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Making the Customer-Brand Relationship Sustainable: The Different Effects of Psychological Contract Breach Types on Customer Citizenship Behaviours

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Listed:
  • Hongyan LIU

    (School of Management, Jinan University, Guangzhou 510632, China)

  • Jinglan Yang

    (School of Management, Jinan University, Guangzhou 510632, China)

  • Xiaoxi Chen

    (School of Management, Jinan University, Guangzhou 510632, China)

Abstract

Customer citizenship behaviours are important for a sustainable customer-brand relationship, yet little is known about the effect of psychological contract breach on citizenship behaviours. From the perspective of psychological contract theory, this research examined the impact of psychological contract breaches on customer citizenship behaviours through the mediating mechanism of psychological contract violation in the customer-brand relationship. Experiments were used to assess the effect of two types of psychological contract breaches on customer citizenship behaviours. The results show that the negative effect of a relational contract breach differs between the dimensions of citizenship behaviours. A relational contract breach has direct and indirect negative effects on recommendation behaviours and helping behaviours, but it does not affect voice behaviours. A transactional contract breach directly and negatively influences recommendation behaviours, but it has no effect on voice behaviours. A transactional contract breach indirectly increases helping behaviours through psychological contract violation. Psychological contract violation partially mediates the effect of a transactional contract breach on customer recommendation behaviours and fully mediates the effect of a relational contract breach on helping behaviours. These findings generate managerial implications for firms aiming to maintain sustainable customer-brand relationships.

Suggested Citation

  • Hongyan LIU & Jinglan Yang & Xiaoxi Chen, 2020. "Making the Customer-Brand Relationship Sustainable: The Different Effects of Psychological Contract Breach Types on Customer Citizenship Behaviours," Sustainability, MDPI, vol. 12(2), pages 1-15, January.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:2:p:630-:d:308886
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    References listed on IDEAS

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    Cited by:

    1. Xia Cao & Dan Lv & Zeyu Xing, 2020. "Innovative Resources, Promotion Focus and Responsible Innovation: The Moderating Roles of Adaptive Governance," Sustainability, MDPI, vol. 12(7), pages 1-19, April.
    2. Cuneyd Ikbal SARIOGLU, 2020. "Customer Citizenship Behavior: Scale Development And Validation," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 57-72, May.
    3. Rong Liu & Jiawei Yang & Jifei Wu, 2022. "When Big Data Backfires: The Impact of a Perceived Privacy Breach by Pharmaceutical E-Retailers on Customer Boycott Intention in China," IJERPH, MDPI, vol. 19(8), pages 1-13, April.
    4. Mobin Fatma & Imran Khan, 2023. "Impact of CSR on Customer Citizenship Behavior: Mediating the Role of Customer Engagement," Sustainability, MDPI, vol. 15(7), pages 1-11, March.
    5. Xinhua Zhao & Hui An, 2023. "Research on the Mechanism of Heterogeneous Corporate Environmental Responsibility in Z-Generation Consumers’ Sustainable Purchase Intention," Sustainability, MDPI, vol. 15(13), pages 1-19, June.

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