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
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Optimising customer support in contact centres using soft computing approach [PDF]
, 2006 This paper describes the research and development of a methodology for optimising the customer support in contact centres (CC) using a soft computing approach.
Tiwari, Ashutosh +2 more
core +7 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
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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
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The role of customer engagement behavior in value co-creation : a service system perspective [PDF]
, 2014 Recent developments in marketing highlight the blurring of boundaries between firms and customers. The concept of customer engagement aggregates the multiple ways customer behaviors beyond transactions may influence the firm.
Jaakkola, Elina, Alexander, Matthew
core +4 more sources
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
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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
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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
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The antecedents and consequences of service customer citizenship and badness behavior [PDF]
, 2006 This paper presents an empirical test of the antecedents and consequences of customer extra-role behavior (i.e., customer citizenship behavior and badness behavior).
Yi, Youjae, Gong, Taeshik
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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
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