Organisational citizenship behaviour from the service customer’s perspective: a scale development and validation.
Sergio Román and Estela Fernández-Sabiote
Although an important avenue for customer value creation is the interaction between the service frontline employees and their customers, little attention has been paid to the consequences of frontline employees’ organisational citizenship behaviour (OCB) for customer relationship outcomes.
Organisational Citizenship
Behaviour From The Service Customer's Perspective
A scale development and
validation
Estela Fernndez-Sabiote and
Sergio Romn
University of Murcia
Introduction
Only recently organisational
citizenship behaviour (OCB) has been of increasing interest to the
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