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Journal Articles

Customer in-role and extra-role behaviours in a retail setting: The differential roles of customer-company identification and overall satisfaction

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Marcel Paulssen, Johanna Brunneder, Angela Sommerfeld
Journal: European Journal of Marketing
European Journal of Marketing (2019) 53 (12): 2501–2529.
https://doi.org/10.1108/EJM-06-2017-0417
Published: 21 November 2019
... below. Figure 1. Conceptual framework The identity-based path builds on social identity theory (Tajfel, 1986), which maintains that customer-company identification results from the perceived overlap between attributes customers use to describe themselves and those they ascribe...
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