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2015 | OriginalPaper | Chapter

The Interaction Effect of Service Unfairness and Attribution on Consumer Dysfunctional Behavior

Authors : Jianxin Li, Xiang Gong, Li Liu

Published in: LISS 2013

Publisher: Springer Berlin Heidelberg

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Abstract

This article uses the simulation experiment method to analyze the impact of the service unfairness and attribution on customer dysfunctional behavior 2 (service unfairness: distributive unfairness versus procedure unfairness) × 2 (attribution: controllable versus uncontrollable) based on social-exchange theory, frustration-aggression theory and attribution theory. The result shows that the interaction effect was supported, while the mediating effect is not. This study focuses on customer dysfunctional behavior from a service perspective, psychological contract violation as the conduction mechanism and provides a new perspective for the cause of customer dysfunctional behavior and some management suggestions for the service organization managers.

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previous chapter Combination Prediction of Railway Freight Volume Based on Support Vector Machine and NARX Neural Network
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Literature
Gakovic A, Tetrick LE (2003) Psychological contract breach as a source of strain for employee. J Bus Res 2(18):235–244
Lawler EJ (2001) An affect theory of social exchange. J Sociol 107(2):321–352
Rousseau DM (1995) Psychological contracts in organizations: understanding written and unwritten agreements. Sage Publications, Thousand Oaks, pp 132–135
Yi Y, Gong T (2004) The effects of service justice on customer badness behavior focusing on mediation effects of negative affect and commitment. Korean Market Rev 4(19):185–210
Metadata
Title
The Interaction Effect of Service Unfairness and Attribution on Consumer Dysfunctional Behavior
Authors
Jianxin Li
Xiang Gong
Li Liu
Copyright Year
2015
Publisher
Springer Berlin Heidelberg
Book
LISS 2013

Electronic ISBN: 978-3-642-40660-7

Copyright Year: 2015

DOI
https://doi.org/10.1007/978-3-642-40660-7_130