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http://hdl.handle.net/10397/62063
Title: | Managing customer citizenship behaviour : the moderating roles of employee responsiveness and organizational reassurance | Authors: | Tung, VWS Chen, PJ Schuckert, M |
Issue Date: | Apr-2017 | Source: | Tourism management, Apr. 2017, v. 59, p. 23-35 | Abstract: | This study examines the influence of employee responsiveness and organizational reassurance towards customer citizenship behaviour (CCB) on building guest satisfaction, loyalty, and perceived value. The study considers insights from concepts in psychology including attachment theory, self-congruity theory, affect infusion model, and social exchange theory which are relevant to the problematics of CCB. The scenario-based experimental design used in this study focuses on one aspect of CCB identified in extant literature: the policing of other customers. In a hospitality context, guests voluntarily participate in safeguarding an organization's quality when they identify areas that may be impacted by opportunistic behaviours of fellow guests. This context is highly relevant in hospitality and tourism settings where the behaviour of one individual may directly impact the experience of another given the co-creation of experience in a shared environment. Both employee responsiveness and organizational reassurance were found to significantly moderate guest satisfaction, loyalty and perceived value. | Keywords: | Customer citizenship behaviour Hotel Reciprocity Scenario-based experiment Service reassurance Social exchange theory |
Publisher: | Pergamon Press | Journal: | Tourism management | ISSN: | 0261-5177 | EISSN: | 1879-3193 | DOI: | 10.1016/j.tourman.2016.07.010 | Rights: | © 2016 Elsevier Ltd. All rights reserved. © 2016. This manuscript version is made available under the CC-BY-NC-ND 4.0 license https://creativecommons.org/licenses/by-nc-nd/4.0/ The following publication Tung, V. W. S., Chen, P. J., & Schuckert, M. (2017). Managing customer citizenship behaviour: The moderating roles of employee responsiveness and organizational reassurance. Tourism Management, 59, 23-35 is available at https://doi.org/10.1016/j.tourman.2016.07.010 |
Appears in Collections: | Journal/Magazine Article |
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Tung_Managing_Customer_Citizenship.pdf | Pre-Published version | 1.06 MB | Adobe PDF | View/Open |
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