DocumentCode
2975352
Title
Investigating Mediators between Customer Orientation and Customer Citizenship Behaviors: A Conceptual Model
Author
Zhang, Yang ; Ma, Qinhai ; Sun, Qi ; Fan, Guangwei
Author_Institution
Sch. of Bus. Adm., Northeastern Univ., Shenyang, China
fYear
2011
fDate
12-14 Aug. 2011
Firstpage
1
Lastpage
3
Abstract
A conceptual model is developed in order to investigate how customer orientation influence customer citizenship behaviors. The concepts of customer orientation, customer satisfaction, customer commitment and customer citizenship behaviors are identified. Five hypotheses are advanced based on literature review. Finally, this research points out that the conceptual model needs empirical examination.
Keywords
customer services; psychology; customer citizenship behavior; customer commitment; customer orientation behavior; Companies; Customer satisfaction; Distance measurement; Educational institutions; Mathematical model;
fLanguage
English
Publisher
ieee
Conference_Titel
Management and Service Science (MASS), 2011 International Conference on
Conference_Location
Wuhan
Print_ISBN
978-1-4244-6579-8
Type
conf
DOI
10.1109/ICMSS.2011.5998794
Filename
5998794
Link To Document