The impact of perceived justice on behavioral intentions of Cantonese Yum Cha consumers: The mediation role of psychological contract violation

Chen, Haiming; Li, Xi; Chiu, Tao‐Sheng; Chen, Fang

doi:10.1016/j.jhtm.2021.09.009

Cited by 13 publications

(8 citation statements)

References 63 publications

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“…With the improvement of subordinates’ cognition on distributive justice, the negative impact of transactional psychological contract to organizational identification will weaken, while the positive impact of relational psychological contract to organizational identification will not change significantly. Many studies had focused on the causal relationship between psychological contract and cognition on fairness, but the findings are inconsistent, with some suggesting that cognition on fairness formed stable psychological contract ( Huffman et al, 2022 ) and others suggesting that psychological contract breach had a negative predictive relationship with cognition on fairness ( Chen et al, 2021 ). This study showed that under the transactional psychological contract, the purpose of work was only to achieve personal short-term goals, employees attach importance to the current benefits.…”

Section: Discussionmentioning

confidence: 99%

Differences in the moderating role of supervisors’ and subordinates’ cognition on distributive justice in the relationship between psychological contract and organizational identification

Shen

2022

Front. Psychol.

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IntroductionIn the process of social exchange between employees and organizations, psychological contract, organizational identification, and cognition on distributive justice are closely related and have a common psychological basis, that is, the reciprocity of exchange. The question of how a sense of fairness can affect employees’ psychology and behavior has attracted the attention of scholars and managers.MethodsThe predictive role of psychological contract on organizational identification and the moderating role of supervisors’ and subordinates’ cognition on distributive justice in it were investigated. A paired sample of 133 supervisors and 437 direct reports collected from private service-based SMEs was analyzed through structural equation modeling.Results(1) relational psychological contract had a positive predictive effect on organizational identification and transactional psychological contract had a negative predictive effect on organizational identification; (2) subordinates’ cognition on distributive justice played a moderating role in the prediction of psychological contract to organizational identification, and supervisor’s cognition on distributive justice on subordinate’s psychological contract and organizational identification did not reach a significant level.DiscussionThis indicates that there was a significant difference between supervisors’ and subordinates’ cognition on distributive justice.

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Section: Discussionmentioning

confidence: 99%

Differences in the moderating role of supervisors’ and subordinates’ cognition on distributive justice in the relationship between psychological contract and organizational identification

Shen

2022

Front. Psychol.

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“…NWOM is probed more by second-order emotions after transgression, which manifest from basic emotions. The second-order emotions of anxiety, vengeance, frustration, irritation, regret, disappointment, guilt, embarrassment, discontent, dislike, and betrayal independently cause the customer to spread NWOM (Amatulli et al, 2020(Amatulli et al, , 2021Burhanudin et al, 2021;Chen, Li, et al, 2021;Chen, Mohanty, et al, 2021;Harrison-Walker, 2019a;Harrison-Walker, 2019b;Lopez, 2021;Nazifi et al, 2020;Nyer, 1997;Richins, 1984;Romani et al, 2012;Sweeney et al, 2005;Tan et al, 2021). Contemporary studies have also explored emotions like schadenfreude and its impact on NWOM (Ruppel & Einwiller, 2021).…”

Section: Affective Drivers Of Nwom/newommentioning

confidence: 99%

“…Researchers have explored varied discrete emotions and their impact on NWOM. According to the Plutchik wheel of emotion (Plutchik, 2001), the primary emotion/first‐order emotion of anger directly/indirectly causes customers to express NWOM strongly (Bahri Ammari et al, 2022; Chen, Li, et al, 2021; Chen, Mohanty, et al, 2021; Harrison‐Walker, 2019a; Harrison‐Walker, 2019b; Kähr et al, 2016; Mattila & Ro, 2008; Nazifi et al, 2020; Sánchez‐García & Currás‐Pérez, 2011; Wen‐Hai et al, 2018; Wetzer et al, 2007; Zeelenberg & Pieters, 2004). NWOM is probed more by second‐order emotions after transgression, which manifest from basic emotions.…”

