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Inclination for Customer Citizenship Behaviour on Transportation Market

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Development of Transport by Telematics (TST 2019)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1049))

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Abstract

Passenger transportation has been undergoing serious changes towards more ICT based and customer-oriented services. Customers are not only purchasers, but participate in added value co-creation in transportation market, which bring benefits to others. This extra-role behaviour is defined as customer citizenship behaviour (CCB) and may be described as voluntary performance. It consist of several dimensions, nevertheless some seem to be of high importance, i.e.: providing information, encouraging and helping other customers. In the transportation market CCB would refer to providing real-time information to other road users via mobile apps, car sharing and ride sharing. To identify the inclination for customer citizenship behaviour a quantitative research (a survey) was conducted on a group of 241 customers. Research data gathered from a sample of Silesian customers and analyzed on the basis of exploratory factor analysis allowed extracting a 4-item construct of key drivers for helping behaviour, i.e.: social influence (i.e. the extent to which customers are influenced by others), economic and environmental awareness (saving the natural environment, time and money) CCB inclination (as a tendency to engage in citizenship behaviour in future) and intrinsic motivation (i.e. pursuing an activity for the enjoyment of performing it or a sense of obligation). Average variance extracted (AVE) and composite reliability (CR) allowed to verify that measures of latent variables were valid and reliable in case of all four constructs.

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Authors and Affiliations

  1. University of Economics, 1 Maja 50, Katowice, Poland

    Anna Dewalska-Opitek

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  1. Anna Dewalska-Opitek
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Correspondence to Anna Dewalska-Opitek .

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Editors and Affiliations

  1. Polish Association of Transport Telematics, Katowice, Poland

    Jerzy Mikulski

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Dewalska-Opitek, A. (2019). Inclination for Customer Citizenship Behaviour on Transportation Market. In: Mikulski, J. (eds) Development of Transport by Telematics. TST 2019. Communications in Computer and Information Science, vol 1049. Springer, Cham. https://doi.org/10.1007/978-3-030-27547-1_30

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  • DOI: https://doi.org/10.1007/978-3-030-27547-1_30

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-27546-4

  • Online ISBN: 978-3-030-27547-1

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