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Persistent link: https://www.econbiz.de/10011810941
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...
Persistent link: https://www.econbiz.de/10014534901
Customers' voluntary behaviors (i.e., customer citizenship behaviors, CCBs) are of ever-increasing interest, given that they produce extraordinary value for service providers. Whether customer perceived support (CPS) from service providers leads to CCBs has remained largely understudied in...
Persistent link: https://www.econbiz.de/10013415845
Persistent link: https://www.econbiz.de/10014364962
Prior studies have paid relatively little attention to the mechanisms that underpin how the organizational good intentions perceived by customers (including customer perceived justice and support) may result in customers engaging in voluntary behaviors (i.e., customer citizenship behaviors...
Persistent link: https://www.econbiz.de/10014368541