How Does Customer Participation Affect the Customer Citizenship Behavior? The Mediating Role of Customer Satisfaction

被引：0
|
作者：
Liu Bao-wei [1 ]
Teng Er-yue [1 ]
Chen Li-qiao [1 ]
机构：
[1] Harbin Inst Technol, Sch Management, Harbin 150001, Heilongjiang, Peoples R China
来源：
2016 23RD ANNUAL INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE & ENGINEERING, VOLS. I AND II | 2016年
关键词：
customer participation; customer citizenship behaviour; customer satisfaction; CO-CREATION; SERVICES; RECOMMENDATION; LOYALTY;
D O I：
暂无
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
In this study, we investigate how customer participation affects the customer citizenship behavior. Wepropose a mediator model in which customer satisfaction act as mediatingmechanisms that transmit the positive effects of customer participation to customer citizenship behavior. Using a sample of 147 customers collected in China, we found that customer participationwas positively related to the customer citizenship behavior, and customer satisfaction partially mediated the relationship between customer participation and customer citizenship behavior. These findings contribute to understanding how customer participation increases the customer citizenship behavior.
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页码：1121 / 1126
页数：6
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