Effect of social support on customer satisfaction and citizenship behavior in online brand communities: The moderating role of support source

Zhu, Dongqing; Sun, Hui; Chang, Ya Ping

doi:10.1016/j.jretconser.2016.04.013

Cited by 130 publications

(117 citation statements)

References 36 publications

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“…Thus, tourists can play an active participating role in the value co-creation process [120] and interact with the firms in order to attain higher satisfaction [116]. Thus, investigating the impact of the physical environment, social servicescape, co-created value, and customer satisfaction on the tourists' citizenship behavior in a single study provides insights and a body of knowledge [81,121].…”

Section: Discussionmentioning

confidence: 99%

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

et al. 2020

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Organizational citizenship behavior (OCB) research has been extended in the literature to the customer domain by examining the role of customer behavior in the service sectors. Therefore, this study aimed to examine the effect of the physical environment and social servicescape on the co-creation value, and the impact of the co-creation value on customer satisfaction, which, in turn, influences the customer's citizenship behavior. A field study was conducted in Malaysian cultural and creative industries settings and a total of 254 participants were approached. Structural equation modeling (SEM) technique was used to test the hypothesized relationships among variables. The proposed research model was largely focused on the four perceived values (i.e., physical servicescape, social servicescape, co-creation value, and customer satisfaction) that significantly influence tourists' citizenship behavior. This study sheds new light on the notable roles of physical servicescape, social servicescape, co-creation value, and customer satisfaction on enhancing tourists' citizenship behavior. The theoretical implications and practical implications are discussed.

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Section: Discussionmentioning

confidence: 99%

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

et al. 2020

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“…For instance, Rodrigues and Costa [29] found that a firm's investment in CSR significantly influences customer responses towards the brand and that they show love with such firm and brand. Zhu, Sun, and Chang [20] also highlighted that organizational support (both emotional and informational) influences customers' CCB. While considering CSR (as the perceived care for others) as influencing customers' emotions, it also generates a bond and, in turn, may create high CCB [24].…”

Section: Theorization Of the Studymentioning

confidence: 99%

“…While looking at the antecedents of CCB, past studies have reported various determinants primarily focusing on customer-specific factors, e.g., personality [13], attitude and behavior [14][15][16][17] and other customers [18]. Others have focused on organizational-level variables, primarily focusing on the role of employees in predicting CCB, e.g., [19,21], organizational support [15,20] and reassurance [21]. However, there is a dearth of literature that has focused on both organizational and customer level variables in tandem.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

Investing In CSR Pays You Back in Many Ways! The Case of Perceptual, Attitudinal and Behavioral Outcomes of Customers

et al. 2020

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Researchers and scholars have widely attributed corporate social responsibility (CSR) to enormous outcomes. However, the customer-specific outcomes are either less investigated or lack clarity. By focusing on perceptual, attitudinal and behavioral outcomes of CSR, this study entails that CSR influences customers’ citizenship behavior (behavioral outcome) both directly and indirectly (through service quality and affective commitment—perceptual and attitudinal outcomes). Survey data collected from 669 fast-food restaurant customers were analyzed through the structural equation modeling technique. The results revealed a positive and significant relationship between restaurants’ CSR efforts and customers’ behavioral responses in terms of citizenship behavior. Findings also highlight that CSR does not only have a direct relation but the sequential mediation mechanism also exists. The study extends the existing literature by focusing on the ignored causal link of CSR and customer citizenship behavior (CCB) by considering the service quality and affective commitment as an explanatory mechanism, and provides certain practical implications which could also be useful for managers of the restaurant industry to devise their socially responsible practices.

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“…Prior studies of consumer‐social venture identification have lacked a multidimensional perspective and have produced divergent findings regarding the factors that influence customer citizenship behaviour (e.g., Anaza, ; Anaza & Zhao, ; Balaji, ; Curth, Uhrich, & Benkenstein, ; Fowler, ; Nguyen, Groth, Walsh, & Hennig‐Thurau, ; Zhu et al, ). These results fill a prior research gap to better understand the motivations of consumers' consumer‐social venture identification.…”

Section: Discussionmentioning

confidence: 99%

“…An online community is one type of network society (Chang, Cheng, Deng, & Chan, 2007). Members search for useful information and social support (Zhu, Sun, & Chang, 2016). Thus, customers of organic foods look for support in order to share the commonality between their personal self-concept and a social venture's identification (Bhattacharya & Sen, 2003;Fombelle et al, 2012;Homburg et al, 2009).…”

Section: Consumer-social Venture Identification Personal Relevancementioning

confidence: 99%

Antecedents of consumers' citizenship behaviour towards organic foods

Chiu

Ortiz

Chih

et al. 2019

J of Consumer Behaviour

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Within the consumer behaviour literature, there has been little research on factors that influence customers' choices for organic foods. This study investigates three aspects of the Taiwanese organic food market. The first aspect considers how argument quality, source credibility, and social comparison affect consumer‐social venture identification. The second aspect examines how identity attractiveness, social media engagement, and self‐determination affect personal relevance. The third and final aspect investigates how consumer‐social venture identification and personal relevance influence customer citizenship behaviour. The results show that consumer‐social venture identification and personal relevance have significant and positive effects on customer citizenship behaviour. Furthermore, argument quality, source credibility, and social comparison all have significant and positive effects on consumer‐social venture identification. Finally, identity attractiveness, social media engagement, and self‐determination have significant and positive effects on personal relevance. This study makes three contributions regarding consumers' behaviour of purchasing organic foods. First, it explores whether consumer‐social venture identification and personal relevance are antecedents of customer citizenship behaviour. Second, it investigates whether argument quality, source credibility, and social comparison are antecedents of consumer‐social venture identification. Last, it examines whether identity attractiveness, social media engagement, and self‐determination are antecedents of personal relevance. The practical implications of this study indicate that firms must pay more attention to consumers' information search/sharing and perceptions of a credible environment for sharing information and their awareness about healthy items and personal images on social networking sites.

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Effect of social support on customer satisfaction and citizenship behavior in online brand communities: The moderating role of support source

Cited by 130 publications

References 36 publications

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

Investing In CSR Pays You Back in Many Ways! The Case of Perceptual, Attitudinal and Behavioral Outcomes of Customers

Antecedents of consumers' citizenship behaviour towards organic foods

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