Abstract
| Language | English |
|---|---|
| Pages | 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 |
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Keywords
- customer role stress
- customer self determination
- customer value
- customer well bing
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Does customer value creation behavior drive customer well-being? / Gong, Taeshik ; Choi, Jin Nam; Murdy, Samantha.
Vol. 44, No. 1, 01.02.2016, p. 59-75.Research output: Contribution to journal › Article
TY - JOUR
T1 - Does customer value creation behavior drive customer well-being?
AU - Gong, Taeshik
AU - Choi, Jin Nam
AU - Murdy, Samantha
PY - 2016/2/1
Y1 - 2016/2/1
N2 - 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.
AB - 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.
KW - customer role stress
KW - customer self determination
KW - customer value
KW - customer well bing
U2 - 10.2224/sbp.2016.44.1.59
DO - 10.2224/sbp.2016.44.1.59
M3 - Article
VL - 44
SP - 59
EP - 75
IS - 1
ER -