Managing customer citizenship behaviour: The moderating roles of employee responsiveness and organizational reassurance

Academic Article

Authors

  • Tung, Vincent Wing Sun
  • Chen, Po-Ju
  • Schuckert, Markus

    • Status

    Publication Date

  • April 2017

    • Has Subject Area

    Published In

    Keywords

  • Customer citizenship behaviour
  • Hotel
  • Reciprocity
  • Scenario-based experiment
  • Service reassurance
  • Social exchange theory

    • Digital Object Identifier (doi)

    Start Page

  • 23

    • End Page

  • 35

    • Volume

  • 59