How to cite this paper
Raza, M., Salleh, S., Tariq, B., Altayyar, R & Shaari, H. (2020). Investigating the effects of customer-based brand equity on turnover intentions with mediating effect of customer citizenship behavior.Management Science Letters , 10(2), 279-286.
Refrences
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Abolfathi, A., Tollabi, Z., & Pourashrf, Y. A. (2013). The study of the relationship between perceived quality of electronic services and melli bank customers ’ citizenship behavior in ilam province. European Online Journal of Natural and Social Sciences, 2(3), 1159–1168.
Ali, F., Dey, B. L., & Filieri, R. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines findings from foreigners and overseas Pakistani. International Journal of Quality & Reliability Management, 31(1), 110-124.
Ali, F., Khan, A. S., & Rehman, F. A. M. S. ul. (2012). An assessment of the service quality using gap analysis: A study condusted at Chitral, Pakistan. Interdisciplinary Journal of Contemporary Research in Business, 4(3), 259–266.
Anaza, N., & Zhao, J. (2013). Encounter-based antecedents of e-customer citizenship behaviors. Journal of Services Marketing, 27(2), 130–140.
Anselmsson, J., Vestman Bondesson, N., & Johansson, U. (2014). Brand image and customers’ willingness to pay a price premium for food brands. Journal of Product & Brand Management, 23(2), 90–102.
Balaji, M. S. (2014). Managing customer citizenship behavior: a relationship perspective. Journal of Strategic Marketing, 22(3), 222–239.
Bazera, M. (1996). Marketing research for planning, monitoring and marketing design making: Al-Obikan Press, Riyadh.
Becker, J. M., Klein, K., & Wetzels, M. (2012). Hierarchical latent variable models in PLS-SEM: guidelines for using reflective-formative type models. Long Range Planning, 45(5), 359-394.
Chan, K. W., Gong, T., & Zhang, R. (2017). Do employee citizenship behaviors lead to customer citizenship behaviors ? The roles of dual identification and service climate. Journal of Service Research. https://doi.org/10.1177/1094670517706159
Diamantopoulos, A., & Siguaw, J. A. (2006). Formative versus reflective indicators in organizational measure development: A comparison and empirical illustration. British Journal of Management, 17(4), 263-282.
Diamantopoulos, A., & Winklhofer, H. M. (2001). Index construction with formative indicators: An alternative to scale development. Journal of Marketing Research, 38(2), 269-277.
Edwards, J. R., & Bagozzi, R. P. (2000). On the nature and direction of relationships between constructs and measures. Psychological methods, 5(2), 155.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Halbesleben, J. R. B., & Buckley, M. R. (2004). Managing customers as employees of the firm. Personnel Review, 33(3), 351–372.
Han, H., & Sean, S. (2015). Customer retention in the medical tourism industry : Impact of quality , satisfaction , trust , and price reasonableness. Tourism Management, 46, 20–29.
Iqbal, T., & Badshah, M. (2016). Aviation Industry (Vol. 11).
Hair, J. F., Hult, G., & Christian, M. (2013). A primer on partial least squares structural equation modeling (PLS-SEM). 2013. SAGE Publications, Inc Human Resource Management, 22(1), 34-56.
Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM): Sage Publications.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced Issues in Partial Least Squares Structural Equation Modeling: SAGE Publications.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM): Sage Publications.
Hayes, A. F., & Preacher, K. J. (2010). Quantifying and testing indirect effects in simple mediation models when the constituent paths are nonlinear. Multivariate behavioral research, 45(4), 627-660.
Hiram, T., Chuah, F., Cheah, J., Memon, M. A., & Yacob, Y. (2015). Revisiting attitude towards advertising, its antecedent and outcome: A two-stage approach using PLS-SEM. International Journal of Economics and Management, 9(2), 150-170.
Hunt, S. D., Sparkman, J. R. D., & Wilcox, J. B. (1982). The pretest in survey research: Issues and preliminary findings. Journal of Marketing Research, 19(2), 269-273.
Jarvis, C. B., MacKenzie, S. B., & Podsakoff, P. M. (2003). A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research, 30(2), 199-218.
Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation. Journal of Service Research, 17(3), 247–261.
Kim, H. S., & Choi, B. (2016). The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings. Journal of Services Marketing, 30(4), 384–397.
Lishan, X., Wenxuan, Z., & Yinmei, P. (2014). Mediation effect of brand relationship quality between airline brand experience and customer citizenship behavior. 11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding. https://doi.org/10.1109/ICSSSM.2014.6874080
Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: Reactions, reflections and refinements. Marketing Theory, 6(3), 281–288.
Mosavi, S. M., Sangari, M. S., & Keramati, A. (2018). An integrative framework for customer switching behavior. The Service Industries Journal, 0(0), 1–28. https://doi.org/10.1080/02642069.2018.1428955
Nagy, E. S. A., & Marzouk, W. G. (2018). Factors affecting customer citizenship behavior : a model of university students. International Journal of Marketing Studies, 10(1), 54–70.
