scholarly journals Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context

2021 ◽  
Vol 12 ◽  
Author(s):  
Tingting Zhu ◽  
Beilei Liu ◽  
Mengmeng Song ◽  
Jinnan Wu
Keyword(s):  
Structural Equation ◽  
Online Shopping ◽  
Negative Impact ◽  
Service Recovery ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Recovery Satisfaction ◽  
Serial Mediation ◽  
Customer Citizenship Behavior ◽  
Expectation Confirmation

Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings. Grounded on the expectation confirmation theory and social exchange theory, this study examined the influence of service recovery expectation and recovery justice on customer citizenship behavior with a serial mediation of recovery expectation confirmation and post-recovery satisfaction. A total of 774 samples from e-shoppers with most impressive (N = 401) and most recent (N = 373) service recovery experience were collected to test the hypotheses using structural equation modeling and bootstrapping procedures. This study reveals that service recovery expectation has a negative impact on recovery expectation confirmation, while recovery justice positively affects recovery expectation confirmation, which is further positively correlated with post-recovery satisfaction and customer citizenship behavior. Moreover, recovery expectation confirmation and post-recovery satisfaction play a serial mediation in the relationship between service recovery expectation and recovery justice, and customer citizenship behavior. Our study contributes to the growing body of customer citizenship behavior literature by offering an alternative perspective (i.e., service recovery) to understand what encourage or impede customer citizenship behavior, and expands service recovery literature by combining service recovery expectation and recovery justice into a framework and revealing the expectation–confirmation mechanism through which they influence post-recovery satisfaction in online shopping setting.

scholarly journals Green Restaurant Consumers’ Pride and Social Healthy Narcissism Influencing Self-Actualization and Self-Transcendence That Drive Customer Citizenship Behavior

2020 ◽  
Vol 12 (24) ◽  
pp. 10339
Author(s):  
Kumju Hwang ◽  
Bora Lee ◽  
Juhee Hahn
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Positive Relationship ◽  
Sem Analysis ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Self Actualization ◽  
Self Transcendence ◽  
Customer Citizenship Behavior

This study explored green restaurant consumers’ self-actualization and self-transcendence motivations that drive customer citizenship behavior (CCB). A survey of green restaurant consumers was administered, and structural equation modeling (SEM) analysis was performed. The findings indicate the presence of positive associations between pride and self-actualization, and healthy social narcissism and self-transcendence. This study also found a positive relationship between self-actualization and self-transcendence, and they are positively associated with CCB. Interestingly, the findings suggest that green restaurant consumers’ pride, self-actualization and CCB path is more dominant path vis-à-vis the path from healthy social narcissism mediated by self-transcendence to CCB.

scholarly journals Perception of Justice, Post Service Recovery Satisfaction, Intention to Revisit and Wom Recommendations of Foreign Tourists Visiting Bali

1970 ◽  
Author(s):  
I Nyoman Sudiarta ◽  
Ni Wayan Sri Suprapti ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
Structural Equation Modeling ◽  
Statistical Analysis ◽  
Structural Equation ◽  
Service Recovery ◽  
Interactional Justice ◽  
Equation Modeling ◽  
Multivariate Statistical ◽  
Tourist Attractions ◽  
Recovery Satisfaction ◽  
Intention To Revisit

This study aimed to determine the effect of perceptions of distributive, procedural and interactional justice on post-service recovery satisfaction and post-service recovery satisfaction effect on the intention to revisit and WOM recommendations of foreign tourists to Bali. The respondents of this study were foreign tourists who visited Bali and ever experienced complaint. The number of eligible samples was 100 respondents. The questionnaire was given to tourists visiting tourist attractions of Tanah Lot, Kintamani and Besakih. Data were analyzed using multivariate statistical analysis, namely structural equation modeling (SEM). The results of this study indicated that the perception of distributive justice, procedural and interactional had a positive and significant effect on the post-service recovery satisfaction of foreign tourists who visited Bali. The study also found a positive and significant effect of post-service recovery satisfaction on the intention to revisit and the intention of recommending positive WOM of foreign tourists who visited Bali.

The role of switching cost in the e-service recovery framework among banking customers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajay Jose ◽  
Sonia Mathew ◽  
Rejikumar G. ◽  
Dony Peter Chacko ◽  
Ajith K. Thomas
Keyword(s):  
Structural Equation ◽  
Switching Costs ◽  
Service Recovery ◽  
Switching Cost ◽  
Retail Banking ◽  
Equation Modeling ◽  
Content Type ◽  
Recovery Satisfaction ◽  
Moderating Role

Purpose The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents. Design/methodology/approach A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale. Findings The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction. Practical implications The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process. Originality/value This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.

scholarly journals Moral Imagination, Parasocial Brand Love, and Customer Citizenship Behavior: Travelers’ Relationship with Sponsoring Airline Brands in the United States

