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

In: Liss 2013

Author

Listed:
  • Jianxin Li

    (Changsha University of Science & Technology)

  • Xiang Gong

    (Changsha University of Science & Technology)

  • Li Liu

    (Changsha University of Science & Technology)

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.

Suggested Citation

  • Jianxin Li & Xiang Gong & Li Liu, 2015. "The Interaction Effect of Service Unfairness and Attribution on Consumer Dysfunctional Behavior," Springer Books, in: Runtong Zhang & Zhenji Zhang & Kecheng Liu & Juliang Zhang (ed.), Liss 2013, pages 871-875, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-40660-7_130
    DOI: 10.1007/978-3-642-40660-7_130
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