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Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation
Cheris W.C. Chow; Jennifer Y.M. Lai; Raymond Loi
2015-06
Source PublicationTourism Management
ISSN0261-5177
Volume48Pages:362-369
Abstract

Travel agents' customer service behavior (CSB) and organizational citizenship behavior (OCB) are pivotal to the success of a retail travel agency. According to social exchange theory, these behaviors can be motivated by leader–member exchange (LMX, exchange between travel agents and their supervisors) and internal marketing orientation (IMO, exchange between travel agents and their organizations). In addition, the two exchange relationships are interdependent. Data from a two-phase survey of 288 travel agents working in Hong Kong were analyzed through hierarchical linear modeling. The findings indicate that leader-member exchange is positively associated with travel agents' organizational citizenship behavior, whereas internal marketing orientation is positively associated with travel agents' customer service behavior only when leader-member exchange is low. Moreover, the quality of one exchange relationship affects the salience of the other relationship. The manuscript concludes with implications for theory and practice.

KeywordLeader-member Exchange Internal Marketing Orientation Customer Service Behavior Organizational Citizenship Behavior Travel Agent
DOIhttps://doi.org/10.1016/j.tourman.2014.12.008
Indexed BySSCI
Language英语
WOS Research AreaEnvironmental Sciences & Ecology ; Social Sciences - Other Topics ; Business & Economics
WOS SubjectEnvironmental Studies ; Hospitality, Leisure, Sport & Tourism ; Management
WOS IDWOS:000350710600033
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Citation statistics
Cited Times [WOS]:23   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionDEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding AuthorCheris W.C. Chow
AffiliationUniversity of Macau, Department of Management and Marketing, Avenida da Universidade (E22), Taipa, Macau
First Author AffilicationUniversity of Macau
Corresponding Author AffilicationUniversity of Macau
Recommended Citation
GB/T 7714
Cheris W.C. Chow,Jennifer Y.M. Lai,Raymond Loi. Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation[J]. Tourism Management,2015,48:362-369.
APA Cheris W.C. Chow,Jennifer Y.M. Lai,&Raymond Loi.(2015).Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation.Tourism Management,48,362-369.
MLA Cheris W.C. Chow,et al."Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation".Tourism Management 48(2015):362-369.
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