Results 1 to 10 of about 32,116 (267)
Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions? [PDF]
Frontiers in Psychology, 2022 Dysfunctional customer behavior is common in service settings. For frontline employees, negative encounters can cause short-term despondency or have profound, long-term psychological effects that often result in both direct and indirect costs to service ...
Biyan Xiao +3 more
doaj +2 more sources
Egoism or Altruism? The Influence of Cause-Related Marketing on Customers’ Extra-Role Behavior
Frontiers in Psychology, 2022 Based on attribution theory and regulatory focus theory, this paper discusses the influence mechanism of cause-related marketing on customers’ extra-role behavior and the moderating effects of customer promotion focus and customer prevention focus.
Zhang Hui, Hu Wenan
doaj +1 more source
Influence Mechanism of Social Support of Online Travel Platform on Customer Citizenship Behavior
Frontiers in Psychology, 2022 Customer citizenship behavior has attracted widespread attention from scholars due to its capacity of enabling enterprises to gain competitive advantages of low costs and high efficiency by giving full play to the initiative of customers.
Yu-mei Ning, Yu-mei Ning, Chuan Hu
doaj +1 more source
Tit for tat or good for evil? Linking customer incivility, hostility, guilt, and employee behaviors
Frontiers in Psychology, 2023 The existing literature overemphasizes the negative effects of customer incivility on service employees. However, the positive effects of customer incivility on employee behavior are rarely mentioned.
Chong Chen, Mingyu Zhang, Yihua Zhang
doaj +1 more source
Effect of e-service quality on customer engagement behavior in community e-commerce
Frontiers in Psychology, 2022 Customer engagement behavior is a critical success factor for community e-commerce. While many community e-commerce websites are currently improving service quality to enhance customer engagement behavior, little is known about how such e-services affect
Wenfang Fan, Bingjia Shao, Xiaohua Dong
doaj +1 more source
Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers [PDF]
Sustainability, 2020 This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees’ incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect.
Asif Nawaz +5 more
openaire +2 more sources
Binus Business Review, 2022 The food delivery service that has gained popularity over the last few years should preserve its competitiveness by developing customer satisfaction and loyalty through customer value co-creation behaviors.
Adinda Toti Paringan, Santi Novani
doaj +1 more source
SAGE Open, 2021 This study investigates the mediating effect of brand experience on the relationship between customer motivation and engagement behavior and conceptualizes customer motivation from the multiple dimensions of information seeking, entertainment, and social
Xi Chen, Chunlan Jiao, Ran Ji, Yu Li
doaj +1 more source
Journal of Sustainable Marketing, 2020 This study investigates the impact of corporate social responsibility (CSR) on customer citizenship behavior in the hospitality industry. Further, it explores the mediation effect of customer-company identification and the moderating role of generation ...
Fatima Alhouz
doaj +1 more source
The Effect of Customer Value Co Creation Behavior and Brand Preference on Repurchase Intention [PDF]
کاوشهای مدیریت بازرگانی, 2021 Today, businesses have particular attention to customer participation and their responsibility towards firms in order to increase their profits and market share.
Mostafa Ebrahimpour Azbari, +2 more
doaj +1 more source