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Extra-Role Behavior of Customers

机译：客户的额外角色行为

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摘要

This article is to examine the extra - role behavior of customers as an important factor in organizations that deal according to their activities with clients and customers such as ser vice organizations has great importance. The globalization of the international economy and service industry and service organizations will be required to increase the competitiveness. Service organizations to imp rove competitive conditions have focused th eir attention on customers. Extra - role behavior on personality factors such as emotions, cognition associated with the job, personality and environmental factors are very effective structure. As well as positive cu stomer behaviors can assist the organizati on in achieving its goals, negative and destructive behaviors they can disrupt the organization which indicates the position of customers in the performance of organizations is undeniable.
机译：本文旨在研究客户的额外角色行为，这是组织根据其与客户的活动进行交易的组织中的重要因素，而服务组织等客户则非常重要。国际经济和服务业以及服务组织的全球化将需要提高竞争力。改善竞争条件的服务组织将注意力集中在客户身上。额外角色行为对人格因素如情绪，与工作相关的认知，人格和环境因素是非常有效的结构。积极的客户行为可以帮助组织实现其目标，消极和破坏性的行为也可以破坏组织，这表明客户在组织绩效中的地位是不可否认的。

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