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Keywords: Customer-oriented OCB
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2025) 39 (9): 1173–1191.
Published: 12 September 2025
...’ customer-oriented OCB, and guilt mediates this direct relationship. Moreover, the internal locus of control intensifies the direct effect between service sabotage and guilt, and the indirect relationship between service sabotage and customer-oriented OCB through guilt. Practical implications...
