The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior

• Published in: Industrial marketing management Vol. 37; no. 7; pp. 767 - 783
• Main Authors: Yi, Youjae, Gong, Taeshik
• Format: Journal Article
• Language: English
• Published: New York Elsevier Inc 01.10.2008; Elsevier Sequoia S.A
• Subjects: 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; Customer citizenship behavior; Customer justice perception; Customer dysfunctional behavior; Affect

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,...