The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support
The present study examines the influence of perceived procedural justice (PPJ) on four fundamental dimensions of customer citizenship behaviours (helping other customers, advocacy, customer tolerance, and feedback) and the mediating role of customer perceived support (CPS). Our research setting is...
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| Language: | English |
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Vilnius University Press
2023-12-01
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| Series: | Organizations and Markets in Emerging Economies |
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| Online Access: | https://www.journals.vu.lt/omee/article/view/29697 |
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| author | Ahmed Hassaan Ali Jing Song |
| author_facet | Ahmed Hassaan Ali Jing Song |
| author_sort | Ahmed Hassaan Ali |
| collection | DOAJ |
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The present study examines the influence of perceived procedural justice (PPJ) on four fundamental dimensions of customer citizenship behaviours (helping other customers, advocacy, customer tolerance, and feedback) and the mediating role of customer perceived support (CPS). Our research setting is the smartphone after-sales service sector in China. Structural equation modeling (SEM) using AMOS is employed to empirically test our hypotheses on the basis of survey data from 368 smartphone
customers. We find that PPJ significantly contributes to the customer citizenship behaviours of helping other customers, advocacy, and feedback. Surprisingly, we do not find a significant relationship between PPJ and customer tolerance. Our evidence indicates that CPS partially mediates the relationships between PPJ and helping other customers, advocacy, and feedback, but fully mediates the effect of PPJ on customer tolerance. This research contributes to managers’ understanding of how voluntary behaviours can be effectively managed by enhancing PPJ and CPS. Further, it enriches our theoretical understanding of key antecedents of customer citizenship behaviours.
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| format | Article |
| id | doaj-art-83689d9f742f4e019e65cfe4ef4d2139 |
| institution | Kabale University |
| issn | 2029-4581 2345-0037 |
| language | English |
| publishDate | 2023-12-01 |
| publisher | Vilnius University Press |
| record_format | Article |
| series | Organizations and Markets in Emerging Economies |
| spelling | doaj-art-83689d9f742f4e019e65cfe4ef4d21392025-01-20T18:21:46ZengVilnius University PressOrganizations and Markets in Emerging Economies2029-45812345-00372023-12-0114310.15388/omee.2023.14.1The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived SupportAhmed Hassaan Ali0Jing Song1School of Economics and Management, Southwest Jiaotong University, Chengdu, Sichuan, China Faculty of Commerce, Assiut University, Assiut, EgyptSchool of Economics and Management, Southwest Jiaotong University, Chengdu, Sichuan, China Key Laboratory of Service Science and Innovation of Sichuan Province, Chengdu, Sichuan, China The present study examines the influence of perceived procedural justice (PPJ) on four fundamental dimensions of customer citizenship behaviours (helping other customers, advocacy, customer tolerance, and feedback) and the mediating role of customer perceived support (CPS). Our research setting is the smartphone after-sales service sector in China. Structural equation modeling (SEM) using AMOS is employed to empirically test our hypotheses on the basis of survey data from 368 smartphone customers. We find that PPJ significantly contributes to the customer citizenship behaviours of helping other customers, advocacy, and feedback. Surprisingly, we do not find a significant relationship between PPJ and customer tolerance. Our evidence indicates that CPS partially mediates the relationships between PPJ and helping other customers, advocacy, and feedback, but fully mediates the effect of PPJ on customer tolerance. This research contributes to managers’ understanding of how voluntary behaviours can be effectively managed by enhancing PPJ and CPS. Further, it enriches our theoretical understanding of key antecedents of customer citizenship behaviours. https://www.journals.vu.lt/omee/article/view/29697perceived procedural justicecustomer citizenship behaviourscustomer tolerancecustomer perceived support smartphone after-sales serviceChina |
| spellingShingle | Ahmed Hassaan Ali Jing Song The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support Organizations and Markets in Emerging Economies perceived procedural justice customer citizenship behaviours customer tolerance customer perceived support smartphone after-sales service China |
| title | The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support |
| title_full | The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support |
| title_fullStr | The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support |
| title_full_unstemmed | The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support |
| title_short | The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support |
| title_sort | impact of perceived procedural justice on dimensions of customer citizenship behaviours the mediating effect of customer perceived support |
| topic | perceived procedural justice customer citizenship behaviours customer tolerance customer perceived support smartphone after-sales service China |
| url | https://www.journals.vu.lt/omee/article/view/29697 |
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