Managing customer citizenship behaviour: The moderating roles of employee responsiveness and organizational reassurance

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• 作者：Vincent Wing Sun Tung^a ; ^{vincent.tung@polyu.edu.hk}Author Vitae ; Po-Ju Chen^b ; ^{po-ju.chen@ucf.edu}Author Vitae ; Markus Schuckert^a ; ^{schuckert@polyu.edu.hk}Author Vitae
• 关键词：Customer citizenship behaviour ; Service reassurance ; Reciprocity ; Social exchange theory ; Hotel ; Scenario-based experiment
• 刊名：Tourism Management
• 出版年：2017
• 出版时间：April 2017
• 年：2017
• 卷：59
• 期：Complete
• 页码：23-35
• 全文大小：884 K
• 卷排序：59

文摘

Examines the influence of employee responsiveness and organizational reassurance towards customer citizenship behaviour. Focuses on one aspect of CCB identified in extant literature: the policing of other customers. Applies a scenario-based experimental design in the context of a hotel. Employee responsiveness and organizational reassurance moderates guest satisfaction, loyalty, and perceived value.