The Impact of Customer Perceived Justice on Target-Based Customer Citizenship Behaviors: The Mediating Effects of Customer Trust and Affective Commitment
-
Ahmed Hassaan Ali
and
Jing Song
Abstract
Customer citizenship behaviors (CCBs) allow firms to boost their performance and competitiveness, but little is known about the impact of customer perceived justice (CPJ) in frontline service encounters on different key dimensions of target-based CCBs. Drawing on the stimulus-organism-response framework and theories of equity and social exchange, the present investigation developed an integrative framework to explore how CPJ influences target-based CCBs in the after-sales service field. Using survey data collected from 368 smartphone customers in China, structural equation modeling via AMOS v. 24 was employed to empirically examine the hypotheses. The findings revealed that CPJ positively impacted the behavior to help other customers and provide feedback to the company. Customer trust and affective commitment mediated the links between CPJ and target-based CCBs, respectively. The findings hold theoretical and practical implications for strategically managing CPJ and target-based CCBs in frontline service encounters.
Acknowledgment
We gratefully acknowledge the efforts of all anonymous reviewers for their constructive comments on our work and thank the editors for their meticulous work.
Appendix A: Measures
| Items | Sources |
|---|---|
| Customer perceived justice: | Yi and Gong (2008) |
| Q1. The mobile phone brand offered after-sales services more than expected. | |
| Q2. The after-sales services for this brand were quite fair. | |
| Q3. I feel that this brand offers adequate after-sales services. | |
| Q4. The mobile phone brand has fair policies and practices for dealing with customers. | |
| Q5. With respect to policies and procedures of after-sales services, this brand handled my encounter fairly. | |
| Q6. Overall, the procedures of after-sales services followed by this brand were fair. | |
| Q7. The staff of this brand treats us with dignity. | |
| Q8. The staff of this brand communicates with us in a respectful manner. (Deleted)* | |
| Q9. The staff of this brand understands our needs. | |
| Customer affective commitment: | Meyer, Allen, and Smith (1993), Huang and You (2011) |
| Q1. I feel a strong sense of belonging to my mobile phone brand. | |
| Q2. This mobile phone brand has a great deal of personal meaning for me. | |
| Q3. I feel emotionally attached to my mobile phone brand. | |
| Q4. I am proud to belong to my mobile phone brand. | |
| Q5. I feel like part of the family at my mobile phone brand. | |
| Customer trust: | Morgan and Hunt (1994), Doney and Cannon (1997) |
| Q1. I have trust in my mobile phone brand. | |
| Q2. This service center can be counted on to do what is right. (Deleted)a | |
| Q3. This service center has high integrity. | |
| Q4. This service center is trustworthy. | |
| Customer-oriented CCBs: | Yi and Gong (2013) |
| Helping other customers | |
| Q1. I have assisted other customers when they needed my help. | |
| Q2. I have helped other customers when they seemed to have problems. | |
| Q3. I have taught other customers to use the service correctly. | |
| Q4. I have given advice to other customers. | |
| Word of mouth | |
| Q1. I have encouraged friends and relatives to use this mobile phone brand. | |
| Q2. I have recommended this brand to others. | |
| Q3. I have said positive things about this brand to others. | |
| Firm-oriented CCBs: | Yi and Gong (2013) |
| Customer tolerance | |
| Q1. I have put up with when the after-sales services were not delivered as expected. | |
| Q2. I have been patient and waited for the employee to recover from a mistake. | |
| Q3. I have adapted to the situation when I have waited longer than I expected to receive the after-sales services. | |
| Feedback | |
| Q1. When I had a useful idea on how to improve after-sales services, I let the staff of this brand know. | |
| Q2. When I experienced a problem, I let the staff of this brand know about it. | |
| Q3. I have informed mobile phone company about great services received from the staff. |
-
Notes: aA removed item with low factor loading (<0.50).
Appendix B: Full Collinearity Test
| Constructs | 1 | 2 | 3 | 4 | 5 | 6 | 7 | |||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Tol | VIF | Tol | VIF | Tol | VIF | Tol | VIF | Tol | VIF | Tol | VIF | Tol | VIF | |
| 1. CPJ | 0.718 | 1.392 | 0.645 | 1.551 | 0.676 | 1.479 | 0.645 | 1.551 | 0.648 | 1.543 | 0.677 | 1.478 | ||
| 2. CT | 0.595 | 1.681 | 0.574 | 1.741 | 0.535 | 1.869 | 0.565 | 1.770 | 0.535 | 1.870 | 0.535 | 1.870 | ||
| 3. CAC | 0.504 | 1.984 | 0.542 | 1.846 | 0.506 | 1.975 | 0.556 | 1.797 | 0.521 | 1.918 | 0.518 | 1.929 | ||
| 4. HC | 0.637 | 1.569 | 0.609 | 1.643 | 0.611 | 1.637 | 0.659 | 1.518 | 0.614 | 1.628 | 0.620 | 1.613 | ||
| 5. WOM | 0.535 | 1.867 | 0.566 | 1.766 | 0.591 | 1.692 | 0.580 | 1.724 | 0.540 | 1.852 | 0.536 | 1.866 | ||
| 6. Tolerance | 0.685 | 1.460 | 0.682 | 1.465 | 0.705 | 1.418 | 0.689 | 1.452 | 0.687 | 1.455 | 0.746 | 1.341 | ||
| 7. Feedback | 0.659 | 1.517 | 0.628 | 1.591 | 0.646 | 1.548 | 0.640 | 1.562 | 0.628 | 1.592 | 0.687 | 1.456 | ||
-
Note: CPJ, Customer Perceived Justice; CT, Customer Trust; CAC, Customer Affective Commitment; HC, Helping other Customers; VIF, Variance Inflation Factor; Tol, Tolerance. Source: calculated by the authors via SPSS v. 26.
