Extrinsic experiential value as an antecedent of customer citizenship behavior

The research on customer citizenship behavior is getting much attention in service marketing literature. However, past researches in finding antecedents of customer citizenship behavior are limited to intrinsic value while the role of extrinsic value in customer citizenship behavior is largely ignor...

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Main Authors: Shamim, A., Ghazali, Z., Abdul Jamak, A.B.S.
Format: Conference or Workshop Item
Institution: Universiti Teknologi Petronas
Record Id / ISBN-0: utp-eprints.30725 /
Published: Institute of Electrical and Electronics Engineers Inc. 2015
Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-84962280482&doi=10.1109%2fISTMET.2015.7359029&partnerID=40&md5=816c951f22f41997b029b3756ed9cbbf
http://eprints.utp.edu.my/30725/
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id utp-eprints.30725
recordtype eprints
spelling utp-eprints.307252022-03-25T07:15:52Z Extrinsic experiential value as an antecedent of customer citizenship behavior Shamim, A. Ghazali, Z. Abdul Jamak, A.B.S. The research on customer citizenship behavior is getting much attention in service marketing literature. However, past researches in finding antecedents of customer citizenship behavior are limited to intrinsic value while the role of extrinsic value in customer citizenship behavior is largely ignored. The aim of this study is to fill this gap by investigating the effect of extrinsic experiential value on customer citizenship behavior. The data was collected from 800 customers of four hypermarkets located in five states of Malaysia. The covariance-based structural equation modeling approach was used to analyze the data. Findings indicate that extrinsic value has significant and positive impact on all four dimensions (feedback, helping, advocacy, tolerance) of customer citizenship behavior. The findings suggest that extrinsic value, that is, customer return on investment and service excellence, are important source for developing customer citizenship behavior. Therefore, there is dire need to focus on extrinsic value to achieve customer citizenship behavior which will subsequently lead to gain competitive advantage. © 2015 IEEE. Institute of Electrical and Electronics Engineers Inc. 2015 Conference or Workshop Item NonPeerReviewed https://www.scopus.com/inward/record.uri?eid=2-s2.0-84962280482&doi=10.1109%2fISTMET.2015.7359029&partnerID=40&md5=816c951f22f41997b029b3756ed9cbbf Shamim, A. and Ghazali, Z. and Abdul Jamak, A.B.S. (2015) Extrinsic experiential value as an antecedent of customer citizenship behavior. In: UNSPECIFIED. http://eprints.utp.edu.my/30725/
institution Universiti Teknologi Petronas
collection UTP Institutional Repository
description The research on customer citizenship behavior is getting much attention in service marketing literature. However, past researches in finding antecedents of customer citizenship behavior are limited to intrinsic value while the role of extrinsic value in customer citizenship behavior is largely ignored. The aim of this study is to fill this gap by investigating the effect of extrinsic experiential value on customer citizenship behavior. The data was collected from 800 customers of four hypermarkets located in five states of Malaysia. The covariance-based structural equation modeling approach was used to analyze the data. Findings indicate that extrinsic value has significant and positive impact on all four dimensions (feedback, helping, advocacy, tolerance) of customer citizenship behavior. The findings suggest that extrinsic value, that is, customer return on investment and service excellence, are important source for developing customer citizenship behavior. Therefore, there is dire need to focus on extrinsic value to achieve customer citizenship behavior which will subsequently lead to gain competitive advantage. © 2015 IEEE.
format Conference or Workshop Item
author Shamim, A.
Ghazali, Z.
Abdul Jamak, A.B.S.
spellingShingle Shamim, A.
Ghazali, Z.
Abdul Jamak, A.B.S.
Extrinsic experiential value as an antecedent of customer citizenship behavior
author_sort Shamim, A.
title Extrinsic experiential value as an antecedent of customer citizenship behavior
title_short Extrinsic experiential value as an antecedent of customer citizenship behavior
title_full Extrinsic experiential value as an antecedent of customer citizenship behavior
title_fullStr Extrinsic experiential value as an antecedent of customer citizenship behavior
title_full_unstemmed Extrinsic experiential value as an antecedent of customer citizenship behavior
title_sort extrinsic experiential value as an antecedent of customer citizenship behavior
publisher Institute of Electrical and Electronics Engineers Inc.
publishDate 2015
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-84962280482&doi=10.1109%2fISTMET.2015.7359029&partnerID=40&md5=816c951f22f41997b029b3756ed9cbbf
http://eprints.utp.edu.my/30725/
_version_ 1741197456610164736
score 11.62408

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