Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty

• Main Authors: Jain, Ajay K., Malhotra, Naresh K., Guan, Chong
• Other Authors: Nanyang Business School
• Format: Article
• Language: English
• Published: 2014
• Subjects: DRNTU::Business
• Online Access: https://hdl.handle.net/10356/102927; http://hdl.handle.net/10220/19223
• Institution: Nanyang Technological University

This study sought to examine the impact of volunteerism (motivation to help) on service-oriented organizational citizenship behavior (S-OCB) of salespeople as mediated by the positive and negative affectivity, and further how the involvement of salespeople in S-OCB would affect the customer loyalty...