Does Customer Value Creation Drive Customer Well-Being?

Title
Does Customer Value Creation Drive Customer Well-Being?
Author
공태식
Keywords
customer role stress; customer self-determination; customer value; customer value creation behavior; customer well-being
Issue Date
2016-02
Publisher
SOC PERSONALITY RES INC
Citation
SOCIAL BEHAVIOR AND PERSONALITY, v. 44, No. 1, Page. 59-75
Abstract
To address the potential ambivalent effects of customer value creation behavior (CVCB) in a service setting, we developed a theoretical model identifying separate psychological mechanisms that account for both positive and negative effects of CVCB on customer outcomes, such as customer value and customer well-being. Participants comprised 103 business customer-supplier dyads. The results show that CVCB enhanced customer outcomes through the intermediate mechanism of customer self-determination, but hindered customer outcomes by generating customer role stress. In addition, the results indicate that relationship quality moderates the effect of CVCB on customer self-determination and role stress, thus channeling its effect in either a positive or a negative direction. The results offer insight into the mixed findings on customer behavior in the service literature.
URI
https://www.ingentaconnect.com/content/sbp/sbp/2016/00000044/00000001/art00006%3bjsessionid=199li8qpw51ac.x-ic-live-03http://repository.hanyang.ac.kr/handle/20.500.11754/102126
ISSN
0301-2212; 1179-6391
DOI
10.2224/sbp.2016.44.1.59
Appears in Collections:
COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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