Systematic review on customer citizenship behavior: Clarifying the domain and future research agenda

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27510%2F22%3A10249119" target="_blank" >RIV/61989100:27510/22:10249119 - isvavai.cz</a>

Výsledek na webu

<a href="https://www.sciencedirect.com/science/article/pii/S0148296321008365" target="_blank" >https://www.sciencedirect.com/science/article/pii/S0148296321008365</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1016/j.jbusres.2021.11.029" target="_blank" >10.1016/j.jbusres.2021.11.029</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Systematic review on customer citizenship behavior: Clarifying the domain and future research agenda

Popis výsledku v původním jazyce

In the last two decades customer citizenship behavior (CCB) has attracted considerable attention. This systematic review maps what we already know about CCB. The study proposes remedies to the conceptual confusion in extant CCB research and positions it vis-a-vis similar but distinct concepts. The study systematizes existing knowledge about antecedents and consequences of CCB. CCB antecedents are organized into six categories: company resources, business to customer relationship quality, value cocreation, identity fit, customer to customer quality, and customer resources, while the CCB outcomes are organized into three categories: customer-company relational outcomes, customer-related outcomes and employeerelated outcomes. The study also offers an extensive CCB&apos;s further research directions that are grouped along Theory, Methodology and Context.

Název v anglickém jazyce

Systematic review on customer citizenship behavior: Clarifying the domain and future research agenda

Popis výsledku anglicky

In the last two decades customer citizenship behavior (CCB) has attracted considerable attention. This systematic review maps what we already know about CCB. The study proposes remedies to the conceptual confusion in extant CCB research and positions it vis-a-vis similar but distinct concepts. The study systematizes existing knowledge about antecedents and consequences of CCB. CCB antecedents are organized into six categories: company resources, business to customer relationship quality, value cocreation, identity fit, customer to customer quality, and customer resources, while the CCB outcomes are organized into three categories: customer-company relational outcomes, customer-related outcomes and employeerelated outcomes. The study also offers an extensive CCB&apos;s further research directions that are grouped along Theory, Methodology and Context.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2022

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

Journal of Business Research

ISSN

0148-2963

e-ISSN

1873-7978

Svazek periodika

140

Číslo periodika v rámci svazku

February

Stát vydavatele periodika

US - Spojené státy americké

Počet stran výsledku

15

Strana od-do

25-39

Kód UT WoS článku

000735206700003

EID výsledku v databázi Scopus

2-s2.0-85120806891