STAFF ROLE IN ENCOURAGING CUSTOMER CITIZENSHIP BEHAVIORS (SUBJECT OF THE STUDY: TEJARAT BANK, TOP BRANCHES IN TEHRAN)

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HAMDI K.; KARAMI N.

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Journal Paper

Paper Information

Journal: JOURNAL OF MARKETING MANAGEMENT Year:2014 | Volume:9 | Issue:23 Page(s): 41-58

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Title

STAFF ROLE IN ENCOURAGING CUSTOMER CITIZENSHIP BEHAVIORS (SUBJECT OF THE STUDY: TEJARAT BANK, TOP BRANCHES IN TEHRAN)

Author(s)

HAMDI K. | KARAMI N. | Issue Writer Certificate

Keywords

CREDIBILITYQ2

BENEVOLENCEQ2

COMMITMENTQ2

PERSONAL LOYALTYQ2

INTERACTIONAL JUSTICEQ2

DISTRIBUTIVE JUSTICEQ2

Abstract

The current research aims to assess the impact of personal role of service employees on encouraging the customer citizenship behaviors in the best branches of Tejarat Bank. The sample size of this research comprises 499 participants that are chosen by cluster sampling method. The data are gathered using quantitative research method and questionnaire and analyzed with the help of structural equitation modeling.Based on previous studies, in order to evaluate the customer citizenship behaviors, 6 variables were derived namely: CREDIBILITY of service worker” “benevolence of service worker, “commitment to the service worker”, ” PERSONAL LOYALTY to the service worker”, ”interactional justice”, ”distributive justice” The results indicate that the employees have critical role in stimulating the citizenship behaviors of customers.

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APA: Copy

HAMDI, K., & KARAMI, N.. (2014). STAFF ROLE IN ENCOURAGING CUSTOMER CITIZENSHIP BEHAVIORS (SUBJECT OF THE STUDY: TEJARAT BANK, TOP BRANCHES IN TEHRAN). JOURNAL OF MARKETING MANAGEMENT, 9(23), 41-58. SID. https://sid.ir/paper/218870/en

Vancouver: Copy

HAMDI K., KARAMI N.. STAFF ROLE IN ENCOURAGING CUSTOMER CITIZENSHIP BEHAVIORS (SUBJECT OF THE STUDY: TEJARAT BANK, TOP BRANCHES IN TEHRAN). JOURNAL OF MARKETING MANAGEMENT[Internet]. 2014;9(23):41-58. Available from: https://sid.ir/paper/218870/en

IEEE: Copy

K. HAMDI, and N. KARAMI, “STAFF ROLE IN ENCOURAGING CUSTOMER CITIZENSHIP BEHAVIORS (SUBJECT OF THE STUDY: TEJARAT BANK, TOP BRANCHES IN TEHRAN),” JOURNAL OF MARKETING MANAGEMENT, vol. 9, no. 23, pp. 41–58, 2014, [Online]. Available: https://sid.ir/paper/218870/en

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