RELATIONSHIP BETWEEN DISTRIBUTIVE JUSTICE, PROCEDURAL JUSTICE, AND SATISFACTION AFTER SERVICE RECOVERY

被引：0

作者：

Abu Bakar, Siti Zakiah ^{[1
]}

机构：

[1] Univ Utara Malaysia, Coll Business, Sch Technol Management & Logist, Sintok, Kedah, Malaysia

来源：

2ND CONFERENCE ON TECHNOLOGY AND OPERATIONS MANAGEMENT (2NDCTOM): EMERGING ISSUES IN TECHNOLOGY AND OPERATIONS MANAGEMENT IN ERA OF CHANGE | 2018年

关键词：

Service failure; distributive justice; procedural justice; satisfaction; service failure; CUSTOMER SATISFACTION; PERCEIVED JUSTICE; PERCEPTIONS; FAILURES; LOYALTY; IMPACT;

D O I：

暂无

中图分类号：

C93 [管理学]; O22 [运筹学];

学科分类号：

070105 ; 12 ; 1201 ; 1202 ; 120202 ;

摘要：

This study reflects the relationships between perceived justice which consists of distributive justice and procedural justice, and satisfaction after a service failure. Satisfied customers will translate to ongoing business due to repeat purchase. The platform of the study is e-service. The factors that could alter customers' sentiments after failure were identified. These factors will be an important element for service providers to include in designing the recovery process policy. The factors namely distributive justice, procedural justice, and satisfaction were tested. The respondents are customers of e-services and their reaction after an e-service failure and recovery were recorded. Data from a mid-western university in the United States was collected and analyzed. Multiples regression test was carried check the hypotheses. There was a significant interaction effect with distributive justice and procedural justice in predicting satisfaction after service failure.

引用

页码：324 / 333

页数：10

共 50 条

[1] A meta-analysis of the relationship between procedural justice and distributive justice: Implications for justice research
Hauenstein N.M.A.
McGonigle T.
Flinder S.W.
Employee Responsibilities and Rights Journal, 2001, 13 (1) : 39 - 56
[2] DELAY OF GRATIFICATION AS A MODERATOR OF THE PROCEDURAL JUSTICE - DISTRIBUTIVE JUSTICE RELATIONSHIP
JOY, VL
WITT, LA
GROUP & ORGANIZATION MANAGEMENT, 1992, 17 (03) : 297 - 308
[3] THE EFFECT OF ORGANIZATIONAL COMMITMENT ON THE RELATIONSHIP BETWEEN PROCEDURAL AND DISTRIBUTIVE JUSTICE
ORPEN, C
JOURNAL OF SOCIAL PSYCHOLOGY, 1994, 134 (01): : 135 - 136
[4] THE RELATION BETWEEN PROCEDURAL AND DISTRIBUTIVE JUSTICE
WALKER, L
LIND, EA
THIBAUT, J
VIRGINIA LAW REVIEW, 1979, 65 (08) : 1401 - 1420
[5] Distributive Justice Improves Job Satisfaction and Procedural Justice Increases Organizational Commitment
Astuti, Sih Darmi
Ingsih, Kusni
QUALITY-ACCESS TO SUCCESS, 2019, 20 (169): : 93 - 98
[6] Justice perceptions as predictors of customer satisfaction:: The impact of distributive, procedural, and interactional justice
Martínez-Tur, V
Peiró, JM
Ramos, J
Moliner, C
JOURNAL OF APPLIED SOCIAL PSYCHOLOGY, 2006, 36 (01) : 100 - 119
[7] The impact of distributive and procedural justice on social service workers
Lambert E.G.
Cluse-Tolar T.
Pasupuleti S.
Hall D.E.
Jenkins M.
Social Justice Research, 2005, 18 (4) : 411 - 427
[8] Untangling procedural and distributive justice - Their relative effects on gainsharing satisfaction
Welbourne, TM
GROUP & ORGANIZATION MANAGEMENT, 1998, 23 (04) : 325 - 346
[9] Understanding Employee Job Satisfaction: The Importance of Procedural and Distributive Justice
Stephen P. Schappe
Journal of Business and Psychology, 1998, 12 : 493 - 503
[10] Understanding employee job satisfaction: The importance of procedural and distributive justice
Schappe, SP
JOURNAL OF BUSINESS AND PSYCHOLOGY, 1998, 12 (04) : 493 - 503

← 1 2 3 4 5 →