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

Yi, Youjae; Gong, Taeshik

doi:10.1016/j.indmarman.2008.01.005

Cited by 218 publications

(192 citation statements)

References 82 publications

Supporting

Mentioning

171

Contrasting

Unclassified

Order By: Relevance

“…Distributive justice deals with the perceived fairness of the outcomes received (Kumar, 1996;Patterson et al, 2006;Yi & Gong, 2008). In supply chain and relationship management, distributive justice focuses for example on how the benefits and risks are shared between the supplier and manufacturer (Brown et al, 2006;Griffith et al, 2006;Yilmaz et al, 2004).…”

Section: Justice Theorymentioning

confidence: 99%

“…Finally, interactional justice involves the manner in which an exchange partner is treated during the exchange process (Cohen-Charash & Spector, 2001;Yi & Gong, 2008). In a buyer-supplier relationship, interactional justice refers to the behaviors and the degree of interpersonal sensitivity that supplier's employees exhibit towards buyer's representatives.…”

Section: Justice Theorymentioning

confidence: 99%

“…Commitment refers to the willingness of the exchange partners to make short-term sacrifices to develop and maintain long-lasting, stable, and profitable relationships (Anderson & Weitz, 1992). Commitment has been argued to have a crucial role in the structuring of business relationships (Anderson & Weitz, 1992;Jap & Ganesan, 2000;Yi & Gong, 2008). Mutual commitment in a marketing channel is seen as key to building a successful business relationship and creating competitive advantage (Jap & Ganesan, 2000;Yilmaz et al, 2004).…”

Section: Relationship Qualitymentioning

confidence: 99%

“…Fairness in inter-organizational relationships refers to the organization's perception of the fairness of treatment received from other organizations, and their reactions to such perceptions (Brown et al, 2006;Homburg & F̈rst, 2005). Fairness theory is related to complaint management (Yi & Gong, 2008), equity theory, and service recovery research (Patterson et al, 2006;Smith et al, 1999). However, in recent years it has emerged as critical in some relationship marketing models (Brown et al, 2006;Liu et al, 2012;Samaha et al, 2011;Yilmaz et al, 2004).…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Do supplier perceptions of buyer fairness lead to supplier sales growth?

Zaefarian

Najafi-Tavani

Henneberg

et al. 2016

Industrial Marketing Management

View full text Add to dashboard Cite

Section: Justice Theorymentioning

confidence: 99%

Section: Justice Theorymentioning

confidence: 99%

Section: Relationship Qualitymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Do supplier perceptions of buyer fairness lead to supplier sales growth?

Zaefarian

Najafi-Tavani

Henneberg

et al. 2016

Industrial Marketing Management

View full text Add to dashboard Cite

“…Based on equity theory, fairness is evident when the ratio of an individual's inputs (benefits) to outputs (efforts) is balanced with the ratio of the other party (Adams, 1965). Applying equity theory to deviant service exchanges, customers invest inputs and receive outcomes while also compare the balance of their own inputs to the balance of the other party (Yi & Gong, 2008). Hence, when employees deviate from organizational rules for customers' sake, customers feel as their inputs to the specific exchange are reduced for the same type of outcome, when compared to other customers' inputs.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Achieving favourable customer outcomes through employee deviance

Boukis

2016

The Service Industries Journal

View full text Add to dashboard Cite

This study advances current knowledge by examining how employee deviance and customer participation during a single employee-customer exchange generate favourable customer responses. This work bridges the employee deviance stream with the service encounter literature and illustrates the importance of equity theory in deviant service exchanges between customers and employees. Moreover, results add to the ongoing debate on service nepotism by canvassing the consequences from the customer's active participation in deviant exchanges which appears to enhance customer perceptions of the exchange. A 3x2 betweensubjects experimental design was adopted which manipulates three types of pro-customer deviance along with customer's participation (or not) to the exchange. The dependent variables capture three types of perceived customer justice (cognitive outcomes) and customer's affective state (affective outcome). Findings illustrate that customers approve employees' deviance for their own benefit while also indicate favourable outcomes from deviant exchanges with employees such as higher perceived justice and a more positive affective state. The article concludes with a discussion of the theoretical and managerial implications, limitations and research directions that emerge from this study.

show abstract

Consequences of a green image of drone food delivery services: The moderating role of gender and age

Hwang

Kim

2019

Bus Strat Env

View full text Add to dashboard Cite

Drone food delivery services play a significant role in protecting the environment, because the services are operated by batteries that can be charged with electricity.Therefore, this study tried to examine a green image in the context of drone food delivery services. More specifically, this study proposed that a green image of drone food delivery services plays an important role in the formation of attitude toward using the services. In addition, it was hypothesized that the attitude has a positive influence on behavioral intentions including intentions to use, word-of-mouth intentions, and willingness to pay more. Lastly, the moderating role of gender and age was proposed during the theory-building process. A theoretical model, which included 12 hypotheses, was developed and tested using a total of 427 samples collected in Korea. The data analysis results showed that a green image of drone food delivery services has a positive influence on attitude toward using the services, which in turn positively affects three subdimensions of behavioral intentions. Furthermore, gender and age played partly as a moderator. The current paper was the first to study the green image of drone food delivery services, so the findings of this study mean a lot to the theoretical aspect.

show abstract

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

Cited by 218 publications

References 82 publications

Do supplier perceptions of buyer fairness lead to supplier sales growth?

Do supplier perceptions of buyer fairness lead to supplier sales growth?

Achieving favourable customer outcomes through employee deviance

Consequences of a green image of drone food delivery services: The moderating role of gender and age

Contact Info

Product

Resources

About