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The Costs of Customer Service Citizenship Behaviors: A Qualitative Study
Organizational citizenship behaviors (OCBs) – behaviors not formally required or rewarded by the organization, but which promote its effectiveness – can be directed at coworkers, the organization itself or other stakeholders. OCBs directed at customers (customer-oriented citizenship behavior or OCBC...
| Autores principales: | , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
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Frontiers Media S.A.
2020
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| Materias: | |
| Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7092698/ https://www.ncbi.nlm.nih.gov/pubmed/32256434 http://dx.doi.org/10.3389/fpsyg.2020.00460 |