کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1028308 942290 2008 17 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری بازاریابی و مدیریت بازار
پیش نمایش صفحه اول مقاله
The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior
چکیده انگلیسی

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.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Industrial Marketing Management - Volume 37, Issue 7, October 2008, Pages 767–783
نویسندگان
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