2018 ◽  
Vol 10 (12) ◽  
pp. 4391 ◽  
Author(s):  
Joonhyeong Kim ◽  
Insin Kim
Keyword(s):  
Structural Equation ◽  
Moral Imagination ◽  
Positive Association ◽  
The United States ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Creative Imagination ◽  
Brand Love ◽  
Customer Citizenship Behavior ◽  
The Relationship

While travelers tend to engage in reflective thinking processes, the relationship between the ability to imagine and the human–brand relations has not been clearly understood. In sustainability and consumer-brand literature, morally imaginative travelers and their relationship with and behavior toward a sponsoring brand have received little attention. In connecting moral imagination with the airline cause sponsorship literature, this study aims to investigate the antecedent of travelers’ parasocial brand love with airlines as sponsors of charitable causes and to identify what motivates customer citizenship behavior. Based on a study sample of 442 travelers who experienced US-based full-service airlines and who were aware of the airlines’ sponsorship of environmental and social charitable causes, the study analyzed the data employing a structural equation modeling (SEM) technique to examine the relationship between moral imagination, parasocial brand love, and customer citizenship behavior. The investigation revealed a positive association between reproductive, productive, and creative imagination and parasocial brand love. Additionally, a positive influence of parasocial brand love on customer citizenship behavior was confirmed. This study highlights that imaginative travelers are good at evaluating the airlines’ sponsorship-related moral situations, further developing parasocial brand love. The results provided important insights into practical, as well as theoretical, arenas.

scholarly journals Investing In CSR Pays You Back in Many Ways! The Case of Perceptual, Attitudinal and Behavioral Outcomes of Customers

2020 ◽  
Vol 12 (3) ◽  
pp. 1158 ◽  
Author(s):  
Ishfaq Ahmed ◽  
Mian Sajid Nazir ◽  
Imran Ali ◽  
Mohammad Nurunnabi ◽  
Arooj Khalid ◽  
...  
Keyword(s):  
Service Quality ◽  
Fast Food ◽  
Structural Equation ◽  
Affective Commitment ◽  
Behavioral Outcomes ◽  
Causal Link ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Socially Responsible ◽  
Customer Citizenship Behavior

Researchers and scholars have widely attributed corporate social responsibility (CSR) to enormous outcomes. However, the customer-specific outcomes are either less investigated or lack clarity. By focusing on perceptual, attitudinal and behavioral outcomes of CSR, this study entails that CSR influences customers’ citizenship behavior (behavioral outcome) both directly and indirectly (through service quality and affective commitment—perceptual and attitudinal outcomes). Survey data collected from 669 fast-food restaurant customers were analyzed through the structural equation modeling technique. The results revealed a positive and significant relationship between restaurants’ CSR efforts and customers’ behavioral responses in terms of citizenship behavior. Findings also highlight that CSR does not only have a direct relation but the sequential mediation mechanism also exists. The study extends the existing literature by focusing on the ignored causal link of CSR and customer citizenship behavior (CCB) by considering the service quality and affective commitment as an explanatory mechanism, and provides certain practical implications which could also be useful for managers of the restaurant industry to devise their socially responsible practices.

scholarly journals INVESTIGATING THE EFFECT OF PRIDE, MINDFULNESS, GENERAL SELF-AWARENESS, EMOTIONAL SATISFACTION ON CUSTOMER CITIZENSHIP BEHAVIOR AMONG GREEN CUSTOMERS

2021 ◽  
Vol 9 (3) ◽  
pp. 1007-1017
Author(s):  
Atousa Kamangar Rahmani ◽  
Homa Heidari Navid ◽  
Mayeseh Aman Zade Seyed ◽  
Somayeh Ashouri ◽  
Azadeh Khalaji
Keyword(s):  
Structural Equation ◽  
Public Awareness ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Self Awareness ◽  
Statistical Population ◽  
Infinite Population ◽  
Descriptive Research ◽  
Customer Citizenship Behavior ◽  
The Relationship

Purpose of the study: The purpose of this study is to investigate the effect of pride, mindfulness, general self-awareness, emotional satisfaction on customer citizenship behavior among green customers. Methodology: The present study is descriptive research in terms of applied purpose and duration of data collection. Structural equation modeling with Warp PLS software was used for analysis. Due to the survey and the lack of research, a questionnaire was used to collect data. The statistical population included customers of Cinere green products. Since their number is unknown, the infinite population was considered, and Cochran's formula for the endless population was estimated at 384 people. Principal Findings: The results showed that pride has a positive and significant effect on the general self-awareness of green customers. Mindfulness has a substantial direct impact on the general self-awareness of green customers. The immediate effect of public awareness on the citizenship behavior of green customers was confirmed, and emotional satisfaction has a significant impact on the citizenship behavior of green customers. Finally, the mediating result of emotional satisfaction on the relationship between public self-awareness and citizenship behavior of green customers was confirmed. Applications of this study: This research can be used in psychology and sociology areas. Novelty/Originality of this study: to investigate the effect of pride, mindfulness, general self-awareness, emotional satisfaction on customer citizenship behavior among green customers.

