The antecedents and consequences of service customer citizenship and badness behavior

Abstract

This paper presents an empirical test of the antecedents and\n\nconsequences of customer extra-role behavior (i.e., customer citizenship\n\nbehavior and badness behavior). The model posits that negative affect,\n\nperceived justice, and commitment lead to customer extra-role behavior.\n\nIn turn, such extra-role behavior is expected to impact perceived service\n\nquality. The model was tested in an exercise class context of\n\nparticipants at sports center. Results from the empirical test indicated\n\nthat managing customer extra-role behavior is as important as that of\n\nemployee. Secondly, the study found that the organization have to\n\nmanage the negative affect of customers to prevent customer badness\n\nbehavior, and perceived justice and commitment to increase customer\n\ncitizenship behavior. Implications are discussed, possible areas of\n\nfurther research are indicated, and limitations of the study are noted.

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