Leveraging customers’ multiple identities: identity synergy as a driver of organizational identification

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Do Employee Citizenship Behaviors Lead to Customer Citizenship Behaviors? The Roles of Dual Identification and Service Climate (2017, background): “customers’ self-definitional needs and strengthens their C-EI (Fombelle et al. 2012).”
The impact of emotional labor on employees’ work-life balance perception and commitment: A study in the hospitality industry (2017, background): “This reconciliation of the two domains is also related to the specific demands (Montgomery et al., 2005) and the different roles that employees have to take on in these two domains (Fombelle et al., 2012).”
Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees (2014, background): “Our finding is thus similar to Fombelle et al. 2011, who note that organizational identification can result when the organization allows for synergies across multiple identities.”
The impact of other customers on customer citizenship behavior (2013, background): “However, investigators have given little attention to customers’ social identification with other customers in the service encounter (Fombelle et al., 2012).”