizenship behavior, which is voluntary (extra-role) behavior that provides extraordinary value to the firm but is not necessarily required for value co-creation (Bove et al., 2008; Groth, 2005; Yi & Gong, 2008; Yi, Nataraajan, & Gong, 2011).”
Managing Engagement Behaviors in a Network of Customers and Stakeholders (2014, methodology): “Measures for organizational support and support from other customers were based on, respectively, a 4- item and a 3-item scale of Yi and Gong (2008), because these scales reflected the key characteristics of organizational support and support from other customers that were identified in Exploratory…”
The effect of servant leadership on customer value co-creation: A cross-level analysis of key mediating roles (2015, background): “Nevertheless, Yi and Gong (2008) and * Corresponding author.”
Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention (2011, background): “However, customer behaviors can also take a negative form, such as negative word-of-mouth, uncooperative, and unprovoked behavior (Bettencourt, 1997; Groth, 2005; Yi and Gong, 2008).”