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Keywords: Customer citizenship behavior
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Journal Articles
Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement
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Journal of Service Theory and Practice (2023) 33 (1): 110–137.
Published: 31 January 2023
...Taeshik Gong; Chen-Ya Wang Purpose While the positive effects of customer citizenship behavior are well established, research on its potential negative consequences is scarce. This study aims to examine the indirect relationship between customer citizenship and dysfunctional customers via customer...
