Abstract
To address the potential ambivalent effects of customer value creation behavior (CVCB) in a service setting, we developed a theoretical model identifying separate psychological mechanisms that account for both positive and negative effects of CVCB on customer outcomes, such as customer value and customer well-being. Participants comprised 103 business customer–supplier dyads. The results show that CVCB enhanced customer outcomes through the intermediate mechanism of customer self-determination, but hindered customer outcomes by generating customer role stress. In addition, the results indicate that relationship quality moderates the effect of CVCB on customer self-determination and role stress, thus channeling its effect in either a positive or a negative direction. The results offer insight into the mixed findings on customer behavior in the service literature.
Original language | English |
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Pages (from-to) | 59-75 |
Number of pages | 17 |
Journal | Social Behaviour and Personality: An International Journal |
Volume | 44 |
Issue number | 1 |
DOIs | |
Publication status | Published - 1 Feb 2016 |
Keywords
- customer role stress
- customer self determination
- customer value
- customer well bing