The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
When Customers Receive Support From Other Customers: Exploring the Influence of Intercustomer Social Support on Customer Voluntary Performance
Open accessAbstract
Service establishments would relish the opportunity to have their customers display customer voluntary performance (CVP) behaviors, which refer to helpful, discretionary customer behaviors that support an organization’s service performance and quality. This article draws on resource exchange theory to offer an explanation as to why some customers display CVP in the form of customer citizenship and customer care behaviors. The data reveal that customers who receive social-emotional support and, to a lesser extent, instrumental support from other customers in a service establishment reciprocate by exhibiting CVP toward the establishment and to customers in the establishment. This article demonstrates that socially supportive service environments are beneficial for customers’ health and for organizational profitability.
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Cites
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“By receiving social-emotional and instrumental support, people can remedy some of the negative symptoms associated with loneliness (Rosenbaum 2006) as well as illnesses such as heart disease, cancer, or other immune-deficiency diseases (Steptoe et al. 2004; Uchino, Cacioppo, and KiecoltGlaser 1996).”
BackgroundLoneliness in everyday life: Cardiovascular activity, psychosocial context, and health behaviors.
Hawkley, L. C., Burleson, M. H., Berntson, G. G., & Cacioppo, J. T. (2003) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.85.1.105 · Cited by 608 · cited 2×
“Although social support is communicated to people, this stance fails to capture the human needs that social support satisfies or to expose its influence on a person’s health (Hawkley et al. 2003; Stroebe and Stroebe 1996) and longevity (Giles et al.”
BackgroundSorkin, D., Rook, K. S., & Lu, J. L. (2002) · Annals of Behavioral Medicine · doi:10.1207/s15324796abm2404_05 · Cited by 277
Cited by
The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective
Jaakkola, E., & Alexander, M. (2014) · Journal of Service Research · doi:10.1177/1094670514529187 · Cited by 1,219
Customer experience challenges: Bringing together digital, physical and social realms
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0113 · Cited by 849
An expanded servicescape perspective
Rosenbaum, M. S., & Massiah, C. (2011) · Journal of Service Management · doi:10.1108/09564231111155088 · Cited by 601
Self-citationCustomer 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
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
Consumer Engagement in the Digital Era: Its Nature, Drivers, and Outcomes
Weitzl, W., & Einwiller, S. (2018) · The Handbook of Communication Engagement · doi:10.1002/9781119167600.ch31 · Cited by 14
Metadata
- Authors
- Rosenbaum, M. S., & Massiah, C. A.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2007-02
- Volume
- 9
- Issue
- 3
- Pages
- 257-270
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2135273139
- Cited by
- 416
- References
- 9
- FWCI
- 15.38
- Type
- journal article
- Language
- en
- Open access
- green
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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.
