Customer citizenship behavior on social networking sites: The role of relationship quality, identification, and service attributes
暂无分享,去创建一个
Pei-Yi Lin | Shih-Hao Wu | Stephen Chi-Tsun Huang | Ching-Yi Daphne Tsai | Shih-Hao Wu | Ching-Yi Daphne Tsai | Pei-Yi Lin
[1] R. Bagozzi,et al. Self-categorization, affective commitment and group self-esteem as distinct aspects of social identity in the organization. , 2000, The British journal of social psychology.
[2] Markus Groth. Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries , 2005 .
[3] Mark S. Johnson,et al. The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships , 1999 .
[4] S. Swanson,et al. The role of relationship quality in the stratification of vendors as perceived by customers , 1998 .
[5] Brock Smith,et al. Buyer-Seller Relationships: Bonds, Relationship Management, and Sex-Type , 2009 .
[6] Tom J. Brown,et al. Social versus psychological brand community: The role of psychological sense of brand community , 2008 .
[7] S. Beatty,et al. Service worker role in encouraging customer organizational citizenship behaviors , 2009 .
[8] A. Voci. The link between identification and in-group favouritism: effects of threat to social identity and trust-related emotions. , 2006, The British journal of social psychology.
[9] Sheizaf Rafaeli,et al. Investigating Ownership and the Willingness to Share Information Online , 2007, Comput. Hum. Behav..
[10] Charles F. Hofacker,et al. The Influence of Personality on Active and Passive Use of Social Networking Sites , 2011 .
[11] Raymond Y. K. Lau,et al. Discovering target groups in social networking sites: An effective method for maximizing joint influential power , 2012, Electron. Commer. Res. Appl..
[12] W. Sasser,et al. The profitable art of service recovery. , 1990, Harvard business review.
[13] Hung-Chang Chiu,et al. The effects of relational bonds on online customer satisfaction , 2009 .
[14] Enrique Bigné-Alcañiz,et al. The Role of Self-Definitional Principles in Consumer Identification with a Socially Responsible Company , 2009 .
[15] Juhani Iivari,et al. Why do individuals use computer technology? A Finnish case study , 1995, Inf. Manag..
[16] C. Bhattacharya,et al. Antecedents and consequences of customer-company identification: expanding the role of relationship marketing. , 2005, The Journal of applied psychology.
[17] R. Bagozzi,et al. On the evaluation of structural equation models , 1988 .
[18] Robert W. Palmatier,et al. Use of relationship marketing programs in building customer-salesperson and customer-firm relationships: Differential influences on financial outcomes , 2007 .
[19] S. Ghose,et al. Reciprocal Spillover Effects: A Strategic Benefit of Brand Extensions , 2003 .
[20] Michael A. McCollough,et al. Service Encounter Emotional Value , 2001 .
[21] M. E. Gordon,et al. Relationship marketing effectiveness: The role of involvement , 1998 .
[22] James C. Anderson,et al. STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .
[23] Barton A. Weitz,et al. The Use of Pledges to Build and Sustain Commitment in , 1992 .
[24] Mary Helen Fagan,et al. Exploring the Intention to Use Computers: An Empirical Investigation of the Role of Intrinsic Motivation, Extrinsic Motivation, and Perceived Ease of Use , 2008, J. Comput. Inf. Syst..
[25] K. Lewin,et al. Field Theory in Social Science: Selected Theoretical Papers , 1951 .
[26] Kuo-Ming Chu. A study of members' helping behaviors in online community , 2009, Internet Res..
[27] G. Zaltman,et al. Factors affecting trust in market research relationships. , 1993 .
[28] Dwayne D. Gremler,et al. Understanding Relationship Marketing Outcomes , 2002 .
[29] Robert P. Leone,et al. Psychological Implications of Customer Participation in Co-Production , 2003 .
[30] T. Yamagishi,et al. Trust and commitment in the United States and Japan , 1994 .
