The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation

Nguyen Helena, Groth Markus, Walsh Gianfranco, Hennig-Thurau Thorsten


Publication type
Research article (journal)

Peer reviewed
Yes

Publication status
Published

Year
2014

Journal
Psychology, Marketing

Volume
31 (12), 1096-1109

Language
English

Full text
nguyen_et_al._2014_pm_the_impact_of_service_scripts_on_customer_citizenship_behavior_and_the_moderating_role_of_employee_customer_orientation.pdf