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

Yi, Youjae and Gong, Taeshik (2008) The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior. Industrial Marketing Management, 37 (7). pp. 767-783.

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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.

Item type: Article
ID code: 33543
Keywords: customer citizenship behavior, customer dysfunctional behavior, customer justice perception, affect, Marketing. Distribution of products, Marketing
Subjects: Social Sciences > Commerce > Marketing. Distribution of products
Department: Strathclyde Business School > Marketing
Related URLs:
    Depositing user: Pure Administrator
    Date Deposited: 21 Sep 2011 16:16
    Last modified: 05 Sep 2014 10:52
    URI: http://strathprints.strath.ac.uk/id/eprint/33543

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