Appendix C: Demographic Profile
| Variable | Items | Frequency | % |
|---|---|---|---|
| Gender | Male | 207 | 56.25 |
| Female | 161 | 43.75 | |
| Total | 368 | 100 | |
| Age | Under 20 | 45 | 12.23 |
| 20–30 | 183 | 49.72 | |
| 31–40 | 65 | 17.66 | |
| 41–50 | 55 | 14.94 | |
| Above 50 | 20 | 5.43 | |
| Educational background | Under high school | 9 | 2.44 |
| High school | 31 | 8.42 | |
| Bachelor | 230 | 62.5 | |
| Master and higher | 98 | 26.63 | |
| Income range (RMB yuan) | Under 3000 | 159 | 43.20 |
| 3000–4000 | 110 | 29.89 | |
| 4001–6000 | 49 | 13.31 | |
| Above 6000 | 50 | 13.58 | |
| Brand of smartphone | Huawei | 130 | 35.32 |
| OPPO | 30 | 8.15 | |
| Xiaomi or Redmi | 56 | 15.21 | |
| iPhone | 126 | 34.23 | |
| Others | 26 | 7.06 |
-
Source: Calculated by the authors via SPSS.
References
Adams, J. S. 1965. “Inequity in Social Exchange.” Advances in Experimental Social Psychology 2 (C): 267–99. https://doi.org/10.1016/S0065-2601(08)60108-2.Search in Google Scholar
Ahmadi, A., and A. Ataei. 2022. “Emotional Attachment: A Bridge between Brand Reputation and Brand Advocacy.” Asia-Pacific Journal of Business Administration ahead-of-print. https://doi.org/10.1108/APJBA-11-2021-0579.Search in Google Scholar
Akram, A., M. Kamran, M. S. Iqbal, U. Habibah, and M. A. Ishaq. 2018. “The Impact of Supervisory Justice and Perceived Supervisor Support on Organizational Citizenship Behavior and Commitment to Supervisor: The Mediating Role of Trust.” Cogent Business & Management 5 (1): 1493902. https://doi.org/10.1080/23311975.2018.1493902.Search in Google Scholar
Aljarah, A. 2020. “The Nexus between Corporate Social Responsibility and Target-Based Customer Citizenship Behavior.” Journal of Sustainable Tourism 28 (12): 2044–63. https://doi.org/10.1080/09669582.2020.1789155.Search in Google Scholar
Aryee, S., P. S. Budhwar, and Z. X. Chen. 2002. “Trust as a Mediator of the Relationship between Organizational Justice and Work Outcomes: Test of a Social Exchange Model.” Journal of Organizational Behavior 23 (3): 267–85. https://doi.org/10.1002/job.138.Search in Google Scholar
Augusto de Matos, C., C. A. V. Rossi, R. T. Veiga, and V. A. Vieira. 2009. “Consumer Reaction to Service Failure and Recovery: The Moderating Role of Attitude toward Complaining.” Journal of Services Marketing 23 (7): 462–75. https://doi.org/10.1108/08876040910995257.Search in Google Scholar
Bagger, J., and A. Li. 2014. “How Does Supervisory Family Support Influence Employees’ Attitudes and Behaviors? A Social Exchange Perspective.” Journal of Management 40 (4): 1123–50. https://doi.org/10.1177/0149206311413922.Search in Google Scholar
Balaji, M. S. 2014. “Managing Customer Citizenship Behavior: A Relationship Perspective.” Journal of Strategic Marketing 22 (3): 222–39. https://doi.org/10.1080/0965254X.2013.876076.Search in Google Scholar
Bartikowski, B., and G. Walsh. 2011. “Investigating Mediators between Corporate Reputation and Customer Citizenship Behaviors.” Journal of Business Research 64 (1): 39–44. https://doi.org/10.1016/j.jbusres.2009.09.018.Search in Google Scholar
Bartlett, M. S. 1954. “A Note on the Multiplying Factors for Various χ 2 Approximations.” Journal of the Royal Statistical Society: Series B (Methodological) 16 (Series B): 296–8. https://doi.org/10.1111/j.2517-6161.1954.tb00174.x.Search in Google Scholar
Bentler, P. M. 1990. “Comparative Fit Indexes in Structural Models.” Psychological Bulletin 107 (2): 238–46. https://doi.org/10.1037/0033-2909.107.2.238.Search in Google Scholar
Bentler, P. M., and D. G. Bonett. 1980. “Significance Tests and Goodness of Fit in the Analysis of Covariance Structures.” Psychological Bulletin 88 (3): 588–606. https://doi.org/10.1037/0033-2909.88.3.588.Search in Google Scholar
Berens, G., and C. B. M. Van Riel. 2004. “Corporate Associations in the Academic Literature: Three Main Streams of Thought in the Reputation Measurement Literature.” Corporate Reputation Review 7 (2): 161–78. https://doi.org/10.1057/palgrave.crr.1540218.Search in Google Scholar
Bettencourt, L. A. 1997. “Customer Voluntary Performance: Customers as Partners in Service Delivery.” Journal of Retailing 73 (3): 383–406. https://doi.org/10.1016/S0022-4359(97)90024-5.Search in Google Scholar
