Organisational justice and customer citizenship behaviour of retail industries

Eh Di, Chien-Jung Huang, I-Heng Chen and Te-Cheng Yu

The Service Industries Journal, 2008, vol. 30, issue 11, 1919-1934

Abstract: Previous research has concerned itself more with customers' purchasing behaviours but not non-purchasing behaviour. Hence, the purpose of this study is to investigate the organisational justice (OJ) and customer citizenship behaviour (CCB), including the mediating role of organisational trust. A survey was conducted on a sample of 447 fast-food restaurant customers in Taiwan in order to test the proposed model. The findings showed that the customers who have higher perceptions of justice have higher levels of trust and CCB. Positive relationship was found between trust and CCB. In addition, trust has a partially significant mediating effect between OJ and CCB. The findings are discussed in terms of their theoretical and practical implications, and also provide some suggestions for managerial practice and further research.

Date: 2008
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DOI: 10.1080/02642060802627533

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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