[31] Yuval Livnat. On the Nature of Benevolence , 2004 .
[32] Sangphet Hanvanich,et al. Does Customer Knowledge Affect How Loyalty is Formed? , 2002 .
[33] D. Fesenmaier,et al. Defining the virtual tourist community: implications for tourism marketing , 2002 .
[34] Robert W. Palmatier,et al. Influence of customer participation on creating and sharing of new product value , 2008 .
[35] Kenneth R. Evans,et al. The effects of customer participation in co-created service recovery , 2008 .
[36] Dawn Iacobucci,et al. Commercial and Interpersonal Relationships; Using the Structure of Interpersonal Relationships to Understand Individual-to-Individual, Individual-to-Firm, and Firm-to-Firm Relationships in Commerce , 1996 .
[37] Yi-Ching Hsieh,et al. A Study of the Impacts of Service Quality on Relationship Quality in Search-Experience-Credence Services , 2004 .
[38] C. Fornell,et al. Evaluating structural equation models with unobservable variables and measurement error. , 1981 .
[39] Gianfranco Walsh,et al. Investigating mediators between corporate reputation and customer citizenship behaviors , 2011 .
[40] Thomas H. Brush,et al. Toward a contingent resource‐based theory: the impact of information asymmetry on the value of capabilities in veterinary medicine , 1999 .
[41] D. A. Kenny,et al. The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. , 1986, Journal of personality and social psychology.
[42] A. Herrmann,et al. The Social Influence of Brand Community: Evidence from European Car Clubs , 2005 .
[43] S. Alexander Haslam,et al. Motivating Individuals and Groups at Work: A Social Identity Perspective on Leadership and Group Performance , 2004 .
[44] Danah Boyd,et al. Social Network Sites: Definition, History, and Scholarship , 2007, J. Comput. Mediat. Commun..
[45] Bertil Hultén,et al. Sensory marketing: the multi‐sensory brand‐experience concept , 2011 .
[46] Chiung-Ju Liang,et al. Does online relationship marketing enhance customer retention and cross-buying? , 2008 .
[47] S. Hunt,et al. The Commitment-Trust Theory of Relationship Marketing , 1994 .
[48] Thomas H. Davenport,et al. Book review:Working knowledge: How organizations manage what they know. Thomas H. Davenport and Laurence Prusak. Harvard Business School Press, 1998. $29.95US. ISBN 0‐87584‐655‐6 , 1998 .
[49] Yi-Ching Hsieh,et al. Maintaining a committed online customer: A study across search-experience-credence products , 2005 .
[50] Mary Jo Bitner,et al. The Development and Emergence of Services Marketing Thought , 1994 .
[51] S. J. Motowidlo,et al. Prosocial Organizational Behaviors , 1986 .
[52] Jinyoung Min,et al. The distinct roles of dedication-based and constraint-based mechanisms in social networking sites , 2015, Internet Res..
[53] K. Reynolds,et al. Customer-sales associate retail relationships , 1996 .
[54] E. Deci,et al. Intrinsic and Extrinsic Motivations: Classic Definitions and New Directions. , 2000, Contemporary educational psychology.
[55] Hui-Chun Chan,et al. Community based innovation: its antecedents and its impact on innovation success , 2013, Internet Res..
[56] Hean Tat Keh,et al. Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment ☆ , 2009 .
[57] Lance A. Bettencourt,et al. Customer voluntary performance: Customers as partners in service delivery , 1997 .
[58] Carolyn A. Massiah,et al. When Customers Receive Support From Other Customers: Exploring the Influence of Intercustomer Social Support on Customer Voluntary Performance , 2007 .
[59] Katherine N. Lemon,et al. Customer Experience Creation: Determinants, Dynamics and Management Strategies , 2009 .
[60] H. Rao,et al. Understanding the Bond of Identification: An Investigation of its Correlates among Art Museum Members: , 1995 .