Bitmiş, M. G., and A. Ergeneli. 2013. “The Role of Psychological Capital and Trust in Individual Performance and Job Satisfaction Relationship: A Test of Multiple Mediation Model.” Procedia - Social and Behavioral Sciences 99: 173–9. https://doi.org/10.1016/j.sbspro.2013.10.483.Search in Google Scholar
Blau, P. M. 1964. Exchange and Power in Social Life. New York: John Wiley and Sons.Search in Google Scholar
Blodgett, J. G., D. H. Granbois, and R. G. Walters. 1993. “The Effects of Perceived Justice on Complainants’ Negative Word-of-Mouth Behavior and Repatronage Intentions.” Journal of Retailing 69 (4): 399–428. https://doi.org/10.1016/0022-4359(93)90015-B.Search in Google Scholar
Bove, L., S. Pervan, S. Beatty, and E. Shiu. 2009. “Service Worker Role in Encouraging Customer Organizational Citizenship Behaviors.” Journal of Business Research 62 (7): 698–705. https://doi.org/10.1016/j.jbusres.2008.07.003.Search in Google Scholar
Bowen, D., and B. Schneider. 1985. “Boundary-Spanning Role Employees and the Service Encounter: Some Guidelines for Management and Research.” In The Service Encounter: Managing Employee/Customer Interactions in Service Businesses, edited by J. A. Czepiel, M. R. Solomon, and C. F. Surprenant. Lexington: Lexington Books.Search in Google Scholar
Brunner, M., and H.-M. Sub. 2005. “Analyzing the Reliability of Multidimensional Measures: An Example from Intelligence Research.” Educational and Psychological Measurement 65 (2): 227–40. https://doi.org/10.1177/0013164404268669.Search in Google Scholar
Byrne, B. M. 2016. Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming, 3rd ed. New York: Routledge.10.4324/9781315757421Search in Google Scholar
Chemingui, H., and H. Ben. 2013. “Resistance, Motivations, Trust and Intention to Use Mobile Financial Services.” International Journal of Bank Marketing 31 (7): 574–92. https://doi.org/10.1108/IJBM-12-2012-0124.Search in Google Scholar
Chi, M., P. Harrigan, and Y. Xu. 2022. “Customer Engagement in Online Service Brand Communities.” Journal of Services Marketing 36 (2): 201–16. https://doi.org/10.1108/JSM-09-2020-0392.Search in Google Scholar
Chiaburu, D., I.-S. Oh, C. Berry, N. Li, and R. Gardner. 2011. “The Five-Factor Model of Personality Traits and Organizational Citizenship Behaviors: A Meta-Analysis.” Journal of Applied Psychology 96 (6): 1140–66. https://doi.org/10.1037/a0024004.Search in Google Scholar
Chiu, C.-M., H.-Y. Lin, S.-Y. Sun, and M.-H. Hsu. 2009. “Understanding Customers’ Loyalty Intentions towards Online Shopping: An Integration of Technology Acceptance Model and Fairness Theory.” Behaviour & Information Technology 28 (4): 347–60. https://doi.org/10.1080/01449290801892492.Search in Google Scholar
Choi, L., and S. L. Lotz. 2018. “Exploring Antecedents of Customer Citizenship Behaviors in Services.” Service Industries Journal 38 (9–10): 607–28. https://doi.org/10.1080/02642069.2017.1414194.Search in Google Scholar
Choi, L., C. A. Lawry, and M. Kim. 2019. “Contextualizing Customer Organizational Citizenship Behaviors: The Changing Nature of Value Cocreation and Customer Satisfaction across Service Settings.” Psychology and Marketing 36 (5): 455–72. https://doi.org/10.1002/mar.21190.Search in Google Scholar
Chory‐Assad, R. M., and M. L. Paulsel. 2004. “Antisocial Classroom Communication: Instructor Influence and Interactional Justice as Predictors of Student Aggression.” Communication Quarterly 52 (2): 98–114. https://doi.org/10.1080/01463370409370184.Search in Google Scholar
Cohen-Charash, Y., and P. E. Spector. 2001. “The Role of Justice in Organizations: A Meta-Analysis.” Organizational Behavior and Human Decision Processes 86 (2): 278–321. https://doi.org/10.1006/obhd.2001.2958.Search in Google Scholar
Colquitt, J. A. 2001. “On the Dimensionality of Organizational Justice: A Construct Validation of a Measure.” Journal of Applied Psychology 86 (3): 386–400. https://doi.org/10.1037/0021-9010.86.3.386.Search in Google Scholar
Dellande, S., M. C. Gilly, and J. L. Graham. 2004. “Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services.” Journal of Marketing 68 (3): 78–91. https://doi.org/10.1509/jmkg.68.3.78.34764.Search in Google Scholar
Doney, P. M., and J. P. Cannon. 1997. “An Examination of the Nature of Trust in Buyer–Seller Relationships.” Journal of Marketing 61 (2): 35–51. https://doi.org/10.1177/002224299706100203.Search in Google Scholar
