The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior
This research investigates whether customer justice perception influences affect and, in turn, customer citizenship behavior and customer dysfunctional behavior. Drawing on the social exchange theory and frustration–aggression theory, this paper argues that distributive justice, procedural justice,...
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| Published in | Industrial marketing management Vol. 37; no. 7; pp. 767 - 783 |
|---|---|
| Main Authors | , |
| Format | Journal Article |
| Language | English |
| Published |
New York
Elsevier Inc
01.10.2008
Elsevier Sequoia S.A |
| Subjects | |
| Online Access | Get full text |
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| Abstract | This research investigates whether customer justice perception influences affect and, in turn, customer citizenship behavior and customer dysfunctional behavior. Drawing on the social exchange theory and frustration–aggression theory, this paper argues that distributive justice, procedural justice, and interactional justice influence positive affect as well as negative affect. Furthermore, this study argues that positive affect influences customer citizenship behavior, while negative affect influences customer dysfunctional behavior. To test these relationships, the present study uses data from 209 executive-MBA students and 68 buyer companies. The results of the structural equation analysis reveal that most of these hypotheses are supported. Following a discussion of the results, research limitations and directions for future research are offered. |
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| AbstractList | This research investigates whether customer justice perception influences affect and, in turn, customer citizenship behavior and customer dysfunctional behavior. Drawing on the social exchange theory and frustration-aggression theory, this paper argues that distributive justice, procedural justice, and interactional justice influence positive affect as well as negative affect. Furthermore, this study argues that positive affect influences customer citizenship behavior, while negative affect influences customer dysfunctional behavior. To test these relationships, the present study uses data from 209 executive-MBA students and 68 buyer companies. The results of the structural equation analysis reveal that most of these hypotheses are supported. Following a discussion of the results, research limitations and directions for future research are offered. [PUBLICATION ABSTRACT] This research investigates whether customer justice perception influences affect and, in turn, customer citizenship behavior and customer dysfunctional behavior. Drawing on the social exchange theory and frustration–aggression theory, this paper argues that distributive justice, procedural justice, and interactional justice influence positive affect as well as negative affect. Furthermore, this study argues that positive affect influences customer citizenship behavior, while negative affect influences customer dysfunctional behavior. To test these relationships, the present study uses data from 209 executive-MBA students and 68 buyer companies. The results of the structural equation analysis reveal that most of these hypotheses are supported. Following a discussion of the results, research limitations and directions for future research are offered. This research investigates whether customer justice perception influences affect and, in turn, customer citizenship behavior and customer dysfunctional behavior. Drawing on the social exchange theory and frustration-aggression theory, this paper argues that distributive justice, procedural justice, and interactional justice influence positive affect as well as negative affect. Furthermore, this study argues that positive affect influences customer citizenship behavior, while negative affect influences customer dysfunctional behavior. To test these relationships, the present study uses data from 209 executive-MBA students and 68 buyer companies. The results of the structural equation analysis reveal that most of these hypotheses are supported. Following a discussion of the results, research limitations and directions for future research are offered. All rights reserved, Elsevier |
| Author | Yi, Youjae Gong, Taeshik |
| Author_xml | – sequence: 1 givenname: Youjae surname: Yi fullname: Yi, Youjae email: youjae@snu.ac.kr – sequence: 2 givenname: Taeshik surname: Gong fullname: Gong, Taeshik email: tsgong@gmail.com |
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| SubjectTerms | Affect Citizenship Consumer behavior Consumer behaviour Customer citizenship behavior Customer dysfunctional behavior Customer justice perception Customers Emotions Impact analysis Justice Perception Perceptions Social exchange Social exchange theory Studies |
| Title | The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior |
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