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01.02.2016 | Empirical article

Customer-to-customer interactions on customer citizenship behavior

verfasst von: Jin Ho Jung, Jay Jaewon Yoo

Erschienen in: Service Business | Ausgabe 1/2017

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Abstract

This study examines how both positive and negative customer-to-customer interactions (CCIs) simultaneously influence customer citizenship behavior. Specifically, we posit that (1) positive CCI and dysfunctional customer behavior (negative CCI) influence customers’ affection with service, (2) customers’ affection with service leads to positive customer citizenship behavior, and (3) service providers’ relationship investment moderates the relationships between positive (negative) CCI and customers’ affection with service. The study sample consisted of 362 customers at a major public recreation center in South Korea. We used latent moderated structural equation modeling and the bootstrapping technique to test the proposed hypotheses. The results offer full support for the expected differential effects of positive CCI and dysfunctional customer behavior on customer citizenship behavior, and provide important implications for research and practice.

Vorheriger Artikel The effects of perceived value on loyalty: the moderating effect of market orientation adoption

Nächster Artikel Development of a scale to measure the quality of mobile location-based services

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Titel: Customer-to-customer interactions on customer citizenship behavior
verfasst von: Jin Ho Jung
Jay Jaewon Yoo
Publikationsdatum: 01.02.2016
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 1/2017
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-016-0304-7

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