The antecedents and consequences of service customer citizenship and badness behavior

This paper presents an empirical test of the antecedents and consequences of customer extra-role behavior (i.e., customer citizenship behavior and badness behavior). The model posits that negative affect, perceived justice, and commitment lead to customer extra-role behavior. In turn, such extra-role behavior is expected to impact perceived service quality. The model was tested in an exercise class context of participants at sports center. Results from the empirical test indicated that managing customer extra-role behavior is as important as that of employee. Secondly, the study found that the organization have to manage the negative affect of customers to prevent customer badness behavior, and perceived justice and commitment to increase customer citizenship behavior. Implications are discussed, possible areas of further research are indicated, and limitations of the study are noted

An Investigation into Selected Antecedents of Behavior Modification

How can one modify one's behavior? If so, how can one maintain the modified behavior? These are questions relevant to every aspect of our life. There have been many studies that try to explain one's behavior, but relatively few studies on changing and maintaining the changed behavior. As behavior becomes habitual or addictive, it will be more difficult to .modify. Even though one may succeed in modifying behavior temporarily, maintaining the modified behavior will be difficult Such behavior runs a wide gamut from addictive behaviors like alcoholism, smoking, drug abuse to a minor habit like trembling legs while talking. Though they differ in their scope and nature, there are common characteristics. One's intention might be in one direction, while attitude or habits are in the opposite direction. Then there will be a conflict between intention and habit. Thus one's attitudes or intentions are not enough to explain one's behavior. Then what are the factors that are associated with maintaining the modified behavior? This study tries to address this question in the context of quitting smoking

Direct and indirect approaches to advertising persuasion : Which is more effective?

While research suggests that advertisers can affect a particular belief intended to be changed (the intended belief) either directly by mentioning it or indirectly by mentioning other beliefs associated with it, the consequences of the two approaches are not clearly understood. Also, relatively little attention has been paid to visual elements that are not equivalent, but related, to verbal content. This study investigated the impact of 1) the directness of verbal claims (direct or indirect) and 2) the existence of visual cues about the intended belief (present and absent). It was found that persuasion was enhanced by visual cues that suggest the intended attribute. Results also indicated that when visual cues were absent, indirectly induced persuasion showed more stability over time than directly induced persuasion. Implications of the findings for understanding advertising effects are discussed.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/28543/1/0000342.pd

An Empirical Study on the Customer Reponses to Service Recovery in the Context of Service Failure

This article examines how customers respond to various service recoveries by investigating the moderating role of service failure severity. Using a scenario-based experiment, the proposed model was tested in a mobile phone service industry. The results show that under the core service failure, high recoveries are more effective than low recoveries, whereas low recoveries are as effective as high recoveries under the peripheral service failure. The effects were assessed in terms of customers intentions such as repurchase intention and word-of-mouth communication

The Effect of Shopping Emotions and Perceived Risk on Impulsive Buying: The Moderating Role of Buying Impulsiveness Trait

Using a sample of 163 consumers, the study provided evidence that arousal and perceived risk had effects on impulsive buying behavior. Perceived risk was negatively associated with impulsive buying behavior but not significantly related to impulsive buying intention, whereas pleasure, which was not related to actual behavior, was a predictor of impulsive buying intention. On the other hand, the buying impulsiveness trait was found to moderate the relationship between pleasure and impulsive buying intention. This study is expected to contribute to the body of knowledge by building a model that incorporates affective, cognitive, and individual factors related to impulsive buying

Direct regression, reverse regression, and covariance structure analysis

This paper discusses the issues in estimating the effects of marketing variables with linear models. When the variables are not directly observable, it is well known that direct regression yields biased estimates. Several researchers have recently suggested reverse regression as an alternative procedure. However, it is shown that the reverse regression approach also fails to provide unbiased estimates in general, except for some special cases. It is proposed that covariance structure analysis with an appropriate measurement model can ensure the unbiasedness of estimated effects. These issues are examined in the context of assessing market pioneer advantages.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/47088/1/11002_2004_Article_BF00554134.pd

An investigation into the role of intentions as mediators of the attitude-behavior relationship

Do intentions mediate all of the effects of attitudes on behavior? This study shows that discovery of the role of intentions depends on the statistical power of test procedures, the reliability of measures of intentions, and the nature of the processes intervening between intentions and behavior.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/28025/1/0000463.pd

On the use of structural equation models in experimental designs: Two extensions

Bagozzi and Yi (1989) recently introduced new procedures for using structural equation models in experimental designs with . We extend their research by showing that the structural equation analysis of experimental designs can be accomplished via Wold's partial least squares () approach, which can be used without many of the assumptions necessary for maximum likelihood estimation in . We show that is applicable not only to the basic design, but also to other complex designs. We also identify two restrictive assumptions implicit in Bagozzi and Yi's step-down analysis procedures, and describe a more general approach that can be used even when these assumptions are not met. The proposed procedures are illustrated with Bagozzi and Yi's data, and the conditions suitable for alternative procedures are discussed.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/29293/1/0000354.pd