A Study on the Relationship of Customer Participation, Psychological Empowerment and Customer Citizenship Behavior
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Abstract In the process of services, customer participation has a positive effect on enhancing customer psychological empowerment and inspiring customer citizenship behavior. Based on theoretical analysis, in addition the questionnaire survey of 420 customers of training industry and structural equation model analysis, it is found that three dimensions of customer participation all have a significant positive impact on customer citizenship behavior and customer psychological empowerment, including the right to option, information and influence. Among three dimensions of psychological empowerment, the right to option and influence have a significant positive impact on customer citizenship behavior and have a partial mediating effect on the influence of the various dimensions of customer participation and customer citizenship behavior.
FAN Jun,FU Sha-Sha,GE Mi-Na. A Study on the Relationship of Customer Participation, Psychological Empowerment and Customer Citizenship Behavior. Economic Survey, 2015, 32(6): 089.
2015, Vol. 32 
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