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The Antecedents and Consequences of Service Customer Citizenship and Badness Behavior

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Authors
Yi, Youjae; Gong, Taeshik
Issue Date
2006
Publisher
College of Business Administration (경영대학)
Citation
Seoul Journal of Business Vol12(2): 145~176(2006)
Keywords
customer extra-role behavior; customer citizenship behavior; customer badness behavior; perceived service quality
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.
ISSN
1226-9816
Language
English
URI
http://hdl.handle.net/10371/1827
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College of Business Administration/Business School (경영대학/대학원)Dept. of Business Administration (경영학과)Seoul Journal of BusinessSeoul Journal of Business Volume 12, Number 1/2 (2006)
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