The antecedents and consequences of service customer citizenship and badness behavior

Youjae Yi, Taeshik Gong

Research output: Contribution to journalArticle

Abstract

This paper presents an empirical test of the antecedents and consequences of customer extra-role behavior (i.e., customer citizenship behavior and badness behavior). The model posits that negative affect, perceived justice, and commitment lead to customer extra-role behavior. In turn, such extra-role behavior is expected to impact perceived service quality. The model was tested in an exercise class context of participants at sports center. Results from the empirical test indicated that managing customer extra-role behavior is as important as that of employee. Secondly, the study found that the organization have to manage the negative affect of customers to prevent customer badness behavior, and perceived justice and commitment to increase customer citizenship behavior. Implications are discussed, possible areas of further research are indicated, and limitations of the study are noted.
LanguageEnglish
Pages145-176
Number of pages32
JournalSeoul Journal of Business
Volume12
Issue number2
Publication statusPublished - 2006

Fingerprint

Customer service
Citizenship
Extra-role behavior
Citizenship behavior
Perceived justice
Empirical test
Negative affect
Perceived service quality
Employees
Customer behavior
Exercise

Keywords

  • customer extra-role behavior
  • customer citizenship behavior
  • customer badness behavior
  • perceived service quality

Cite this

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The antecedents and consequences of service customer citizenship and badness behavior. / Yi, Youjae; Gong, Taeshik.

In: Seoul Journal of Business, Vol. 12, No. 2, 2006, p. 145-176.

Research output: Contribution to journalArticle

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