Effect of Organizational Culture and Organizational Commitment to Employee Performance through Organizational Citizenship Behavior (OCB) as Intervening Variables (Study on Bappeda Litbang Provinsi Bali)

2018 ◽  
Vol 9 (08) ◽  
pp. 20997-21013
Author(s):  
Anom Suwibawa ◽  
Anak Agung Putu Agung ◽  
I Ketut Setia Sapta
Keyword(s):  
Organizational Culture ◽  
Organizational Commitment ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Structural Equation ◽  
Employee Performance ◽  
Sem Analysis ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
The Individual

Organizational culture as the values, principles, traditions and ways of working shared by members of the organization and affect the way they act. Organizational commitment has an important role of employee performance. The commitment can be realized if the individual in the organization, running their rights and obligations according to their duties and functions and functions within the organization, because the achievement of organizational goals is the work of all members of the organization that are collective Vipraprastha, Sudja,  & Yuesti (2018). Respondents in this study are Civil Servants (PNS) at least have been working for 2 years. The number of respondents in this study were 86 respondents using Nonprobability technique that is saturated samples or often called total sampling. This research uses SMARTPLS 3 Structural Equation Modeling (SEM) analysis. The results of this study indicate that: 1) organizational culture has a positive and significant effect on Organizational Citizenship Behavior (OCB); 2) Organizational Citizenship Behavior (OCB) has positive and significant impact on Organizational Citizenship Behavior (OCB); 3) Organizational Citizenship Behavior employee, 4) organizational culture has a positive effect on the performance of employees, either partially or through Organizational Citizenship Behavior (OCB), 5) Organizational commitment has no effect on employee performance.

What makes a brand citizen in the restaurant industry?

2019 ◽  
Vol 47 (10) ◽  
pp. 1-11
Author(s):  
Ling Xiang ◽  
Yi-Chun Yang
Keyword(s):  
Structural Equation ◽  
Profit Sharing ◽  
Restaurant Industry ◽  
Psychological Ownership ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Corporate Management ◽  
Frontline Employees ◽  
Modeling Analysis ◽  
Brand Citizenship Behavior

We proposed a framework comprising the 3 dimensions of formal ownership practices (profit sharing, participation in decision making, and access to business information) that influence brand psychological ownership, thereby facilitating brand citizenship behavior. Data were collected from 342 frontline employees in restaurants in Taiwan. The results of structural equation modeling analysis showed that the 3 dimensions of formal ownership practices were all strong predictors of brand psychological ownership, which enhanced brand citizenship behavior. Also, brand psychological ownership was an effective mediator in the relationship between formal ownership practices and brand citizenship behavior. If employees are to demonstrate positive brand behavior, that is, brand citizenship behavior, it is necessary for organizations to generate employees’ positive brand awareness, that is, brand psychological ownership, which plays a cross-level intermediary role between corporate management and brand citizenship behavior.

scholarly journals The Diffusion Mechanism of Megaproject Citizenship Behavior: The Role of Institutional Isomorphism

2021 ◽  
Vol 13 (15) ◽  
pp. 8123
Author(s):  
Delei Yang ◽  
Jun Zhu ◽  
Qingbin Cui ◽  
Qinghua He ◽  
Xian Zheng
Keyword(s):  
Structural Equation ◽  
Diffusion Mechanism ◽  
Vital Role ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Positive Effects ◽  
Diffusion Limited ◽  
The Relationship ◽  
Mimetic Isomorphism

Megaproject citizenship behavior (MCB) has been confirmed to a play vital role on megaproject performance. Although current research has argued that institution elements have had an impact on MCB diffusion, limited studies have empirically investigated the distinct effectiveness of various institution elements on driving MCB’s widespread diffusion in construction megaprojects. Based on institution theory, this study proposes a theoretical model comprising institutional elements (i.e., normative and mimetic isomorphism), owner’s support, relationship-based trust, and their effect or impact on MCB’s diffusion. Based on 171 industrial questionnaires collected from managers of contractors and designers in megaprojects. Partial least squares structural equation modeling (PLS-SEM) was used to validate the established model. The results indicated that both normative and mimetic isomorphism have positive effects on facilitating MCB diffusion, and owner’s support has shown partial mediation in promoting MCB diffusion through normative isomorphism, as well as full mediation in the promoting of MCB diffusion through mimetic isomorphism. Meanwhile, relationship-based trust exerts a positive moderating effect on the relationship between mimetic isomorphism and MCB. This study extends current literature on driving MCB diffusion from the perspective of institutional theory, contributing by providing four implications for megaprojects managers to “buy in” more extensive MCB.

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