A social exchange perspective: The mediating effect of customers' perceived overall justice and affect in the relationship between employee performance and customer satisfaction

Si Hyun Kim, University of Texas at El Paso

Abstract

Drawing from social exchange theory (Blau, 1964) and affective event theory (Weiss & Cropanzano, 1996), this paper provides insight into how customers' perceived overall justice and customers' affect mediate the relationship between employee performance and customer satisfaction. The primary research question of the study was how employees' performance (task performance and organizational citizenship behaviors) indirectly influences customers' satisfaction. In addition, this study examined the moderating effect of types of exchange in the relationship between employee performance and customers' perceived overall justice. 151 dyadic surveys were collected from both customers and stylists in 5 beauty/hair salons. As expected, customers' positive affect mediated the relationship between organizational citizenship behavior and customer satisfaction. Also, social and economic exchange moderated the relationship between customers' perceived overall justice and customer satisfaction. Implications for theory and practice are discussed.^

Subject Area

Business Administration, Management

Recommended Citation

Kim, Si Hyun, "A social exchange perspective: The mediating effect of customers' perceived overall justice and affect in the relationship between employee performance and customer satisfaction" (2014). ETD Collection for University of Texas, El Paso. AAI3623427.
http://digitalcommons.utep.edu/dissertations/AAI3623427

Share

COinS