Contextualizing customer organizational citizenship behaviors: The changing nature of value cocreation and customer satisfaction across service settings

Choi Laee; Lawry Charles A.; Kim MiRan

摘要

Abstract >This study identified economic, emotional, and relational value as outcomes of customer organizational citizenship behaviors (COCBs; Study 1: in‐depth interviews). Study 2 (filed survey) found that COCBs have the strongest impact on emotional value compared with economic and relational value. Economic, emotional, and relational value also lead to customer satisfaction. Specifically, the findings supported that emotional value asymmetrically influences customer satisfaction, whereas economic and relational value symmetrically and positively influence customer satisfaction. Study 3 (filed survey) demonstrated that emotional value through COCBs has a greater and symmetrical influence on satisfaction in hedonic rather than utilitarian service contexts. However, economic value through COCBs is negatively associated with satisfaction in hedonic contexts, and there is no significant difference in the impact of relational value on satisfaction between service contexts. This study furnishes empirical evidence for the associations among COCBs, value perceptions, and customer satisfaction, along with their dynamic relationship patterns across service contexts. </abstract> </span> <span class="z_kbtn z_kbtnclass hoverxs" style="display: none;">展开▼</span> </div> <div class="translation abstracttxt"> <span class="zhankaihshouqi fivelineshidden" id="abstract"> <span>机译：</span><Abstract Type =“main”XML：Lang =“en”> <标题类型=“main”>抽象</ title> >本研究确定了作为客户组织公民行为的结果的经济，情感和关系价值（COCBS ;研究1：深入访谈）。研究2（提交的调查）发现，与经济和关系价值相比，COCB对情绪价值具有最强的影响。经济，情感和关系的价值也会导致客户满意度。具体而言，调查结果支持，情绪价值不对称地影响客户满意度，而对称性和积极影响客户满意度的经济和关系。研究3（提交的调查）证明，通过COCB的情绪价值对诸文而不是功利主义服务环境的满意度具有更大和对称的影响。然而，通过COCB的经济价值与诸如夏季语境的满意度负面相关，并且关系环境与服务环境之间满意度的影响没有显着差异。本研究为COCBS，价值感知和客户满意度之间的关联提供了经验证据，以及其跨服务环境的动态关系模式。</ p> </ abstract> </span> <span class="z_kbtn z_kbtnclass hoverxs" style="display: none;">展开▼</span> </div> </div> <div class="record"> <h2 class="all_title" id="enpatent33" >著录项</h2> <ul> <li> <span class="lefttit">来源</span> <div style="width: 86%;vertical-align: text-top;display: inline-block;"> <a href='/journal-foreign-30111/'>《Psychology & marketing》</a> <b style="margin: 0 2px;">|</b><span>2019年第5期</span><b style="margin: 0 2px;">|</b><span>共18页</span> </div> </li> <li> <div class="author"> <span class="lefttit">作者</span> <p id="fAuthorthree" class="threelineshidden zhankaihshouqi"> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Choi Laee&option=202" target="_blank" rel="nofollow">Choi Laee;</a> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Lawry Charles A.&option=202" target="_blank" rel="nofollow">Lawry Charles A.;</a> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Kim MiRan&option=202" target="_blank" rel="nofollow">Kim MiRan;</a> </p> <span class="z_kbtnclass z_kbtnclassall hoverxs" id="zkzz" style="display: none;">展开▼</span> </div> </li> <li> <div style="display: flex;"> <span class="lefttit">作者单位</span> <div style="position: relative;margin-left: 3px;max-width: 639px;"> <div class="threelineshidden zhankaihshouqi" id="fOrgthree"> <p>Department of MarketingMalik and Seeme Hasan School of Business Colorado State UniversityPueblo Colorado;</p> <p>Department of Digital Media and DesignDigital Strategy University of ConnecticutStorrs Connecticut;</p> <p>The School of Hospitality Business Michigan State UniversityEast Lansing Michigan;</p> </div> <span class="z_kbtnclass z_kbtnclassall hoverxs" id="zhdw" style="display: none;">展开▼</span> </div> </div> </li> <li > <span class="lefttit">收录信息</span> <span style="width: 86%;vertical-align: text-top;display: inline-block;"></span> </li> <li> <span class="lefttit">原文格式</span> <span>PDF</span> </li> <li> <span class="lefttit">正文语种</span> <span>eng</span> </li> <li> <span class="lefttit">中图分类</span> <span><a href="https://www.zhangqiaokeyan.com/clc/386.html" title="应用心理学">应用心理学;</a></span> </li> <li class="antistop"> <span class="lefttit">关键词</span> <p style="width: 86%;vertical-align: text-top;"> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=asymmetric relationship&option=203" rel="nofollow">asymmetric relationship;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=customer organizational citizenship behaviors&option=203" rel="nofollow">customer organizational citizenship behaviors;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=customer satisfaction&option=203" rel="nofollow">customer satisfaction;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=hedonic services&option=203" rel="nofollow">hedonic services;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=self‐serving bias theory&option=203" rel="nofollow">self‐serving bias theory;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=utilitarian services&option=203" rel="nofollow">utilitarian services;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=value cocreation&option=203" rel="nofollow">value cocreation;</a> </p> <div class="translation"> 机译：不对称关系;客户组织公民行为;客户满意度;储层服务;自助偏见理论;利用者服务;价值cocreateation; 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customer satisfaction management method and customer satisfaction management program</a> <b>[P]</b> . <span> 外国专利：  JP6549977B2 </span> <span> . 2019-07-24</span> </div> <p class="zwjiyix translation" style="max-width: initial;height: auto;word-break: break-all;white-space: initial;text-overflow: initial;overflow: initial;"> <span>机译：客户满意度管理装置，客户满意度管理方法和客户满意度管理程序 </span> </p> </li> <li> <div> <b>5. </b><a class="enjiyixqcontent" href="/patent-detail/06130410526207.html">CUSTOMER SATISFACTION LEVEL MANAGEMENT DEVICE, CUSTOMER SATISFACTION LEVEL MANAGEMENT METHOD, AND CUSTOMER SATISFACTION LEVEL MANAGEMENT PROGRAM</a> <b>[P]</b> . <span> 外国专利：  JP2017102549A </span> <span> . 2017-06-08</span> </div> <p class="zwjiyix translation" style="max-width: initial;height: auto;word-break: break-all;white-space: initial;text-overflow: initial;overflow: initial;"> <span>机译：客户满意度级别管理装置，客户满意度级别管理方法和客户满意度级别管理程序 </span> </p> </li> </ul> </div> </div> </div> <div class="theme cardcommon" 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