Learning climate and customer-oriented behaviors: the mediation of customer knowledge

Abstract

Article information:To cite this document: Mei-Ling Wang , (2015),"Learning climate and customer-oriented behaviors: the mediation of customer knowledge", Journal of Managerial Psychology, Vol. 30 Iss 8 pp. -Permanent link to this document: http://dx.

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

“…The results of the research conducted at the two banks show that SOCB has a significant effect on service quality, as evidenced by the significance value of 0.00 (p < 0.05) at BPD and BPR. These results concur with those obtained in previous studies (Harsono, Prawitowati, Rachmat & Widyantoro, 2020) and are in line with the results of the studies conducted by Wu and Liao (2016), Wang (2015), Deng and Wang (2014), and Auh and others (2014). The results confirm that developing good SOCB will improve service quality, especially in the aspects that are closely related to reliability, responsiveness, empathy, and assurance; in turn, this will have an impact on satisfaction and ultimately improve CCB.…”

“…They feel happy when undertaking tasks to provide services to customers because their involvement in helping customers is the best part of the job for them. They feel proud if they can provide the best service to customers and leave them feeling satisfied (Wang, 2015). Payne and Webber (2006) found that altruism is the main dimension of SOCB, which is reflected in the willingness of employees to provide services beyond the basic standards and strive to satisfy customers.…”

“…Research conducted byWang (2015) revealed that positive customer service-oriented work behavior by banks can be fostered by a strong learning climate in the organization. Banks can build SOCB by having a role model that provides an example of SOCB.…”

An investigation of knowledge brokering during service encounters

“…Zhang, Wu and Cui (2015) demonstrated that understanding customer needs is tricky, because quite often, it is tacit knowledge. Furthermore, Wang (2015) argued that employees face challenges in sharing customer knowledge because most of the customer knowledge possessed by employees is tacit knowledge. However, the results of the evidence-based analysis of the multiple case studies summarised in the revised framework (see Figure 4) suggests that the knowledge brokering engaged in by frontline employees during service encounters is affected by four sets of factors.…”

The Mystique of Customers’ Saturation in Online Brand Communities

“…Despite the shift of balance toward customers [51,52], firms that are not embracing the social conversation with their consumers or fail to manage their online brand communities and their presence on social media may in the long-term lose market share and competitiveness [53]. The majority of firms nowadays are focusing on driving further the engagement with their consumers to build on the latter's social recommendations with their peers [49,54].…”