جستجوی مقالات مرتبط با کلیدواژه « رفتار شهروندی مشتری » در نشریات گروه « مدیریت »

The purpose of this research is to investigate the effect of interactive behaviors of frontline employees on the perceived value of services and customer loyalty with the mediating role of cooperative behaviors and customer citizenship in Tabriz hospitals. The present study is applied in terms of purpose and descriptive-survey in terms of nature and method. The statistical population of the research is the patients of hospitals (private and public) in Tabriz city, and due to the unlimited statistical population, the sample size of 384 people was selected using Cochran's formula. The results of the research show that the interactive behaviors of frontline employees have a positive and significant effect on the perceived value of services, cooperative behaviors and customer citizenship. On the other hand, cooperative behaviors and customer citizenship have a positive and significant effect on the perceived value of services. Likewise, the perceived value of services has a positive and significant effect on customer loyalty. Finally, cooperative behaviors and customer citizenship also play a positive mediating role in the relationship between the interactive behaviors of frontline employees and the perceived value of services. Thus, the general result of the research is that the presence of interactive behaviors of frontline employees and co-creation of value (participatory behaviors and citizenship of customers) can improve the perceived value of the services of medical centers and, as a result, increase the loyalty of customers towards these centers.

Today, customer satisfaction with the organization's products or services is an important factor in the success or failure of any organization. Customer satisfaction leads to loyalty, returning customers and reducing customer complaints. Various researches have been conducted in the field of customer satisfaction, but few studies have been conducted on customer behaviors that lead to their satisfaction. In this regard, the present research examines the impact of customers' citizenship behavior on their perceived value and satisfaction. The statistical population of the research includes customers of restaurants in Mashhad. Based on Cochran's formula, 384 people were selected as a statistical sample by cluster sampling method. The data collection tool was a questionnaire. Face validity was confirmed using experts' opinions, construct validity of the questionnaire was confirmed using factor analysis, and reliability of questionnaire variables was confirmed using Cronbach's alpha coefficient. Data analysis was done using SPSS 24 and Smart PLS 2 software and structural equation modeling method. The findings showed that customer citizenship behavior has a positive and significant effect on customers' perceived value. The perceived value of customers has a positive and significant effect on their satisfaction. Also, the mediating role of perceived value in the relationship between citizenship behavior and customer satisfaction was confirmed.

Today, customer satisfaction with the organization's products or services is an important factor in the success or failure of any organization. Customer satisfaction leads to loyalty, returning customers and reducing customer complaints. Various researches have been conducted in the field of customer satisfaction, but few studies have been conducted on customer behaviors that lead to their satisfaction. In this regard, the present research examines the impact of citizenship behavior and cooperative behavior of customers on their perceived value and satisfaction. The statistical population of the research includes the customers of Mashhad restaurants. Based on Cochran's formula, 384 people were selected as a statistical sample by cluster sampling method. The data collection tool was a questionnaire. Face validity was confirmed using experts' opinions, construct validity of the questionnaire was confirmed using factor analysis, and reliability of questionnaire variables was confirmed using Cronbach's alpha coefficient. Data analysis was done using SPSS 24 and Smart PLS 2 software and structural equation modeling method. The findings showed that citizenship behavior and cooperative customer behavior have a positive and significant effect on the perceived value of customers. The perceived value of customers has a positive and significant effect on their satisfaction. Also, the mediating role of perceived value in the relationship between customer satisfaction citizenship behavior and customer satisfaction cooperative behavior was confirmed.

Customer intention not to turn over the company and emergence of citizenship behaviors by them are among the behaviors that can have a great impact on the success of the organization. Therefore, studying the factors influencing the formation of these behaviors is very important. The purpose of this study was investigating the effect of customer-brand identification and corporate social responsibility on customer citizenship behaviors and customer turnover intention where in mediating role of social capital was also examined. This research was applied in terms of purpose and descriptive in terms of implementation method. The statistical population of the present study is Sepah Bank customers in Tehran and the sample size was selected 384 people based on Cochran's formula for an unlimited population, which was selected by cluster random sampling method, so Tehran city was divided into four regions (north, south, east and west) and then branches were randomly selected from these regions. The required data were collected by a questionnaire and analyzed based on structural equation modeling method using SPSS and Smart PLS software. The results show that the positive effect of customer-brand identification on customer citizenship behaviors was not confirmed, but corporate social responsibility has a positive effect on customer citizenship behavior and customer citizenship behavior also has a positive effect on customers turnover non intention. At the same time, the mediating role of social capital in the relationship between customer-brand identification and the corporate social responsibility on customer citizenship behaviors was confirmed.

