Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries

By Markus Groth. 2005

865 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/5ae05bf0081b3ec042444994444a66f645c07712

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Citations in the corpus

An Investigation of Passengers’ Psychological Benefits from Green Brands in an Environmentally Friendly Airline Context: The Moderating Role of Gender (2017, background): “From a company’s point of view, since their products/services are promoted by consumers’ voluntary and discretionary behaviors, word-of-mouth helps a company a lot in reducing the cost and time of marketing their products [66,67].”
Doing Right Leads to Doing Well: When the Type of CSR and Reputation Interact to Affect Consumer Evaluations of the Firm (2012, background): “Hence, consumers are more likely to engage in reciprocation that may benefit that company (Groth 2005).”
When Do Employees Speak up for Their Customers? A Model of Voice in a Customer Service Context (2013, background): “A particular type of employee behavior that has received considerable attention is customer-focused organizational citizenship behavior (OCB), defined as efforts by employees to take initiative to contribute in ways that serve customer needs (Bettencourt & Brown, 1997; Bettencourt, Gwinner, & Meuter”
If employees “go the extra mile,” do customers reciprocate with similar behavior? (2008, background): “Such an investigation could answer the calls for an effective management of customer citizenship behavior and customer dysfunctional behavior (Bettencourt, 1997; Fullerton & Punj, 2004; Groth, 2005; Yi & Gong, 2006).”
Socializing to Co-Produce (2013, background): “Similar to employee socialization, consumers need to be properly ‘‘socialized’’ in extended service situations in order to fulfill their role expectations and become effective co-producers (Groth 2005; Kelley, Skinner, and Donnelly 1992).”
Ten years of value cocreation: An integrative review (2016, background): “…cocreation (e.g. information seeking, information sharing, responsible behavior, personal interactions) and extra-role behaviors that are unnecessary and voluntary but provide extraordinary value (e.g. feedback, advocacy, helping, tolerance) (Bove et al., 2009; Groth, 2005; Van Doorn et al., 2010).”
Customer value co-creation behavior: scale development and validation (2013, background): “Some studies use a multidimensional approach to capture customer value co-creation behavior and consider it to consist of many distinctive components (e.g., Bettencourt, 1997; Bove, Pervan, Beatty, & Shiu, 2008; Groth, 2005), whereas other studies employ a unidimensional approach and use single- or ”
Student co-creation behavior in higher education: the role of satisfaction with the university experience (2015, background): “A link between customer satisfaction and citizenship behavior has been clearly established in the services literature (Groth, 2005).”
Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention (2011, methodology): “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).”
S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM (2019, background): “Customer learning activities include customer socialization (Groth 2005), education (Eisingerich and Bell 2008), training (Zaho et al. 2008), and post-purchase learning (Mittal and Sawhney 2001), whichmay reflect differing levels of perceived task complexity (Baker and Sinkula 1999).”
The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation (2014, methodology): “The customer questionnaire consisted of a 5-item CCB measure that assessed two dimensions of CCB identified by Groth (2005): intention to return and provide feedback.”