Customer citizenship behaviours : towards the development of a typology.
作者： Liliana Bove , Simon Pervan , Nichola Robertson
DOI:
关键词: Social psychology 、 Service (business) 、 Flexibility (personality) 、 Word of mouth 、 Facilitation 、 Citizenship 、 Business 、 Typology 、 Confirmatory factor analysis
摘要: Eight types of customer citizenship behaviours were extracted from the existing marketing literature, and more developed organisational behaviour literature. These included: positive word mouth behaviour; suggestions for service improvements; participation in organisation events/activities; benevolent acts facilitation; policing other customers; flexibility; voice displays relationship affiliation. Although such as word-ofmouth have established empirical measures, do not. The objective this study, therefore, was to source, adapt derive measures each eight identified behaviours. Using exploratory confirmatory factor analysis, these validated across three contexts.
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