Disentangling the impact of vendor in-role and extra-role performance on client citizenship behavior in enterprise system projects: A response surface analysis

Abstract

Client citizenship behaviors (CCBs) are prominent to enterprise system vendors to improve service. This study delves into the examination of how vendor's in-role and extra-role performance jointly impact CCBs. Employing polynomial regression and response surface analysis, this research scrutinizes the impacts of the congruence and incongruence between the vendor's in-role and extra-role performance as well as the boundary condition of environmental dynamism. The findings indicate that the CCBs are higher when in-role performance matches extra-role performance at a high level. Furthermore, when employees' in-role and extra-role performance are incongruent, CCBs decrease as the discrepancy increases. Environmental dynamism moderates these relationships.