The Impact of Customer Perceived Justice on Target-Based Customer Citizenship Behaviors: The Mediating Effects of Customer Trust and Affective Commitment

Q4 Business, Management and Accounting

Review of Marketing Science Pub Date : 2023-09-05 DOI:10.1515/roms-2022-0063

Ahmed Hassaan Ali, Jing Song

引用次数: 0

Abstract

Abstract Customer citizenship behaviors (CCBs) allow firms to boost their performance and competitiveness, but little is known about the impact of customer perceived justice (CPJ) in frontline service encounters on different key dimensions of target-based CCBs. Drawing on the stimulus-organism-response framework and theories of equity and social exchange, the present investigation developed an integrative framework to explore how CPJ influences target-based CCBs in the after-sales service field. Using survey data collected from 368 smartphone customers in China, structural equation modeling via AMOS v. 24 was employed to empirically examine the hypotheses. The findings revealed that CPJ positively impacted the behavior to help other customers and provide feedback to the company. Customer trust and affective commitment mediated the links between CPJ and target-based CCBs, respectively. The findings hold theoretical and practical implications for strategically managing CPJ and target-based CCBs in frontline service encounters.

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顾客感知公平对目标顾客公民行为的影响——顾客信任和情感承诺的中介效应

摘要客户公民行为（CCBs）使企业能够提高绩效和竞争力，但人们对一线服务遭遇中的客户感知公平（CPJ）对基于目标的CCBs的不同关键维度的影响知之甚少。本研究借鉴刺激-有机体反应框架以及公平和社会交换理论，建立了一个综合框架，探讨CPJ如何影响售后服务领域的目标CCB。利用从中国368名智能手机客户收集的调查数据，采用AMOS v.24的结构方程模型对假设进行实证检验。调查结果显示，CPJ对帮助其他客户并向公司提供反馈的行为产生了积极影响。客户信任和情感承诺分别介导了CPJ和基于目标的CCB之间的联系。研究结果对在前线服务遭遇战中战略性管理CPJ和基于目标的CCB具有理论和实践意义。

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

Review of Marketing Science Business, Management and Accounting-Marketing

CiteScore

1.10

自引率

0.00%

发文量

期刊介绍： The Review of Marketing Science (ROMS) is a peer-reviewed electronic-only journal whose mission is twofold: wide and rapid dissemination of the latest research in marketing, and one-stop review of important marketing research across the field, past and present. Unlike most marketing journals, ROMS is able to publish peer-reviewed articles immediately thanks to its electronic format. Electronic publication is designed to ensure speedy publication. It works in a very novel and simple way. An issue of ROMS opens and then closes after a year. All papers accepted during the year are part of the issue, and appear as soon as they are accepted. Combined with the rapid peer review process, this makes for quick dissemination.