Donglong, Z., C. Taejun, A. Julie, and L. Sanghun. 2020. “The Structural Relationship between Organizational Justice and Organizational Citizenship Behavior in University Faculty in China: The Mediating Effect of Organizational Commitment.” Asia Pacific Education Review 21 (1): 167–79. https://doi.org/10.1007/s12564-019-09617-w.Search in Google Scholar
Efron, B. 1992. “Bootstrap Methods: Another Look at the Jackknife.” In Breakthroughs in Statistics: Methodology and Distribution. Springer Series in Statistics, 569–93. New York: Springer.10.1007/978-1-4612-4380-9_41Search in Google Scholar
Ennew, C. T., and M. R. Binks. 1999. “Impact of Participative Service Relationships on Quality, Satisfaction and Retention.” Journal of Business Research 46 (2): 121–32. https://doi.org/10.1016/S0148-2963(98)00016-2.Search in Google Scholar
Eroglu, S. A., K. A. Machleit, and L. M. Davis. 2001. “Atmospheric Qualities of Online Retailing: A Conceptual Model and Implications.” Journal of Business Research 54 (2): 177–84. https://doi.org/10.1016/S0148-2963(99)00087-9.Search in Google Scholar
Fornell, C., and D. F. Larcker. 1981. “Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics.” Journal of Marketing Research 18 (3): 382–8. https://doi.org/10.1177/002224378101800313.Search in Google Scholar
Fullerton, G. L. 2005. “How Commitment Both Enables and Undermines Marketing Relationships.” European Journal of Marketing 39 (11/12): 1372–88. https://doi.org/10.1108/03090560510623307.Search in Google Scholar
Garma, R., and L. L. Bove. 2011. “Contributing to Well-Being: Customer Citizenship Behaviors Directed to Service Personnel.” Journal of Strategic Marketing 19 (7): 633–49. https://doi.org/10.1080/0965254X.2011.599495.Search in Google Scholar
Gaskin, J., and J. Lim. 2016. Model Fit Measures, AMOS Plugin. Gaskination’s StatWiki.Search in Google Scholar
Gerbing, D. W., and J. C. Anderson. 1988. “An Updated Paradigm for Scale Development Incorporating Unidimensionality and its Assessment.” Journal of Marketing Research 25 (2): 186–92. https://doi.org/10.1177/002224378802500207.Search in Google Scholar
Gokmenoglu, K. K., and A. Amir. 2021. “The Impact of Perceived Fairness and Trustworthiness on Customer Trust within the Banking Sector.” Journal of Relationship Marketing 20 (3): 241–60. https://doi.org/10.1080/15332667.2020.1802642.Search in Google Scholar
Gong, T., and Y. Yi. 2021. “A Review of Customer Citizenship Behaviors in the Service Context.” Service Industries Journal 41 (3–4): 169–99. https://doi.org/10.1080/02642069.2019.1680641.Search in Google Scholar
Goodwin, C., and I. Ross. 1992. “Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions.” Journal of Business Research 25 (2): 149–63. https://doi.org/10.1016/0148-2963(92)90014-3.Search in Google Scholar
Greenberg, J. 1993. “Stealing in the Name of Justice: Informational and Interpersonal Moderators of Theft Reactions to Underpayment Inequity.” Organizational Behavior and Human Decision Processes 54 (1): 81–103. https://doi.org/10.1006/obhd.1993.1004.Search in Google Scholar
Groth, M. 2005. “Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries.” Journal of Management 31 (1): 7–27. https://doi.org/10.1177/0149206304271375.Search in Google Scholar
Groth, M., D. Mertens, and R. Murphy. 2004. “Customers as Good Soldiers: Extending Organizational Citizenship Behavior Research to the Customer Domain.” In Handbook of Organizational Citizenship Behavior, 411–30. New York: Nova Science Publishers.Search in Google Scholar
Gruber, T. 2011. “I Want to Believe They Really Care: How Complaining Customers Want to Be Treated by Frontline Employees.” Journal of Service Management 22 (1): 85–110. https://doi.org/10.1108/09564231111106938.Search in Google Scholar
Gundlach, G. T., R. S. Achrol, and J. T. Mentzer. 1995. “The Structure of Commitment in Exchange.” Journal of Marketing 59 (1): 78–92. https://doi.org/10.1177/002224299505900107.Search in Google Scholar
Hair, J. F.Jr., W. C. Black, B. J. Babin, and R. E. Anderson. 2010. Multivariate Data Analysis: A Global Perspective, 7th ed. Upper Saddle River: Pearson Education.Search in Google Scholar
Hair, J., F. Joseph, G. T. M. Hult, C. M. Ringle, and M. Sarstedt. 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 165. Thousand Oaks: Sage.Search in Google Scholar
