The influence of employee organizational citizenship behavior on customer loyalty

By Carmen Barroso Castro, Enrique Martín Armario, David Martín Ruiz. 2004

343 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/bc3484134a228e1ad8ed263b980c75777b083272

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Jochen Wirtz
2. Halil Nadi̇ri̇
3. Cem Tanova
4. Anna S. Mattila
5. I. Lin
6. Holger Roschk

In Organizational Behavior and Human Resource Management

1. J. S. Naftchali
2. Jochen Wirtz
3. Arash Shahin
4. Javad Khazaei Pool
5. Halil Nadi̇ri̇
6. Cem Tanova
7. Anna S. Mattila

Citations in the corpus

• An investigation of the role of justice in turnover intentions, job satisfaction, and organizational citizenship behavior in hospitality industry. (2010, positive): “This is due to improved employee–customer interaction and to improve ‘‘service climate’’ (Armario et al., 2004).”
• Developing a model for the influence of perceived organizational climate on organizational citizenship behaviour and organizational performance based on balanced score card (2014, background): “Altruism is an optional behaviour to help colleagues in performance related to their duties (Castro et al., 2004; Organ et al., 2006).”
• Managing human resources for service excellence and cost effectiveness at Singapore Airlines (2008, background): “In addition, the strength of the customer-front-line employee relationship is often an important driver of customer loyalty (Bove and Johnson, 2001; Castro et al., 2004).”