Organisational citizenship behaviour from the service customer’s perspective: a scale development and validation.

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...

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