Hartline, M. D., and O. C. Ferrell. 1996. “The Management of Customer-Contact Service Employees: An Empirical Investigation.” Journal of Marketing 60 (4): 52–70. https://doi.org/10.1177/002224299606000406.Search in Google Scholar
Hassan, S., and N. M. Suki. 2022. Managing Customer Citizenship Behavior in Aviation Sector through Relational Benefits: Mediating Role of Relationship Quality 13 (September), 1–11.10.3389/fpsyg.2022.917434Search in Google Scholar
Henseler, J., C. M. Ringle, and M. Sarstedt. 2015. “A New Criterion for Assessing Discriminant Validity in Variance-Based Structural Equation Modeling.” Journal of the Academy of Marketing Science 43 (1): 115–35. https://doi.org/10.1007/S11747-014-0403-8/FIGURES/8.Search in Google Scholar
Ho, C.-W. 2014. “Consumer Behavior on Facebook: Does Consumer Participation Bring Positive Consumer Evaluation of the Brand?” EuroMed Journal of Business 9 (3): 252–67. https://doi.org/10.1108/EMJB-12-2013-0057.Search in Google Scholar
Huang, C.-C., and C.-S. You. 2011. “The Three Components of Organizational Commitment on In-Role Behaviors and Organizational Citizenship Behaviors.” African Journal of Business Management 5 (28): 11335–44. https://doi.org/10.5897/AJBM10.1623.Search in Google Scholar
Jaccard, J., and C. K. Wan. 1996. LISREL Approaches to Interaction Effects in Multiple Regression. Thousand Oaks: Sage Publications.10.4135/9781412984782Search in Google Scholar
Jacoby, J. 2002. “Stimulus-Organism-Response Reconsidered: An Evolutionary Step in Modeling (Consumer) Behavior.” Journal of Consumer Psychology 12 (1): 51–7. https://doi.org/10.1207/S15327663JCP1201_05.Search in Google Scholar
Jones, T. O., and W. E. Sasser. 1998. “Why Satisfied Customers Defect.” IEEE Engineering Management Review 26 (3): 16–26. https://doi.org/10.1061/(asce)0742-597x(1996)12:6(11.2).10.1061/(ASCE)0742-597X(1996)12:6(11.2)Search in Google Scholar
Kaiser, H. F., and J. Rice. 1974. “Little Jiffy, Mark Iv.” Educational and Psychological Measurement 34 (1): 111–7. https://doi.org/10.1177/001316447403400115.Search in Google Scholar
Keh, H. T., and T. Wei. 2001. “Retail Customers as Partial Employees in Service Provision: A Conceptual Framework.” International Journal of Retail & Distribution Management 29 (8): 370–8. https://doi.org/10.1108/09590550110396944/FULL/XML.Search in Google Scholar
Kelley, S. W., J. H. Donnelly, and S. J. Skinner. 1990. “Customer Participation in Service Production and Delivery.” Journal of Retailing 66 (3): 315–35.Search in Google Scholar
Kim, M., and J. Jang. 2023. “The Impact of Employees’ Perceived Customer Citizenship Behaviors on Organizational Citizenship Behaviors: The Mediating Roles of Employee Customer-Orientation Attitude.” International Journal of Hospitality & Tourism Administration 24 (4): 669–94, https://doi.org/10.1080/15256480.2021.2025191.Search in Google Scholar
Kline, R. B. 2011. Principles and Practice Of Structural Equation Modeling, 3rd ed. New York: Guilford Press.Search in Google Scholar
Lee, C. 2021. “Informational Justice, Cognitive Trust, and Satisfaction: Purchasers’ Perspective of Healthcare Distribution Market.” Journal of Distribution Science 19 (2): 5–14. https://doi.org/10.15722/jds.19.2.202102.5.Search in Google Scholar
Lee, K., and N. J. Allen. 2002. “Organizational Citizenship Behavior and Workplace Deviance: The Role of Affect and Cognitions.” Journal of Applied Psychology 87 (1): 131–42. https://doi.org/10.1037/0021-9010.87.1.131.Search in Google Scholar
Lind, E. A., and T. R. Tyler. 1988. The Social Psychology of Procedural Justice. In Critical Issues in Social Justice. Boston: Springer US.10.1007/978-1-4899-2115-4Search in Google Scholar
Liu, Y., and Y. Liu. 2019. “The Effect of Workers’ Justice Perception on Continuance Participation Intention in the Crowdsourcing Market.” Internet Research 29 (6): 1485–508. https://doi.org/10.1108/INTR-02-2018-0060.Search in Google Scholar
Lomax, R. E., and G. S. Richard. 2004. A Beginner’s Guide to Structural Equation Modeling, 2nd ed. Mahwah: Lawrence Erlbaum Associates, Inc. www.Erlbaum.com.Search in Google Scholar
MacKenzie, S. B., P. M. Podsakoff, and M. Ahearne. 1998. “Some Possible Antecedents and Consequences of In-Role and Extra-Role Salesperson Performance.” Journal of Marketing 62 (3): 87–98. https://doi.org/10.1177/002224299806200306.Search in Google Scholar
