Service-Oriented Organizational Citizenship Behavior, Service Quality and Customer Citizenship Behavior: Comparison of Implementation and Evaluation from the Perspective of Bank Customers

Service-Oriented Organizational Citizenship Behavior, Service Quality and Customer Citizenship Behavior: Comparison of Implementation and Evaluation from the Perspective of Bank Customers

Purpose – This study aims to explore the effect of service-oriented organizational citizenship behavior (SOCB) on service quality and to compare SOCB, service quality, and customer citizenship behavior (CCB) between two banks. Design/Methodology/Approach – The research method is an associative and...

Full description

Bibliographic Details
Main Authors: Soni Harsono, Harry Widyantoro, Tjahjani Prawitowati, Basuki Rachmat
Format: Article
Language:English
Published: Faculty of Economics & Business, Zagreb, CROMAR (Croatian Union of Marketing Associations) 2021-01-01
Series:Tržište
Subjects:
service-oriented organizational citizenship behavior
service quality
customer citizenship behavior
Online Access:https://hrcak.srce.hr/file/377282

Similar Items

Similar Items