Since consumers are the turning point of all activities; recognizing their citizenship (voluntarily) behavior is important. Due to the globalization of markets and the arrival of foreign goods into the country, consumers’s attitude of foreign products can effect on this behavior. The purpose of this study is to investigate the factors of customer citizenship behavior and the consequences of this behavior, focused on customers of foreign products (using home appliances), and to design its model. In the qualitative part, data theory was used and in the quantitative part, structural equation modeling was used. The study population consisted of quality part, home appliance industry experts and university professors, and in the quantitative sector, home appliance consumers.The sampling method of qualitative part was purposive and in the quantitative part, non-probabilistic sampling was available. After qualitative analysis of the interview data, the model of customer citizenship behavior was presented. Quantitative test findings confirmed the research model and showed that the type of customer attitude has a significant effect on customer citizenship behavior. There is a significant relationship between customer citizenship behavior and consequences (purchase, repurchase, profitability, purchase intention and competitive advantage), there is a significant relationship between contextual factors (economic factors, political factors, social issues, cultural issues and individual characteristics of customers) and customer citizenship behavior and between intervening factors (producer behavior and seller behavior) and customer citizenship behavior. The findings also confirmed a significant relationship between strategies (the role of the government and the role of companies) with customer citizenship behavior.

The globalization of industries and the emergence of an open international economy are forcing companies to continuously increase their competitiveness and pay more attention to their customers in order to develop their competitiveness. Target customers are exposed to and selected by foreign brands in the wider global markets than before. Behavioral variables are very important nowadays in social science topics such as marketing. Customer citizenship behavior actually emphasizes the non-purchasing behavior of customers. Constructive and positive customer behavior can help organizations achieve their goals. Negative and destructive behaviors can, however, disrupt the work of the organization, which indicates the undeniable position of customers in the performance of organizations. The purpose of this study is to provide a model for the citizenship behavior in customers of foreign home appliances. The researchers intend to provide a comprehensive model to explain this behavior. Therefore, the study seeks to identify the categories that lead to appropriate customer citizenship behavior as well as the strategies needed to achieve this behavior.

This research was done by the Ground Theory (data theory). The sampling was continued until theoretical saturation is reached and the required data are collected through interviews. The statistical population of the study was the industry experts in the field of selling household appliances sales and university professors in the field of marketing. The expertise criterion was at least ten years of experience in the field of household appliances or at least five years of experience in teaching in the field of marketing with a history of research in the field of consumer behavior. In total, 13 interviews were conducted with the appliance industry experts and the university professors. The data analysis was performed through open, participatory and selective coding. In order to evaluate the reliability, "pluralism in method" and "pluralism in the researcher" were used. The MAXQDA software was also used to achieve the research model.

After the description of the categories in the selective coding step and the statement of the main variable or underlying process in the data, the corresponding procedure and the outcomes were plotted. In this model, the central category was introduced along with the customer citizenship behavior and the concepts of "tolerance", "verbal advertising", "loyalty", "presence at the time of acquaintances 'purchase", and "helping the seller in recognizing customers' needs". Discussions were also made of the categories of "buying experience", "incentives to buy foreign products", "incentives to buy domestic products", "customer characteristics", "barriers to buying domestic product", "barriers to buying foreign product", "manufacturer’s characteristics" and "product features" as causal factors underlying citizenship behavior, "producer behavior" and "seller behavior" as interfering factors, "economic, social, cultural and political" factors, " westernization" and "customer characteristics" as context factors and "the role of government" and "the role of companies" as strategies. "purchase", "repurchase", "profitability", "purchase intention" and "competitive advantage" are some of the outcomes achieved in this research.

The results indicate that the above-mentioned "buying experience", "incentives to buy foreign products", "incentives to buy domestic products", "customer characteristics", "barriers to buying domestic product", "barriers to buying foreign product", "manufacturer’s characteristics" and "product Features" are causal conditions causing customer citizenship behavior. When customers show this behavior, research strategies, i.e., the role and position of companies and governments, can be effective in perpetuating this behavior as well as the intention to buy. Through value creation and providing additional value and services to customers, organizations can create the conditions for customers to understand added value, and lay the grounds for the emergence of customer citizenship behavior. As the findings indicate, service providers not only benefit from customer citizenship behavior but also customers hope to benefit more from the implementation of citizenship behavior. Using this understanding is useful to develop a strategy for service providers to disseminate customer citizenship behavior. In the marketing and sales of products, the behavior of producers and sellers can also be the basis of customer citizenship behavior. Customer satisfaction has the greatest impact on the intention to repurchase. Therefore, customers make the organization profitable by repurchasing. The concept of competitive advantage is directly related to the customer's desired values. Successful organizations always focus on their competitive advantage. Creating a sustainable competitive advantage is valuable to customers. This feature, which includes a category of competencies, has a strategic value, requires a lot of knowledge and skills, and is based on knowing the customer, understanding the customer's needs and focus on him as well as improving processes from the customer's point of view.