Pakistan Civil Aviation Authority. (2017). Pakistan civil aviation authority; major traffic flows by airports during the year Pakistan civil aviation authority; major traffic flows by airports during the year.
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, & Computers, 36(4), 717–731.
Revilla-Camacho, M. Á., Vega-Vázquez, M., & Cossío-Silva, F. J. (2015). Customer participation and citizenship behavior effects on turnover intention. Journal of Business Research, 68(7), 1607–1611.
Russell, J. A., & Mehrabian, A. (1977). Evidence for a three factor theory of emotions. Journal of Research in Personality, 11, 273–294.
Salehzadeh, R., Pool, J. K., & Najafabadi, A. H. J. (2018). Exploring the relationship between corporate social responsibility, brand image and brand equity in Iranian banking industry. Journal of Islamic Accounting and Business Research, 9(2), 106–118.
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions–the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136-1159.
Sekaran, U., & Bougie, R. (2016). Research methods for business; a skill building approach. Wiley.
Seo, E. J., & Park, J. W. (2018). A study on the effects of social media marketing activities on brand equity and customer response in the airline industry. Journal of Air Transport Management, 66(August 2017), 36–41.
Severi, E., & Ling, K. C. (2013). The mediating effects of brand association, brand loyalty, brand image and perceived quality on brand equity. Asian Social Science, 9(3), 125–137.
Tung, V. W. S., Chen, P. J., & Schuckert, M. (2017). Managing customer citizenship behaviour: the moderating roles of employee responsiveness and organizational reassurance. Tourism Management, 59, 23–35.
Vargo, S. L., & Lusch, R. F. (2005). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.
Wu, S.-H., Huang, S. C.-T., Tsai, C.-Y. D., & Lin, P.-Y. (2017). Customer citizenship behavior on social networking sites the role of relationship quality, identification, and service attributes. Internet Research, 27(2), 428–448.
Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: scale development and validation. Journal of Business Research, 66(9), 1279–1284.
Yoo, B., & Donthu, N. (2001). . Journal of Business Research, 52, 1–14.
Zhang, Y., & Chen, L. (2017). The impacts of website characteristics and customer participation on citizenship behaviors : the mediating role of co-creation experience in virtual brand communities. Advances in Applied Sociology, 151–164.
Zhu, D. H., Sun, H., & Chang, Y. P. (2016). Effect of social support on customer satisfaction and citizenship behavior in online brand communities: the moderating role of support source. Journal of Retailing and Consumer Services, 31, 287–293.
Abolfathi, A., Tollabi, Z., & Pourashrf, Y. A. (2013). The study of the relationship between perceived quality of electronic services and melli bank customers ’ citizenship behavior in ilam province. European Online Journal of Natural and Social Sciences, 2(3), 1159–1168.
Ali, F., Dey, B. L., & Filieri, R. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines findings from foreigners and overseas Pakistani. International Journal of Quality & Reliability Management, 31(1), 110-124.
Ali, F., Khan, A. S., & Rehman, F. A. M. S. ul. (2012). An assessment of the service quality using gap analysis: A study condusted at Chitral, Pakistan. Interdisciplinary Journal of Contemporary Research in Business, 4(3), 259–266.
Anaza, N., & Zhao, J. (2013). Encounter-based antecedents of e-customer citizenship behaviors. Journal of Services Marketing, 27(2), 130–140.
Anselmsson, J., Vestman Bondesson, N., & Johansson, U. (2014). Brand image and customers’ willingness to pay a price premium for food brands. Journal of Product & Brand Management, 23(2), 90–102.
Balaji, M. S. (2014). Managing customer citizenship behavior: a relationship perspective. Journal of Strategic Marketing, 22(3), 222–239.
Bazera, M. (1996). Marketing research for planning, monitoring and marketing design making: Al-Obikan Press, Riyadh.
Becker, J. M., Klein, K., & Wetzels, M. (2012). Hierarchical latent variable models in PLS-SEM: guidelines for using reflective-formative type models. Long Range Planning, 45(5), 359-394.
Chan, K. W., Gong, T., & Zhang, R. (2017). Do employee citizenship behaviors lead to customer citizenship behaviors ? The roles of dual identification and service climate. Journal of Service Research. https://doi.org/10.1177/1094670517706159
Diamantopoulos, A., & Siguaw, J. A. (2006). Formative versus reflective indicators in organizational measure development: A comparison and empirical illustration. British Journal of Management, 17(4), 263-282.
Diamantopoulos, A., & Winklhofer, H. M. (2001). Index construction with formative indicators: An alternative to scale development. Journal of Marketing Research, 38(2), 269-277.
