Systematic review on customer citizenship behavior: Clarifying the domain and future research agenda
这篇系统综述梳理了客户公民行为（CCB）的研究现状，澄清了概念混淆，将前因分为六类、结果分为三类，并提出了理论、方法和情境三方面的未来研究方向。
In the last two decades customer citizenship behavior (CCB) has attracted considerable attention. This systematic review maps what we already know about CCB. The study proposes remedies to the conceptual confusion in extant CCB research and positions it vis-a-vis similar but distinct concepts. The study systematizes existing knowledge about antecedents and consequences of CCB. CCB antecedents are organized into six categories: company resources, business to customer relationship quality, value cocreation, identity fit, customer to customer quality, and customer resources, while the CCB outcomes are organized into three categories: customer-company relational outcomes, customer-related outcomes and employeerelated outcomes. The study also offers an extensive CCB’s further research directions that are grouped along Theory, Methodology and Context.