The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries
Abstract
Organizational citizenship behavior (OCB) research is extended to the customer domain by examining the role of customer behavior in Internet service deliveries. Based on the OCB framework, it was hypothesized that a conceptual distinction between in-role behaviors (i.e., task performance) and extra-role behaviors (i.e., citizenship behavior) can be extended to customers who participate in service delivery. Survey data show that customers differentiate coproduction behaviors from customer citizenship behaviors. Furthermore, these two behaviors had different sets of predictors. Theoretical and practical implications are discussed from the perspective of OCB theories.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.2307/3151312 · Cited by 109,314
Evaluating structural equation models with unobservable variables and measurement error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800104 · Cited by 109,190
The job satisfaction–job performance relationship: A qualitative and quantitative review.
Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2001) · Psychological Bulletin · doi:10.1037/0033-2909.127.3.376 · Cited by 4,760
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301
Rotundo, M., & Sackett, P. R. (2002) · Journal of Applied Psychology · doi:10.1037/0021-9010.87.1.66 · Cited by 1,545 · cited 1×
“For example, counterproductive employee behaviors (e.g., deviance, theft, aggression) have received increasing attention in the management literature and have been directly compared and contrasted with OCB (e.g., Robinson & Bennett, 1995; Rotundo & Sackett, 2002).”
MacKenzie, S. B., Podsakoff, P. M., & Fetter, R. (1991) · Organizational Behavior and Human Decision Processes · doi:10.1016/0749-5978(91)90037-t · Cited by 807
Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation
Mills, P. K., & Morris, J. H. (1986) · The Academy of Management Review · doi:10.2307/258392 · Cited by 735
Distinguishing between service relationships and encounters.
Gutek, B. A., Bhappu, A. D., Liao-Troth, M. A., & Cherry, B. (1999) · Journal of Applied Psychology · doi:10.1037/0021-9010.84.2.218 · Cited by 346
Cited by
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015) · Journal of Service Research · doi:10.1177/1094670515572128 · Cited by 442
Customer engagement behaviors: The role of service convenience, fairness and quality
Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.018 · Cited by 313
Customer participation and value creation: a systematic review and research implications
Mustak, M., Jaakkola, E., & Halinen, A. (2013) · Managing Service Quality: An International Journal · doi:10.1108/msq-03-2013-0046 · Cited by 302
Zhu, D. H., Sun, H., & Chang, Y. P. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.04.013 · Cited by 172
Metadata
- Authors
- Groth, M.
- Venue
- Journal of Management
- Publisher
- SAGE Publications
- Published
- 2005-02
- Volume
- 31
- Issue
- 1
- Pages
- 7-27
- ISSN
- 0149-2063 (ISSN-L)
- 1557-1211
- OpenAlex
- W2111053589
- Cited by
- 813
- References
- 8
- FWCI
- 8.59
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries. https://app.cochat.ai/papers/10.1177/0149206304271375
- The paper
- Groth, M. (2005). Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries. Journal of Management. https://doi.org/10.1177/0149206304271375
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.
