中文摘要：

顾客的公民行为是指顾客自发、自愿地向其他顾客推荐，帮助其他顾客，向企业提供意见和建议等对企业有利的行为。顾客的公民行为不仅能够提高企业的经营绩效还能够降低企业的营销成本。随着网络以及服务业的迅速发展，顾客参与服务传递的程度越来越高。越来越多的企业把顾客看作是企业人力资源的一部分进行管理，借此提高企业自身的价值利益，增强企业的竞争实力。有效管理顾客公民行为成为企业的一种战略优势。文章对顾客公民行为的概念内涵、测量维度、影响因素以及顾客公民行为的作用进行国内外文献梳理及述评，指出现有文献研究中的不足，并对顾客公民行为未来研究趋势进行展望。

英文摘要：

Customer citizenship behavior that customer＇ s recommendations, help and feedback voluntary and discretionary behavior can promote organizational performance and reduce marketing costs. With widely-use of network and rapid development of service industry, customers participate in the process of service delivery more deeply. More and more organizations manage customers as a part of her human resources to improve her values and strengthen her competitiveness ability. Effective management of customer citizenship behavior can become a strategic advantage of organizations. This article analyzes the connotation, dimensions, unteedents and consequences of customer citizenship behavior, pointing out the limitations of the literature on customer citizenship behavior and the suggestions for future research.