Concepedia

Extra-role Customer Behavior

Extra-Role Customer Behavior is a customer-driven, discretionary form of participation that extends beyond prescribed transactional roles, characterized by voluntary actions that contribute to service performance or value co-creation without being formally required by the service system.

55

Publications

5.6K

Citations

130

Authors

81

Institutions

Publications per year

2017–2026

28

Variants

Customer Citizenship Behavior

Parents

Publications

55

Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries

Markus Groth · Journal of Management · 2005 · 797 citations

, , +14

Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling

James G. Maxham, Richard G. Netemeyer · Journal of Marketing · 2003 · 643 citations

, , +17

Brand-Specific Leadership: Turning Employees into Brand Champions

Felicitas Morhart, Walter Herzog, Torsten Tomczak · Journal of Marketing · 2009 · 530 citations

, , +11

Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?

Jeroen Schepers, Tomas Falk, Ko de Ruyter et al. · Journal of Marketing · 2012 · 336 citations

, , +12

Service with Emoticons: How Customers Interpret Employee Use of Emoticons in Online Service Encounters

Xueni Li, Kimmy Wa Chan, Sara Kim · Journal of Consumer Research · 2018 · 258 citations

, , +13

1–5 of 55

Authors

130

  1. OM
    Osman M. Karatepe

    Eastern Mediterranean University, Cyprus

    8 publications · 524 citations

    8

    h-index

  2. SB
    Shaker Bani‐Melhem

    University of Sharjah, United Arab Emirates

    2 publications · 112 citations

    2

    h-index

  3. HT
    Hean Tat Keh

    Monash University, Australia

    2 publications · 248 citations

    2

    h-index

  4. HQ
    Hailin Qu

    Oklahoma State University, United States

    2 publications · 187 citations

    2

    h-index

  5. NH
    Nadia Hanif

    University of Education, Pakistan

    1 publications · 38 citations

    1

    h-index

1–5 of 130

Institutions

81

  1. Eastern Mediterranean University

    Famagusta, Cyprus

    8 h-index

    13 publications

    789 citations

  2. Baylor University

    Waco, United States

    2 h-index

    2 publications

    287 citations

  3. Inha University

    Incheon, South Korea

    2 h-index

    4 publications

    186 citations

  4. University of Hong Kong

    Pok Fu Lam, Hong Kong

    2 h-index

    2 publications

    286 citations

  5. Xiamen University

    Xiamen, China

    2 h-index

    2 publications

    167 citations

  6. Hong Kong Baptist University

    Hong Kong, Hong Kong

    2 h-index

    3 publications

    532 citations

  7. University of Sharjah

    Sharjah, United Arab Emirates

    2 h-index

    3 publications

    151 citations

  8. Oklahoma State University Oklahoma City

    Oklahoma City, United States

    2 h-index

    2 publications

    188 citations

1–8 of 81

Venues

  1. 5

    h-index

  2. Journal of Personal Selling and Sales Management

    JPSSM · 3 publications · 348 citations

    3

    h-index

  3. European Journal of Marketing

    EJM · 3 publications · 172 citations

    3

    h-index

  4. Journal of Marketing

    JM · 3 publications · 1.5K citations

    3

    h-index

  5. Journal of Hospitality & Tourism Research

    JHTR · 2 publications · 188 citations

    2

    h-index

1–5