Psychological contract violation

Abstract

Purpose This study aims to investigate the relationships between consumers’ perceived justice and their behavioral intentions and explores the effects of psychological contract violation on the relationships. Design/methodology/approach This study conducts sampling through the survey to consumers after restaurant dining. This study collected data from 400 respondents and analyzed the data with the structural equation modeling. Findings The results indicate that consumers who experience higher level of distribution justice and procedure justice are more likely to have behavioral intentions. This study also reveals that psychological contract violation is a partial mediator of the above relationships. Consumers will feel less psychological contract violation when they perceive more distribution justice and procedure justice and will not significantly affect them more likely to repurchase intention. Originality/value During restaurant service, if consumers feel distribution or procedure injustice, they are more likely to engage in negative word-of-mouth. However, the lack of significant and positive effect of interaction justice on negative word-of-mouth in this study can be because of other intervening variables, such as intensity. Furthermore, in terms of customer’s repurchase intention, the results indicate significant and positive effects for all three types of justice on repurchase intention.

Teleconsultation management in healthcare during the COVID-19 pandemic: The impact of Perceived Justice on satisfaction and Word-Of-Mouth

“…Out of four measured dimensions of Perceived Justice, two of them, Distributive and Informational Justice had a significant impact on WOM, and two others, Interpersonal and Procedural, did not have assumed effect. Previous studies analysed the correlation between Perceived Justice and WOM, especially in the hospitality and tourism domain (Cai and Qu, 2018; Chih et al, 2017; Ortiz et al, 2017). However, Setyawati (2019) found the opposite results, that is no effect of Distributive Justice on WOM, but a significant impact for Interactional and Procedural Justice.…”

Organizational justice research: A review, synthesis, and research agenda

“…Treating employees with justice will make managers appear to be better people and leaders (Byrne et al, 2012). In contrast, neglecting employees' perceptions of justice can have devastating consequences for managers and organizations in terms of reputation, recruitment, sales, fines, strikes, and loss of working morale (Chih et al, 2017; Rupp, 2011).…”

When Big Data Backfires: The Impact of a Perceived Privacy Breach by Pharmaceutical E-Retailers on Customer Boycott Intention in China

“…According to the theory of psychological contract violation, when a pharmaceutical e-retailer infringes upon its privacy policy, the customer perceives that the e-retailer has broken the psychological contract. Furthermore, a psychological contract breach may be triggered by customers' perception that pharmaceutical e-retailers have reneged on their promise regarding their privacy policies [46], which leads to customers feeling emotionally betrayed, disrespected, and exploited [40] and consequently culminates in emotional violation. Thus, we put forward the following hypothesis: Hypothesis 2 (H2).…”