Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation.

UM > Faculty of Business Administration > DEPARTMENT OF MANAGEMENT AND MARKETING

Status	已發表Published
	Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation.
	Chow, C. W. C.; Lai, J. Y. M.; Loi, R.
	2015-06-01
Source Publication	Tourism Management
ISSN	0261-5177
Pages	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 leaderemember 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.
Keyword	Leader-member Exchange internal marketing orientation customer service behavior organizational citizenship behavior travel agent
Language	英語English
The Source to Article	PB_Publication
PUB ID	15088
Document Type	Journal article
Collection	DEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding Author	Chow, C. W. C.
Recommended Citation GB/T 7714	Chow, C. W. C.,Lai, J. Y. M.,Loi, R.. 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, 362-369.
APA	Chow, C. W. C.., Lai, J. Y. M.., & Loi, R. (2015). Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation.. Tourism Management, 362-369.
MLA	Chow, C. W. C.,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 (2015):362-369.

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