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dc.contributor.author周星
dc.contributor.authorZHOU Xing
dc.contributor.author郭功星
dc.contributor.authorGUO Gong-xing
dc.date.accessioned2016-01-13T02:50:40Z
dc.date.available2016-01-13T02:50:40Z
dc.date.issued2014-04
dc.identifier.citation厦门大学学报(哲学社会科学版), 2014, 222 (2):129-138zh_CN
dc.identifier.issn0438-0460
dc.identifier.urihttps://dspace.xmu.edu.cn/handle/2288/94356
dc.description周星,厦门大学管理学院教授、博士生导师,管理学博士;郭功星,厦门大学管理学院博士研究生。zh_CN
dc.description.abstract【中文摘要】在服务业蓬勃发展的背景下,顾客越来越多地参与到企业的日常经营活动中。采用问卷调查法就组织公民行为对顾客公民行为的影响及作用机制进行探讨,结果发现:组织公民行为会正向影响顾客公民行为;顾客满意在组织公民行为和顾客公民行为之间起着中介作用,即组织公民行为通过正向影响顾客满意进而对顾客公民行为产生积极影响;顾客的信任倾向在组织公民行为与顾客满意之间的关系中起到调节效应。 【Abstract】As China is experiencing a boom in service industry,more and more customers are participating in the daily business activities of enterprises. This study used a questionnaire to investigate the impact of organizational citizenship behavior on customer citizenship behavior (CCB). Our results show that organizational citizenship behavior has a positive influence on CCB. Customer satisfaction mediates between organizational citizenship behavior and CCB,i.e. organizational citizenship behavior influences CCB positively by its positive influence on customer satisfaction. Trust from customers tends to moderate between organizational citizenship behavior and customer satisfaction.zh_CN
dc.description.sponsorship教育部人文社会科学研究项目“多渠道环境下的消费者渠道迁徙行为研究”(11YJA630215);福建省教育厅项目“营销3.0时代福建省消费者信任重塑与品牌提升问题研究”zh_CN
dc.language.isozhzh_CN
dc.publisher厦门大学学报(哲学社会科学版)编辑部zh_CN
dc.subject组织公民行为zh_CN
dc.subjectorganizational citizenship behaviorzh_CN
dc.subject顾客公民行为zh_CN
dc.subjectcustomer citizenship behaviorzh_CN
dc.subject顾客满意zh_CN
dc.subjectcustomer satisfactionzh_CN
dc.subject影响机制zh_CN
dc.subjectinfluence mechanismzh_CN
dc.title组织公民行为对顾客公民行为的影响机制研究zh_CN
dc.title.alternativeA Study of the Influence of Organizational Citizenship Behavior on Customer Citizenship Behaviorzh_CN
dc.typeJournal Paperzh_CN


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