Title :
Review of the measurement to customer citizenship behaviors
Author_Institution :
Sch. of Economic & Manage., Shenyang Ligong Univ., Shenyang, China
Abstract :
Previous research suggested that customer citizenship behaviors can improve service quality and performance of firms. How to measure customer citizenship behaviors and whether the scales influence the accuracy and scientificity of empirical study. The paper made a retrospect about related literatures about customer citizenship behaviors, reviewed applied scales, analyzed the scales from reliability and validity, and throw out suggestions for developing and applying localization scales.
Keywords :
customer services; service industries; customer citizenship behavior measurement; localization scales; service industry; service quality; Atmospheric measurements; Australia; Distance measurement; Organizations; Particle measurements; Reliability; USA Councils; customer citizenship behaviors; customer extra-role behaviors; measurement;
Conference_Titel :
Management Science and Industrial Engineering (MSIE), 2011 International Conference on
Conference_Location :
Harbin
Print_ISBN :
978-1-4244-8383-9
DOI :
10.1109/MSIE.2011.5707687
