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Antecedents of customers{u2019} helping behaviour toward other customers : A C-TO-C context / Mohamed Maher Sayed Ahmed Hammad ; Supervised Wael Kortam , Mohamed Sobhy

By: Contributor(s): Material type: TextTextLanguage: English Publication details: Cairo : Mohamed Maher Sayed Ahmed Hammad , 2014Description: 161 Leaves : charts ; 30cmOther title:
  • مسببات سلوك مساعدة العميل للعملاء الاخرين [Added title page title]
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  • Issued also as CD
Dissertation note: Thesis (M.Sc.) - Cairo University - Faculty of Commerce - Department of Business Administration Summary: Customers' citizenship behaviour refers to all kinds of extra role behaviours performed by customers that are not necessary for the delivery of the service to be successful (Groth, 2005). Helping behaviour is one of the dimensions of customer citizenship behaviour. In comparison to more popular dimensions of citizenship behaviours (e.g. word-of-mouth), customers{u2019} helping behaviour in service encounters has received little empirical research attention by services marketing scholars (Chung, 2006). This research aims at developing an overarching model of antecedents of customers' helping behaviour in the Egyptian higher education sector through the use of mixed research design. A qualitative exploratory study, that employed in-depth personal interviews with two administrative employees and two focus groups with undergraduate students, was conducted at first, to reveal and validate the drivers of helping behaviour. A conceptual framework was then developed and tested in the second phase of the study (the quantitative study) by the means of survey-based questionnaires
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Thesis Thesis قاعة الرسائل الجامعية - الدور الاول المكتبة المركزبة الجديدة - جامعة القاهرة Cai01.05.01.M.Sc.2014.Mo.A (Browse shelf(Opens below)) Not for loan 01010110065750000
CD - Rom CD - Rom مخـــزن الرســائل الجـــامعية - البدروم المكتبة المركزبة الجديدة - جامعة القاهرة Cai01.05.01.M.Sc.2014.Mo.A (Browse shelf(Opens below)) 65750.CD Not for loan 01020110065750000

Thesis (M.Sc.) - Cairo University - Faculty of Commerce - Department of Business Administration

Customers' citizenship behaviour refers to all kinds of extra role behaviours performed by customers that are not necessary for the delivery of the service to be successful (Groth, 2005). Helping behaviour is one of the dimensions of customer citizenship behaviour. In comparison to more popular dimensions of citizenship behaviours (e.g. word-of-mouth), customers{u2019} helping behaviour in service encounters has received little empirical research attention by services marketing scholars (Chung, 2006). This research aims at developing an overarching model of antecedents of customers' helping behaviour in the Egyptian higher education sector through the use of mixed research design. A qualitative exploratory study, that employed in-depth personal interviews with two administrative employees and two focus groups with undergraduate students, was conducted at first, to reveal and validate the drivers of helping behaviour. A conceptual framework was then developed and tested in the second phase of the study (the quantitative study) by the means of survey-based questionnaires

Issued also as CD

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