Masterson, S. S. 2001. “A Trickle-Down Model of Organizational Justice: Relating Employees’ and Customers’ Perceptions of and Reactions to Fairness.” Journal of Applied Psychology 86 (4): 594–604. https://doi.org/10.1037/0021-9010.86.4.594.Search in Google Scholar
McNeely, B. L., and B. M. Meglino. 1994. “The Role of Dispositional and Situational Antecedents in Prosocial Organizational Behavior: An Examination of the Intended Beneficiaries of Prosocial Behavior.” Journal of Applied Psychology 79 (6): 836–44. https://doi.org/10.1037/0021-9010.79.6.836.Search in Google Scholar
Meyer, J. P., and L. Herscovitch. 2001. “Commitment in the Workplace: Toward a General Model.” Human Resource Management Review 11 (3): 299–326. https://doi.org/10.1016/S1053-4822(00)00053-X.Search in Google Scholar
Meyer, J. P., N. J. Allen, and C. A. Smith. 1993. “Commitment to Organizations and Occupations: Extension and Test of a Three-Component Conceptualization.” Journal of Applied Psychology 78 (4): 538–51. https://doi.org/10.1037/0021-9010.78.4.538.Search in Google Scholar
Meyers, L., G. Gamst, and A. Guarino. 2017. Applied Multivariate Research : Design and Interpretation. Thousand Oaks: Sage Publications, Inc.10.4135/9781071802687Search in Google Scholar
Moorman, R. 1991. “Relationship between Organizational Justice and Organizational Citizenship Behaviors: Do Fairness Perceptions Influence Employee Citizenship?” Journal of Applied Psychology 76 (6): 845–55. https://doi.org/10.1037/0021-9010.76.6.845.Search in Google Scholar
Moorman, C., G. Zaltman, and R. Deshpande. 1992. “Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations.” Journal of Marketing Research 29 (3): 314–28. https://doi.org/10.1177/002224379202900303.Search in Google Scholar
Moorman, R. H., G. L. Blakely, and B. P. Niehoff. 1998. “Does Perceived Organizational Support Mediate the Relationship between Procedural Justice and Organizational Citizenship Behavior?” Academy of Management Journal 41 (3): 351–7. https://doi.org/10.5465/256913.Search in Google Scholar
Morgan, R. M., and S. D. Hunt. 1994. “The Commitment-Trust Theory of Relationship Marketing.” Journal of Marketing 58 (3): 20–38. https://doi.org/10.1177/002224299405800302.Search in Google Scholar
Natarajan, T., D. R. V. Raghavan, and J. Jayapal. 2023. “How Does Channel Integration Quality Promote Omnichannel Customer Citizenship Behavior? The Moderating Role of the Number of Channels Used and Gender.” Kybernetes ahead-of-print. https://doi.org/10.1108/K-11-2022-1594.Search in Google Scholar
Nunnally, J. C. 1978. Psychometric Theory, 2d ed. New York: McGraw-Hill.Search in Google Scholar
Ohana, M., and M. Meyer. 2016. “Distributive Justice and Affective Commitment in Nonprofit Organizations: Which Referent Matters?” Employee Relations 38 (6): 841–58. https://doi.org/10.1108/ER-10-2015-0197.Search in Google Scholar
Ortiz, J., T.-S. Chiu, C. Wen-Hai, and C.-W. Hsu. 2017. “Perceived Justice, Emotions, and Behavioral Intentions in the Taiwanese Food and Beverage Industry.” International Journal of Conflict Management 28 (4): 437–63. https://doi.org/10.1108/IJCMA-10-2016-0084.Search in Google Scholar
Palmatier, R. W., R. P. Dant, D. Grewal, and K. R. Evans. 2006. “Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis.” Journal of Marketing 70 (4): 136–53. https://doi.org/10.1509/jmkg.70.4.136.Search in Google Scholar
Pillai, R., E. S. Williams, and J. Justin Tan. 2001. “Are the Scales Tipped in Favor of Procedural or Distributive Justice? An Investigation of the US, India, Germany, and Hong Kong (China).” International Journal of Conflict Management 12 (4): 312–32. https://doi.org/10.1108/eb022861.Search in Google Scholar
Podsakoff, P. M., S. B. MacKenzie, J. B. Paine, and D. G. Bachrach. 2000. “Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research.” Journal of Management 26 (3): 513–63. https://doi.org/10.1177/014920630002600307.Search in Google Scholar
Podsakoff, P. M., S. B. MacKenzie, J.-Y. Yeon Lee, and N. P. Podsakoff. 2003. “Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies.” Journal of Applied Psychology 88 (5): 879–903. https://doi.org/10.1037/0021-9010.88.5.879.Search in Google Scholar