Edwards, J. R., & Bagozzi, R. P. (2000). On the nature and direction of relationships between constructs and measures. Psychological methods, 5(2), 155.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Halbesleben, J. R. B., & Buckley, M. R. (2004). Managing customers as employees of the firm. Personnel Review, 33(3), 351–372.
Han, H., & Sean, S. (2015). Customer retention in the medical tourism industry : Impact of quality , satisfaction , trust , and price reasonableness. Tourism Management, 46, 20–29.
Iqbal, T., & Badshah, M. (2016). Aviation Industry (Vol. 11).
Hair, J. F., Hult, G., & Christian, M. (2013). A primer on partial least squares structural equation modeling (PLS-SEM). 2013. SAGE Publications, Inc Human Resource Management, 22(1), 34-56.
Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM): Sage Publications.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced Issues in Partial Least Squares Structural Equation Modeling: SAGE Publications.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM): Sage Publications.
Hayes, A. F., & Preacher, K. J. (2010). Quantifying and testing indirect effects in simple mediation models when the constituent paths are nonlinear. Multivariate behavioral research, 45(4), 627-660.
Hiram, T., Chuah, F., Cheah, J., Memon, M. A., & Yacob, Y. (2015). Revisiting attitude towards advertising, its antecedent and outcome: A two-stage approach using PLS-SEM. International Journal of Economics and Management, 9(2), 150-170.
Hunt, S. D., Sparkman, J. R. D., & Wilcox, J. B. (1982). The pretest in survey research: Issues and preliminary findings. Journal of Marketing Research, 19(2), 269-273.
Jarvis, C. B., MacKenzie, S. B., & Podsakoff, P. M. (2003). A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research, 30(2), 199-218.
Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation. Journal of Service Research, 17(3), 247–261.
Kim, H. S., & Choi, B. (2016). The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings. Journal of Services Marketing, 30(4), 384–397.
Lishan, X., Wenxuan, Z., & Yinmei, P. (2014). Mediation effect of brand relationship quality between airline brand experience and customer citizenship behavior. 11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding. https://doi.org/10.1109/ICSSSM.2014.6874080
Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: Reactions, reflections and refinements. Marketing Theory, 6(3), 281–288.
Mosavi, S. M., Sangari, M. S., & Keramati, A. (2018). An integrative framework for customer switching behavior. The Service Industries Journal, 0(0), 1–28. https://doi.org/10.1080/02642069.2018.1428955
Nagy, E. S. A., & Marzouk, W. G. (2018). Factors affecting customer citizenship behavior : a model of university students. International Journal of Marketing Studies, 10(1), 54–70.
Pakistan Civil Aviation Authority. (2017). Pakistan civil aviation authority; major traffic flows by airports during the year Pakistan civil aviation authority; major traffic flows by airports during the year.
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, & Computers, 36(4), 717–731.
Revilla-Camacho, M. Á., Vega-Vázquez, M., & Cossío-Silva, F. J. (2015). Customer participation and citizenship behavior effects on turnover intention. Journal of Business Research, 68(7), 1607–1611.
Russell, J. A., & Mehrabian, A. (1977). Evidence for a three factor theory of emotions. Journal of Research in Personality, 11, 273–294.
Salehzadeh, R., Pool, J. K., & Najafabadi, A. H. J. (2018). Exploring the relationship between corporate social responsibility, brand image and brand equity in Iranian banking industry. Journal of Islamic Accounting and Business Research, 9(2), 106–118.
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions–the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136-1159.
Sekaran, U., & Bougie, R. (2016). Research methods for business; a skill building approach. Wiley.
Seo, E. J., & Park, J. W. (2018). A study on the effects of social media marketing activities on brand equity and customer response in the airline industry. Journal of Air Transport Management, 66(August 2017), 36–41.
Severi, E., & Ling, K. C. (2013). The mediating effects of brand association, brand loyalty, brand image and perceived quality on brand equity. Asian Social Science, 9(3), 125–137.
Tung, V. W. S., Chen, P. J., & Schuckert, M. (2017). Managing customer citizenship behaviour: the moderating roles of employee responsiveness and organizational reassurance. Tourism Management, 59, 23–35.
Vargo, S. L., & Lusch, R. F. (2005). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.
Wu, S.-H., Huang, S. C.-T., Tsai, C.-Y. D., & Lin, P.-Y. (2017). Customer citizenship behavior on social networking sites the role of relationship quality, identification, and service attributes. Internet Research, 27(2), 428–448.
Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: scale development and validation. Journal of Business Research, 66(9), 1279–1284.
Yoo, B., & Donthu, N. (2001).
Zhang, Y., & Chen, L. (2017). The impacts of website characteristics and customer participation on citizenship behaviors : the mediating role of co-creation experience in virtual brand communities. Advances in Applied Sociology, 151–164.
Zhu, D. H., Sun, H., & Chang, Y. P. (2016). Effect of social support on customer satisfaction and citizenship behavior in online brand communities: the moderating role of support source. Journal of Retailing and Consumer Services, 31, 287–293.