An investigation on the effects of justice on customer’s trust in insurance firms

Aziziha, Hosseinali; Ghorbanifard, Behnam; Mousavi, Seyed Shahab; Tabatabaee, Seyed Alireza Hosseini; Faraji, Ashkan; Mirkamali, Elham

doi:10.5267/j.msl.2013.12.014

Cited by 3 publications

(1 citation statement)

References 6 publications

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“…Therefore, the perception of justice should be strengthened to maintain the changing relationship with the customer. This finding of the study also overlaps with Aziziha et al (2014), Chapuis (2012), Gokmenoglu and Amir (2021), Kau and Loh' (2006) research, which reveals that trust emerges depending on justice.…”

Section: Discussionsupporting

confidence: 64%

A roadmap focused on customer citizenship behavior for fast-food restaurants during COVID-19

Akgunduz,

Nisari,

Sungur

2023

IHR

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PurposeThis study proposes a model that influences customer citizenship behavior during COVID-19, and empirically tests the effects of fast-food restaurant customers' perceptions of justice (price and procedural justice) on trust; trust on satisfaction and loyalty; and trust, satisfaction and loyalty on customer citizenship behavior. Furthermore, it was questioned whether there was a disparity between customer expectations based on the restaurant's image and consumption experience.Design/methodology/approachThe data were gathered from customers of fast-food restaurants in the shopping centers in Turkey. The data set, which included 437 valid questionnaires, was subjected to CFA for validity and reliability, SEM analysis for hypothesis and paired sample t-Tests for the research questions.FindingsThe findings of the study indicate that perceived justice affects customer trust, which, consequently, affects customer loyalty and satisfaction during the COVID-19 period. Findings also demonstrate that, while customer loyalty and trust increase customer citizenship behavior, customer satisfaction alone is insufficient to increase customer citizenship behavior. The study also shows that during the COVID-19 period, fast-food restaurants should have raised awareness of employees’ fair behaviors toward the customers and provided additional services to differentiate themselves in the market. Also, it indicates that customer expectations related to price, cleanliness and professional appearance of staff are not met after taking service.Originality/valueNo research has been found in the literature focusing on the expectations, justice, trust, satisfaction, loyalty and citizenship behaviors of fast-food restaurant customers in the COVID-19 pandemic process. Therefore, the results can fill the gap in relevant literature by testing the relationships between justice, trust, satisfaction, loyalty and citizenship during the pandemic and provide inferences for fast-food business owners.

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