The Costs of Customer Service Citizenship Behaviors: A Qualitative Study
Organizational citizenship behaviors (OCBs) – behaviors not formally required or rewarded by the organization, but which promote its effectiveness – can be directed at coworkers, the organization itself or other stakeholders. OCBs directed at customers (customer-oriented citizenship behavior or OCBC...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Frontiers Media S.A.
2020-03-01
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| Series: | Frontiers in Psychology |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/article/10.3389/fpsyg.2020.00460/full |