Linking Customer Justice Perception, Customer Support Perception, and Customer Citizenship Behavior to Corporate Reputation: Evidence from the Airline Industry

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dc.authoridCintamür, İsmail Gökhan/0000-0002-9371-0188
dc.authorwosidCintamür, İsmail Gökhan/X-9395-2019
dc.contributor.authorCintamur, Ismail Gokhan
dc.date.accessioned2024-07-18T20:57:00Z
dc.date.available2024-07-18T20:57:00Z
dc.date.issued2023
dc.departmentİstanbul Bilgi Üniversitesien_US
dc.description.abstractBy applying the equity theory, organizational support theory, signaling theory, and the social exchange theory to the customer context, this study intends to investigate the antecedents and consequences of service customers' corporate reputation evaluation by examining the direct and indirect relationships between customers' corporate reputation evaluation, customer justice perception, customer support perception, and customer citizenship behavior. Self-administered online surveys were conducted by implementing snowball sampling among real airline customers in Turkey, and 741 valid surveys were collected. Direct and indirect relationships between the research variables were tested via structural equation modeling and bootstrapping methods. Results showed that distributive justice perception, interactional justice perception, and customer support perception positively affect customers' corporate reputation evaluation, whereas customers' corporate reputation evaluation positively affects customer citizenship behavior as well. Furthermore, it was found that customers' corporate reputation evaluation has a mediation role in the relationships between distributive justice perception, interactional justice perception, customer support perception, and customer citizenship behavior.en_US
dc.description.sponsorshipIstanbul Bilgi Universityen_US
dc.description.sponsorshipThe author would like to thank Istanbul Bilgi University for its support in terms of proofreading the article.en_US
dc.identifier.doi10.1057/s41299-022-00141-z
dc.identifier.endpage132en_US
dc.identifier.issn1363-3589
dc.identifier.issn1479-1889
dc.identifier.issue2en_US
dc.identifier.scopus2-s2.0-85127606163en_US
dc.identifier.scopusqualityQ2en_US
dc.identifier.startpage111en_US
dc.identifier.urihttps://doi.org/10.1057/s41299-022-00141-z
dc.identifier.urihttps://hdl.handle.net/11411/8943
dc.identifier.volume26en_US
dc.identifier.wosWOS:000780298700001en_US
dc.identifier.wosqualityN/Aen_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherPalgrave Macmillan Ltden_US
dc.relation.ispartofCorporate Reputation Reviewen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectCustomer Justice Perceptionen_US
dc.subjectCustomer Support Perceptionen_US
dc.subjectCorporate Reputationen_US
dc.subjectCustomer Citizenship Behavioren_US
dc.subjectEquity Theoryen_US
dc.subjectOrganizational Support Theoryen_US
dc.subjectSignaling Theoryen_US
dc.subjectSocial Exchange Theoryen_US
dc.subjectPerceived Organizational Supporten_US
dc.subjectSocial-Exchange Theoryen_US
dc.subjectCo-Creation Behavioren_US
dc.subjectScale Developmenten_US
dc.subjectModerating Roleen_US
dc.subjectSatisfactionen_US
dc.subjectPerformanceen_US
dc.subjectImpacten_US
dc.subjectPersonalityen_US
dc.subjectValidityen_US
dc.titleLinking Customer Justice Perception, Customer Support Perception, and Customer Citizenship Behavior to Corporate Reputation: Evidence from the Airline Industry
dc.typeArticle

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