Exploring Customer Citizenship Behavior Through Customer–Organization Identification

IF 1.9 4区管理学 Q3 BUSINESS

Service Science Pub Date : 2023-07-10 DOI:10.1287/serv.2021.0051

Lishan Xie, Wenxuan Zhang, Xinhua Guan, T. Huan

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Abstract

This paper aims to investigate the influence of customer–organization identification from a customer–employee relationship perspective. Specifically, this paper examines the mediating effects of the customer–employee identification and customer–employee trust between the relationship between customer–organization identification and customer citizenship behavior. Based on social identity theory, this paper builds a research framework that is empirically tested using a sample of 465 patients or their families from one of the largest high-level hospitals in China. Structural equation modeling and a bootstrapping method were adopted to test the model and the mediation effects. Results of data analysis reveal that customer–organization identification has a direct positive influence on customer citizenship behavior, and customer–employee identification and customer–employee trust have positive mediation effects between customer–organization identification and customer citizenship behavior. Funding: This study was supported by the National Natural Science Foundation of China [Grant 71772186 to L. Xie and Grant 71802052 to X. Guan].

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透过顾客-组织认同探讨顾客公民行为

本文旨在从顾客-员工关系的角度研究顾客-组织认同的影响。具体而言，本文考察了顾客-员工认同和顾客-员工信任在顾客-组织认同与顾客公民行为关系中的中介作用。基于社会认同理论，本文构建了一个研究框架，并以中国最大的一家高水平医院的465名患者或家属为样本进行了实证检验。采用结构方程模型和自举方法对模型和中介效应进行检验。数据分析结果表明，顾客-组织认同对顾客公民行为具有直接的正向影响，顾客-员工认同和顾客-员工信任在顾客-组织认同与顾客公民行为之间具有正向中介作用。基金资助:本研究由国家自然科学基金资助[基金资助:71772186 to L. Xie;基金资助:71802052 to X. Guan]。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Service Science Multiple-

CiteScore

3.30

自引率

4.30%

发文量

期刊介绍： Service Science publishes innovative and original papers on all topics related to service, including work that crosses traditional disciplinary boundaries. It is the primary forum for presenting new theories and new empirical results in the emerging, interdisciplinary science of service, incorporating research, education, and practice, documenting empirical, modeling, and theoretical studies of service and service systems. Topics covered include but are not limited to the following: Service Management, Operations, Engineering, Economics, Design, and Marketing Service System Analysis and Computational Simulation Service Theories and Research Methods Case Studies and Application Areas, such as healthcare, energy, finance, information technology, logistics, and public services.