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Keywords: Customer-oriented boundary-spanning behaviour
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Journal Articles
International Journal of Bank Marketing (2022) 40 (4): 820–841.
Published: 04 April 2022
...-role behaviors (Rahman et al., 2016), considering the challenges posed by the pandemic in service delivery. In literature, such customer-oriented extra-role behaviors have been conceptualized as customer-oriented boundary-spanning behavior (COBSB). Based on social exchange...
