Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive, Procedural, and Interactional Justice¹

Abstract

This article attempts to extend prior research by testing the effects of justice components (distributive, procedural, and interactional) on customer satisfaction beyond the expectancy disconfirmation paradigm. To this end, two separate field survey studies were conducted. A total of 568 customers were surveyed in 38 hotels and 40 restaurants. The results showed that distributive justice was critical in predicting customer satisfaction, while the influence of procedural and interactional justice was secondary. Justice concepts were also robust against the simultaneous inclusion of disconfirmation and performance in the satisfaction equation. The article concludes with theoretical and managerial implications, as well as opportunities for future research.

An Empirical Study of Consumer Perceptions and Comprehension of Web Site Privacy Policies

“…They discuss three types of justice relevant to consumer privacy-distributive, procedural, and interactional. Distributive justice refers to the perceived fairness of the overall outcome of a transaction from the consumer's perspective; procedural justice refers to the fairness of the procedures and how those procedures are enacted; and interactional justice refers to the fairness of interpersonal treatment that an individual receives from another over the course of a transaction or relationship [12], [32]. In this paper, we are primarily concerned with interactional justice; we seek to demonstrate new approaches that support consumers' expectations of fairness, rather than the overall outcome or procedures involved in a transaction.…”

Avaliação de justiça e intenção de turnover em equipes de vendas: teste de um modelo teórico

“…O conceito de justiça está diretamente relacionado com o paradigma da desconfirmação de expectativas, que supõe uma transformação consciente da informação na qual os indivíduos comparam as suas expectativas com os resultados obtidos -quer sejam de produtos, serviços ou transações -gerando sentenças de satisfação e insatisfação (MARTINEZ-TUR e outros, 2006;OLIVER, 1993). Santos e Fernandes (2008) afirmam que a teoria de justiça foi criada com base nos estudos sobre a transação social e que contribui de maneira decisiva na resolução de conflitos.…”

“…O desenvolvimento de boas relações (KASHYAP e outros, 2007) entre vendedores e seus gestores é fundamental para o sucesso das organizações de vendas (MAERTZ JUNIOR e outros, 2007). A percepção de justiça varia segundo expectativas que são comparadas com os resultados obtidos e construídas durante esse processo (MARTINEZ-TUR e outros, 2006). A volatilidade dessas variáveis não permite o estabelecimento de consensos prima facie, que são impregnados de forte característica relacional e multidimensional (BRASHEAR e outros, 2003;KASHYAP e outros, 2007).…”

Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters

“…When these expectations are met (i.e., people perceive high interactional justice), they develop positive cognitive, affective, and behavioral reactions toward the source of justice (Cohen-Charash and Spector, 2001). Using this fairness theory perspective (Folger and Cropanzano, 2001) as applied to service research (Martinez-Tur, Peiro, Ramos and Moliner, 2006) we argue that the interactional justice perceptions of users of a web-based customer support service increase their continuance and positive word of mouth intentions.…”