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Cited by 1,033

The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.

Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing.

Ahearne, Michael, Bhattacharya, C. B., Gruen, Thomas·2005·Journal of Applied Psychology
DOI 10.1037/0021-9010.90.3.574
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Abstract

This article presents an empirical test of organizational identification in the context of customer-company (C-C) relationships. It investigates whether customers identify with companies and what the antecedents and consequences of such identification are. The model posits that perceived company characteristics, construed external image, and the perception of the company's boundary-spanning agent lead to C-C identification. In turn, such identification is expected to impact both in-role behavior (i.e., product utilization) as well as extra-role behavior (i.e., citizenship). The model was tested in a consultative selling context of pharmaceutical sales reps calling on physicians. Results from the empirical test indicated that customers do indeed identify with organizations and that C-C identification positively impacts both product utilization behavior and extra-role behavior even when the effect of brand perception is accounted for. Second, the study found that the organization's characteristics as well as the salesperson's characteristics contributed to the development of C-C identification.

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Crossref · 10.1037/0021-9010.90.3.574

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Metadata

Authors
Ahearne, M., Bhattacharya, C. B., & Gruen, T.
Venue
Journal of Applied Psychology
Publisher
American Psychological Association (APA)
Published
2005
Volume
90
Issue
3
Pages
574-585
ISSN
  • 0021-9010 (ISSN-L)
  • 1939-1854
DOI
10.1037/0021-9010.90.3.574
OpenAlex
W2161511209
Cited by
1,033
References
12
FWCI
23.78
Type
journal article
Language
en
Open access
closed

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Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.