Preacher, K. J., and A. F. Hayes. 2008. “Asymptotic and Resampling Strategies for Assessing and Comparing Indirect Effects in Multiple Mediator Models.” Behavior Research Methods 40 (3): 879–91. https://doi.org/10.3758/BRM.40.3.879.Search in Google Scholar
Preacher, K. J., D. D. Rucker, and A. F. Hayes. 2007. “Addressing Moderated Mediation Hypotheses: Theory, Methods, and Prescriptions.” Multivariate Behavioral Research 42 (1): 185–227. https://doi.org/10.1080/00273170701341316.Search in Google Scholar
Qiu, H., N. Wang, and M. Li. 2021. “Stimulating Customer Citizenship Behavior with Service Climate: The Mediating Role of Customer Psychological Empowerment.” Sage Open 11 (1): 215824402110060. https://doi.org/10.1177/21582440211006065.Search in Google Scholar
Roy, S. K., J. F. Devlin, and H. Sekhon. 2015. “The Impact of Fairness on Trustworthiness and Trust in Banking.” Journal of Marketing Management 31 (9–10): 996–1017. https://doi.org/10.1080/0267257X.2015.1036101.Search in Google Scholar
Roy, S. K., R. L. Gruner, and J. Guo. 2022. “Exploring Customer Experience, Commitment, and Engagement Behaviours.” Journal of Strategic Marketing 30 (1): 45–68. https://doi.org/10.1080/0965254X.2019.1642937.Search in Google Scholar
Shao, Z., L. Zhang, X. Li, and R. Zhang. 2022. “Understanding the Role of Justice Perceptions in Promoting Trust and Behavioral Intention towards Ride-Sharing.” Electronic Commerce Research and Applications 51 (1): 101119. https://doi.org/10.1016/j.elerap.2022.101119.Search in Google Scholar
Smith, M. L. 2011. “Limitations to Building Institutional Trustworthiness through E-Government: A Comparative Study of Two E-Services in Chile.” Journal of Information Technology 26 (1): 78–93. https://doi.org/10.1057/jit.2010.17.Search in Google Scholar
Sparks, B. A., and J. R. McColl-Kennedy. 2001. “Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Setting.” Journal of Business Research 54 (3): 209–18. https://doi.org/10.1016/S0148-2963(00)00120-X.Search in Google Scholar
Spreng, R. A., and R. D. Mackoy. 1996. “An Empirical Examination of a Model of Perceived Service Quality and Satisfaction.” Journal of Retailing 72 (2): 201–14. https://doi.org/10.1016/S0022-4359(96)90014-7.Search in Google Scholar
Turel, O., Y. Yuan, and C. E. Connelly. 2008. “In Justice We Trust: Predicting User Acceptance of E-Customer Services.” Journal of Management Information Systems 24 (4): 123–51. https://doi.org/10.2753/MIS0742-1222240405.Search in Google Scholar
VanDyne, L., J. W. Graham, and R. M. Dienesch. 1994. “Organizational Citizenship Behavior: Construct Redefinition, Measurement, and Validation.” Academy of Management Journal 37 (4): 765–802. https://doi.org/10.5465/256600.Search in Google Scholar
VanTonder, E., and D. Petzer. 2023. “Promoting Customer Advocacy in the Ride-Hailing Sector: A Generational Cohort Perspective.” South African Journal of Economic and Management Sciences 26 (1): 1–14. https://doi.org/10.4102/sajems.v26i1.4670.Search in Google Scholar
Van Tonder, E., and D. J. Petzer. 2022. “Factors Promoting Customer Citizenship Behaviours and the Moderating Role of Self-Monitoring: A Study of Ride-Hailing Services.” European Business Review 34 (6): 876–96. https://doi.org/10.1108/EBR-09-2021-0197.Search in Google Scholar
Wat, D., and M. A. Shaffer. 2005. “Equity and Relationship Quality Influences on Organizational Citizenship Behaviors: The Mediating Role of Trust in the Supervisor and Empowerment.” Personnel Review 34 (4): 406–22. https://doi.org/10.1108/00483480510599752.Search in Google Scholar
Wilk, V., G. N. Soutar, and P. Harrigan. 2020. “Online Brand Advocacy (OBA): The Development of a Multiple Item Scale.” The Journal of Product and Brand Management 29 (4): 415–29. https://doi.org/10.1108/JPBM-10-2018-2090.Search in Google Scholar
Xu, B., D. Li, and B. Shao. 2012. “Knowledge Sharing in Virtual Communities: A Study of Citizenship Behavior and its Social-Relational Antecedents.” International Journal of Human-Computer Interaction 28 (5): 347–59. https://doi.org/10.1080/10447318.2011.590121.Search in Google Scholar
Yau, O., J. Lee, R. Chow, L. Sin, and A. Tse. 2000. “Relationship Marketing the Chinese Way.” Business Horizons 43 (1): 16–24. https://doi.org/10.1016/S0007-6813(00)87383-8.Search in Google Scholar
Yi, Y., and T. Gong. 2006. “The Antecedents and Consequences of Service Customer Citizenship and Badness Behavior.” Seoul Journal of Business 12 (2): 145–76.Search in Google Scholar
