The effect of social support and affective commitment on customer's citizenship behavior and customer turnover intention

Document Type : Research Paper

Authors

1 Associate Professor, Faculty of Management and Accounting, Shahid Beheshti University

2 Ph.D Student, Faculty of Management and Accounting, Shahid Beheshti University

Abstract

Customer participation in service delivery processes gives companies a feedback and helps them provide better services. Such a participatory behavior leads to a competitive advantage for companies. The present study aims to investigate social support and affective commitment in customer citizenship behavior and its effect on customer turnover intention. The research is a descriptive-survey study in which a questionnaire was used to collect the data. The research population was the customers of fitness centers in Tehran in the spring and summer of 2017. A samples size of 384 clients was used for the study. The SPSS and SmartPLS software programs were used to analyze the data. The results indicated that social support and affective commitment have positive and significant effects on customer citizenship behavior with the coefficients of 0.4, 0.15 and 0.61. Furthermore, customer citizenship behavior has a significant and reverse effect on the turnover intention of customers with the coefficient of 0.28. The results also showed that supportive sources differently affect the customer satisfaction in terms of social supports. Customers who had perceived less time pressure were more eager for citizenship behavior.

Keywords

References

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Journal of Business Administration Researches
Volume 11, Issue 22
February 2020
Pages 129-148

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