[61] P. Nath,et al. Role of Electronic Trust in Online Retailing: A Re-examination of the Commitment-Trust Theory , 2007 .
[62] Lawrence A. Crosby,et al. Relationship Quality in Services Selling: An Interpersonal Influence Perspective: , 1990 .
[63] D. Organ. Organizational citizenship behavior: The good soldier syndrome. , 1988 .
[64] Jan Wieseke,et al. Social Identity and the Service-Profit Chain , 2009 .
[65] Fred A. Mael,et al. Alumni and their alma mater: A partial test of the reformulated model of organizational identification , 1992 .
[66] J. Guiltinan. The Price Bundling of Services: A Normative Framework , 1987 .
[67] Matthew K. O. Lee,et al. Acceptance of Internet-based learning medium: the role of extrinsic and intrinsic motivation , 2005, Inf. Manag..
[68] R. Sitgreaves. Psychometric theory (2nd ed.). , 1979 .
[69] Lisa R. Klein. Evaluating the Potential of Interactive Media through a New Lens: Search versus Experience Goods , 1998 .
[70] Mary Jo Bitner,et al. Building service relationships: It’s all about promises , 1995 .
[71] L. Berry. Relationship marketing of services—growing interest, emerging perspectives , 1995 .
[72] Taeshik Gong,et al. Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention , 2011 .
[73] Amy L. Ostrom,et al. Consumer Trade-Offs and the Evaluation of Services , 1995 .
[74] H. Yen,et al. The impact of customer participation and service expectation on Locus attributions following service failure , 2004 .
[75] Huei Huang Kuan,et al. Trust transference in brick and click retailers: An investigation of the before-online-visit phase , 2007, Inf. Manag..
[76] Shan Liu,et al. The effect of intrinsic and extrinsic motivations on mobile coupon sharing in social network sites: The role of coupon proneness , 2016, Internet Res..
[77] Monle Lee,et al. Relationship marketing and consumer switching behavior , 2005 .
[78] Cynthia A. Lengnick-Hall,et al. From recipient to contributor: examining customer roles and experienced outcomes , 2000 .
[79] Neng-Pai Lin,et al. Relational Bonds and Customer's Trust and Commitment - A Study on the Moderating Effects of Web Site Usage , 2003 .
[80] Sajeev Varki,et al. Measuring the quality of relationships in consumer services: an empirical study , 2003 .
[81] Peter Neijens,et al. Friend me: Which factors influence top global brands participation in social network sites , 2012, Internet Res..
[82] Mary Jo Bitner,et al. Relational benefits in services industries: The customer’s perspective , 1998 .
[83] C. Grönroos,et al. Managing Customer Relationships for Profit: The Dynamics of Relationship Quality , 1994 .
[84] C. Bhattacharya,et al. Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies , 2003 .
[85] C. Anderson,et al. Violent video game effects on aggression, empathy, and prosocial behavior in eastern and western countries: a meta-analytic review. , 2010, Psychological bulletin.
[86] Leonard V. Coote,et al. Corporate sponsorship of a cause: the role of identification in purchase intent , 2005 .
[87] John A. Czepiel. Service encounters and service relationships: Implications for research , 1990 .
[88] Robert W. Palmatier,et al. Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis , 2006 .
[89] Zach W. Y. Lee,et al. Self-disclosure in social networking sites: The role of perceived cost, perceived benefits and social influence , 2015, Internet Res..
[90] Soumitra Dutta,et al. What's your personal social media strategy? , 2010, Harvard business review.
[91] Jyh-Shen Chiou,et al. The effect of community identification on attitude and intention toward a blogging community , 2009, Internet Res..
[92] Peter J. Danaher,et al. How Often Versus How Long , 2009 .
[93] C. Marlene Fiol,et al. Identification in Face-to-Face, Hybrid, and Pure Virtual Teams: Untangling the Contradictions , 2005, Organ. Sci..
[94] John O. Summers,et al. Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations , 2000 .