Yi, Y., and T. Gong. 2008. “The Effects of Customer Justice Perception and Affect on Customer Citizenship Behavior and Customer Dysfunctional Behavior.” Industrial Marketing Management 37 (7): 767–83. https://doi.org/10.1016/j.indmarman.2008.01.005.Search in Google Scholar
Yi, Y., and T. Gong. 2013. “Customer Value Co-Creation Behavior: Scale Development and Validation.” Journal of Business Research 66 (9): 1279–84. https://doi.org/10.1016/J.JBUSRES.2012.02.026.Search in Google Scholar
Yi, Y., T. Gong, and H. Lee. 2013. “The Impact of Other Customers on Customer Citizenship Behavior.” Psychology and Marketing 30 (4): 341–56. https://doi.org/10.1002/MAR.20610.Search in Google Scholar
Yoon, M. H., and J. Suh. 2003. “Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees.” Journal of Business Research 56 (8): 597–611. https://doi.org/10.1016/S0148-2963(01)00290-9.Search in Google Scholar
Yu, T.-W. 2022. “The Effects of Organizational Justice, Trust and Supervisor–Subordinate Guanxi on Organizational Citizenship Behavior: A Social-Exchange Perspective.” Management Research Review 45 (8): 985–1000. https://doi.org/10.1108/MRR-03-2021-0238.Search in Google Scholar
Zayed, M., J. Jauhar, Z. Mohaidin, and M. Ali Murshid. 2022. “The Relation of Justice and Organizational Citizenship Behaviour in Government Ministries: The Mediating of Affective Commitment.” Employee Responsibilities and Rights Journal 34 (2): 139–67. https://doi.org/10.1007/s10672-021-09383-1.Search in Google Scholar
© 2023 Walter de Gruyter GmbH, Berlin/Boston
Articles in the same Issue
- Frontmatter
- The Rise of the Non-Fungible Token (NFT) Market in Turkey: The Effect of Social Media Interaction and the Need for Uniqueness on NFT Purchase Intention*
- Walk in Someone Else’s Shoes: Fan Group Behavior and Rivalry in Sport and Athletic Footwear Brands
- Dynamic Formation of Quality Expectations: Theory and Empirical Evidence
- A Systematic Analysis of Higher Educational Content Over Social Media for Engagement Optimization
- Developing Affective Brands: Paratextualization in the Entertainment Industry
- How Does Social Media Impact Consumers’ Sustainable Purchase Intention?
- Packaging Global Warming Products: The CIS Strategy as a Driver of Gen Z’s Satisfaction and Loyalty
- How to Improve the Performance of Email Marketing Campaigns? A Field Experiment Using the Authority Principle to Improve Email Performance
- Marketing Journal Rankings: Active Scholar Assessment
- Further Insight into the Usage of Bank Cards Over Cash at the Point-of-Sale?
- Exploring Must-know Criteria for Effective Customer Segmentation in Online Market Using AHP
- The Impact of Customer Perceived Justice on Target-Based Customer Citizenship Behaviors: The Mediating Effects of Customer Trust and Affective Commitment
- Unveiling Brand Convergence in Consideration Sets: The Effects of Purchase for Self or Others and Product Nature
Articles in the same Issue
- Frontmatter
- The Rise of the Non-Fungible Token (NFT) Market in Turkey: The Effect of Social Media Interaction and the Need for Uniqueness on NFT Purchase Intention*
- Walk in Someone Else’s Shoes: Fan Group Behavior and Rivalry in Sport and Athletic Footwear Brands
- Dynamic Formation of Quality Expectations: Theory and Empirical Evidence
- A Systematic Analysis of Higher Educational Content Over Social Media for Engagement Optimization
- Developing Affective Brands: Paratextualization in the Entertainment Industry
- How Does Social Media Impact Consumers’ Sustainable Purchase Intention?
- Packaging Global Warming Products: The CIS Strategy as a Driver of Gen Z’s Satisfaction and Loyalty
- How to Improve the Performance of Email Marketing Campaigns? A Field Experiment Using the Authority Principle to Improve Email Performance
- Marketing Journal Rankings: Active Scholar Assessment
- Further Insight into the Usage of Bank Cards Over Cash at the Point-of-Sale?
- Exploring Must-know Criteria for Effective Customer Segmentation in Online Market Using AHP
- The Impact of Customer Perceived Justice on Target-Based Customer Citizenship Behaviors: The Mediating Effects of Customer Trust and Affective Commitment
- Unveiling Brand Convergence in Consideration Sets: The Effects of Purchase for Self or Others and Product Nature
