The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support

IF 0.9 Q3 ECONOMICS

Organizations and Markets in Emerging Economies Pub Date : 2023-12-27 DOI:10.15388/omee.2023.14.1

Ahmed Hassaan Ali, Jing Song

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引用次数: 0

Abstract

The present study examines the influence of perceived procedural justice (PPJ) on four fundamental dimensions of customer citizenship behaviours (helping other customers, advocacy, customer tolerance, and feedback) and the mediating role of customer perceived support (CPS). Our research setting is the smartphone after-sales service sector in China. Structural equation modeling (SEM) using AMOS is employed to empirically test our hypotheses on the basis of survey data from 368 smartphonecustomers. We find that PPJ significantly contributes to the customer citizenship behaviours of helping other customers, advocacy, and feedback. Surprisingly, we do not find a significant relationship between PPJ and customer tolerance. Our evidence indicates that CPS partially mediates the relationships between PPJ and helping other customers, advocacy, and feedback, but fully mediates the effect of PPJ on customer tolerance. This research contributes to managers’ understanding of how voluntary behaviours can be effectively managed by enhancing PPJ and CPS. Further, it enriches our theoretical understanding of key antecedents of customer citizenship behaviours.

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感知到的程序正义对客户公民行为维度的影响：客户感知支持的中介效应

本研究探讨了感知程序正义（PPJ）对顾客公民行为四个基本维度（帮助其他顾客、宣传、顾客宽容和反馈）的影响，以及顾客感知支持（CPS）的中介作用。我们的研究背景是中国的智能手机售后服务行业。在对 368 名智能手机客户的调查数据的基础上，我们使用 AMOS 的结构方程模型（SEM）对我们的假设进行了实证检验。我们发现，PPJ 对帮助其他顾客、宣传和反馈等顾客公民行为有明显的促进作用。令人惊讶的是，我们并没有发现 PPJ 与客户容忍度之间存在显著关系。我们的证据表明，CPS 部分调节了 PPJ 与帮助其他顾客、宣传和反馈之间的关系，但完全调节了 PPJ 对顾客容忍度的影响。这项研究有助于管理者了解如何通过加强 PPJ 和 CPS 来有效管理自愿行为。此外，它还丰富了我们对顾客公民行为关键前因的理论理解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Organizations and Markets in Emerging Economies ECONOMICS-

CiteScore

1.60

自引率

0.00%

发文量

审稿时长

20 weeks

期刊介绍： The journal aims to contribute to the development and dissemination of multidisciplinary knowledge on organizations and markets in emerging economies, to increase dialogue among scholars focused on a specific emerging economy or region and to encourage and give an outlet to high quality scholarship, both local and international, to this subject. Organizations and Markets in Emerging Economies welcomes analysis of emerging economies from the perspectives of organizational sciences, marketing, economics, finance and related disciplines. The journal appreciates studies that highlight specificities and patterns that occur in emerging economies and develop new empirical and theoretical knowledge on the subject.