As a subset of organizational culture, emotional culture represents the emotional environment of an organization. The purpose of this study was to investigate the role of creating a positive emotional culture (by considering the effect of internal communication) on customer citizenship behavior with an emphasis on the role of organizational citizenship behavior. The present research was applied in terms of purpose and correlational, descriptive-survey in terms of data collection method. The research population included all 150 employees of Mellat bank in Semnan city and its countless employees. The data collection instrument was a questionnaire. The data were analyzed using structural equation modeling. The findings of the present research indicated that symmetrical communication and responsive leadership communication cultivated a positive emotional culture in organizations. Such a culture then fostered organizational citizenship behavior. In addition, symmetrical communication, responsive leadership communication, and positive emotional culture influenced organizational citizenship behavior. Finally, it was found that organizational citizenship behavior positively affected customer satisfaction, brand equity, and customer citizenship behavior.

Taking into consideration the new age conditions, the topic of mutual interactions and co-creation have become increasingly important for improving the quality of services and maintaining and creating value for customers. The purpose of this study was to investigate the impact of empirical values ​​on co-creation attitude and consumer value co-creation behaviors. This study is applied in terms of purpose and is descriptive and cross sectional in nature. The population of this study is Isfahan tourists. A sample of 186 individuals was selected using Cochran formula. Data collection tool was a questionnaire distributed in person. In this study, content validity and construct validity were evaluated and reliability of the questionnaire was calculated by calculating Cronbach's alpha factor loadings coefficients and composite reliability. Structural equation modeling and confirmatory factor analysis were used to analyze the data and Spss25 and Smart Pls2.0 software were also utilized.  The results confirm that the hedonic value, social value, and ethical value have a positive and significant effect on the co-creation attitude. However, cognitive value has no significant effect on the co-creation attitude. The co-creation attitude has a positive and significant effect on the customer citizenship behavior and customer participation behavior.

The purpose of this study was to investigate the effect of customer relationship with the bank on customer behavior through intermediary variables of relationship quality and relationship strength. The present research was applied in terms of purpose and in terms of collecting descriptive information of correlation type. The statistical population of this study was all staff members working at the branches of SADERAT Bank, numbering 4662118. By using Cochran sampling formula, 645 people were selected through simple random sampling method. The research tools were standard questionnaire of value relationship and standard questionnaire of relationship quality and the standard questionnaire of customer behavior and power standard questionnaire. The validity of the questionnaires was assessed based on the content validity based on the opinion of the experts on the basis of the views of some of the statistical population and the structure by factor analysis method and after valid terms Word confirmation. On the other hand, the Cornbrash’s alpha method was used to determine the questionnaire of standard value of relationship (0.84) and standard questionnaire of relationship quality (0.81) and customer's standard citizenship behavior questionnaire (0.75), respectively. The standard strength questionnaire (0.70) was estimated. Data analysis was carried out at two descriptive and inferential levels including structural equation modeling. The results of the research showed that the value of customer relationship with the bank had a significant effect on customer's citizenship behavior through the relationship between quality of relationship and power. The coefficient of influence of the relationship with the mediation of the quality of the relationship was equal to 0.17 and with the mediating power of the relationship equal to 0.13 be.

Today, in the rife variable, high-risk and high competition environment, the important message is that polices, practices and tools belong to yesterday,cannot be helpful to success of business and customer satisfaction.In such situations, that competition is merciless,successful enterprises are that through using an effective management with leading innovation or by benchmarking of excellences, can surpass competitors. Undersatanding of determinant factors and consequences of customer satisfaction is important in automotive dealerships. This study is aimed to evaluate on behalf of the customers in MVM automotive dealerships in Kerman on satisfaction and customer citizenship behaviour. Data collected from a sample of 366 individuals from automotive dealership customers. Structural equation modeling was used to test the hypothesis. Results show that understanding of justice, influence customers satisfaction and citizenship behaviour.