Title

When Customers Receive Support From Other Customers: Exploring The Influence Of Intercustomer Social Support On Customer Voluntary Performance

Keywords

Commercial friendships; Customer voluntary performance; Empathy; Intercustomer support; Social support

Abstract

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. © 2007 Sage Publications.

Publication Date

2-1-2007

Publication Title

Journal of Service Research

Volume

9

Issue

3

Number of Pages

257-270

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1177/1094670506295851

Socpus ID

33846246383 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/33846246383

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