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Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen?
In this study, we define customer voice behavior as a consumer’s extra-role communicative behavior of offering suggestions or opinions to enterprises. We classified customer voice behavior into two dimensions: promotive and prohibitive voices. Furthermore, we explored the relationship between custom...
Autores principales: | , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Frontiers Media S.A.
2020
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7189116/ https://www.ncbi.nlm.nih.gov/pubmed/32390920 http://dx.doi.org/10.3389/fpsyg.2020.00777 |
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author | Ran, Yang Zhou, Hao |
author_facet | Ran, Yang Zhou, Hao |
author_sort | Ran, Yang |
collection | PubMed |
description | In this study, we define customer voice behavior as a consumer’s extra-role communicative behavior of offering suggestions or opinions to enterprises. We classified customer voice behavior into two dimensions: promotive and prohibitive voices. Furthermore, we explored the relationship between customer–company (C–C) identification and customer voice behavior. From a sample of 394 university students who were customers of food delivery services, the results showed that C–C identification was positively related to both promotive and prohibitive voices while felt responsibility for constructive change (FRCC) played a mediating role between C–C identification and both kinds of customer voice behavior. In addition, we found the moderating effects of self-impact, which could strengthen the impacts of FRCC on customer voice behavior and the mediating effects of FRCC. The theoretical and practical implications of this study are also discussed. |
format | Online Article Text |
id | pubmed-7189116 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2020 |
publisher | Frontiers Media S.A. |
record_format | MEDLINE/PubMed |
spelling | pubmed-71891162020-05-08 Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen? Ran, Yang Zhou, Hao Front Psychol Psychology In this study, we define customer voice behavior as a consumer’s extra-role communicative behavior of offering suggestions or opinions to enterprises. We classified customer voice behavior into two dimensions: promotive and prohibitive voices. Furthermore, we explored the relationship between customer–company (C–C) identification and customer voice behavior. From a sample of 394 university students who were customers of food delivery services, the results showed that C–C identification was positively related to both promotive and prohibitive voices while felt responsibility for constructive change (FRCC) played a mediating role between C–C identification and both kinds of customer voice behavior. In addition, we found the moderating effects of self-impact, which could strengthen the impacts of FRCC on customer voice behavior and the mediating effects of FRCC. The theoretical and practical implications of this study are also discussed. Frontiers Media S.A. 2020-04-22 /pmc/articles/PMC7189116/ /pubmed/32390920 http://dx.doi.org/10.3389/fpsyg.2020.00777 Text en Copyright © 2020 Ran and Zhou. http://creativecommons.org/licenses/by/4.0/ This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms. |
spellingShingle | Psychology Ran, Yang Zhou, Hao Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen? |
title | Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen? |
title_full | Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen? |
title_fullStr | Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen? |
title_full_unstemmed | Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen? |
title_short | Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen? |
title_sort | customer–company identification as the enabler of customer voice behavior: how does it happen? |
topic | Psychology |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7189116/ https://www.ncbi.nlm.nih.gov/pubmed/32390920 http://dx.doi.org/10.3389/fpsyg.2020.00777 |
work_keys_str_mv | AT ranyang customercompanyidentificationastheenablerofcustomervoicebehaviorhowdoesithappen AT zhouhao customercompanyidentificationastheenablerofcustomervoicebehaviorhowdoesithappen |