The Interaction Effect of Service Unfairness and Attribution on Consumer Dysfunctional Behavior

Jianxin Li (jxlee01@163.com), Xiang Gong (gongxianggz@126.com) and Li Liu (liuliliuli0602@sina.com)
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Jianxin Li: Changsha University of Science & Technology
Xiang Gong: Changsha University of Science & Technology
Li Liu: Changsha University of Science & Technology

A chapter in LISS 2013, 2015, pp 871-875 from Springer

Abstract: Abstract This article uses the simulation experiment method to analyze the impact of the service unfairness and attribution on customer dysfunctional behavior 2 (service unfairness: distributive unfairness versus procedure unfairness) × 2 (attribution: controllable versus uncontrollable) based on social-exchange theory, frustration-aggression theory and attribution theory. The result shows that the interaction effect was supported, while the mediating effect is not. This study focuses on customer dysfunctional behavior from a service perspective, psychological contract violation as the conduction mechanism and provides a new perspective for the cause of customer dysfunctional behavior and some management suggestions for the service organization managers.

Keywords: Service unfairness; Attribution; Psychological contract violation (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-40660-7_130

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DOI: 10.1007/978-3-642-40660-7_130

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