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
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;
Conference_Titel :
Management and Service Science (MASS), 2011 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-6579-8
DOI :
10.1109/ICMSS.2011.5998794