Section: Dimensions Of Nwom and Newommentioning

confidence: 99%

“…Research has identified the various cognitive motivators of NWOM as trust, attitude, cognitive appraisal, and evaluation (Cheng et al, 2006; Goles et al, 2009; Luo & Chea, 2018). Further, customers' perceptions are a prominent cognitive driver; the perception of unfairness, betrayal, injustice, equity, service quality, and price drive NWOM/ NeWOM (Chen, Li, et al, 2021; Chen, Mohanty, et al, 2021; Christ‐Brendemühl & Schaarschmidt, 2022; Gabrielli et al, 2021; Lee, Chen, et al, 2021; Lee, Jeong, & Shea, 2021; Schoefer & Diamantopoulos, 2008). The cognitive evaluation of a product's effectiveness, helpfulness, functionality, necessity and practicality during an online shopping experience are more significant motivators of NWOM than affective drivers (Barari et al, 2020).…”

Section: Dimensions Of Nwom and Newommentioning

confidence: 99%

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Four decades of negative word‐of‐mouth and negative electronic word‐of‐mouth: A morphological analysis

Kalro

2023

Int J Consumer Studies

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Customers voice their negative brand experiences to their family and friends in the form of negative word‐of‐mouth (NWOM). Web 2.0 enables the sharing of NWOM in electronic format on various social media sites, online customer review forums, and blogs, which is known as negative electronic word‐of‐mouth (NeWOM). Researchers need to study the spread of NWOM/NeWOM to prevent adverse consequences for companies and suggest an optimal response for its redressal. Existing literature review studies have focused on word‐of‐mouth (WOM) and electronic WOM (eWOM) and have considered both positive and negative WOM and eWOM concurrently. Past literature reviews have captured the breadth of the WOM domain, ignoring the depth. This research article contains a review of 282 journal papers capturing the depth of the extant literature by focusing solely on ‘negative’ WOM and eWOM (NWOM and NeWOM), and presents a broad view of the NWOM and NeWOM domains using morphological analysis (MA). This will help to conceptualize and categorize the existing state‐of‐the‐art literature into broad dimensions and identify future research opportunities. The MA framework helps to bifurcate this literature into the following four dimensions: (i) nomenclature of NWOM and NeWOM, (ii) antecedents of NWOM/NeWOM, (iii) impacts of NWOM/NeWOM, and (iv) prevention and recovery response to NeWOM. Further dissection of these four dimensions leads to 15 sub‐dimensions and 217 variants. Combinations of the 217 variants enable the identification of 550 novel future research opportunities in the area of NWOM and NeWOM.

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“…Moreover, another study on the behavioral intentions of customers of the Cantonese Yum Cha service found that interaction and procedural justice had a significant impact on negative word-of-mouth in the event of service failure severity. In addition, perceived righteousness has been found to produce psychological contract violations on consumer behavioral intentions through the mediation of emotions [ 37 , 38 ]. In addition, Diana’s study [ 39 ] of healthcare organizations, which surveyed over 400 patients in the US and Spain, found that patient perceptions of justice had a significant impact on organizational satisfaction and trust in services.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors Influencing the Reputation of Assistive Technology Resources Center: An Example from Yunlin County, Taiwan

Chang

Huang

2022

Healthcare

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By the end of 2020, a total of 34 multifunctional Assistive Technology Resources Centers (ATR centers) were set up in 22 counties and cities in Taiwan. This study examines the perceptions of the users and their caregivers of the government-established ATR centers in Taiwan and examines the impact on the reputation of the public institution. The research framework and hypotheses were developed by examining the factors of “service convenience”, “center-related factors”, “justice”, and “perceived value” and using “perceived value” as a mediating variable. The data were collected through a questionnaire survey, and the structural equation model was used to test the model and verify the hypotheses. Research data was collected in various townships in Yunlin County A total of 320 questionnaires were collected. Of these respondents, 22% were aged 51–60. All the research hypotheses were positively and significantly verified. Of these, justice was the most important factor affecting the value of the ATR center’s services compared to convenience and center-related factors. Of convenience, service value and justice, service value was the most important factor affecting the perceived reputation of the public institution. According to the findings of this study, it is beyond expectation that the convenience of ATR is not the main factor influencing the service value, but rather the perceived justice is the most important factor. Therefore, ATR should be prioritized from the perspective of the service recipient, especially the perceived justice of the service, in order to best enhance the value of the service and improve the reputation of the public institution.

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The impact of perceived justice on behavioral intentions of Cantonese Yum Cha consumers: The mediation role of psychological contract violation

Cited by 13 publications

References 63 publications

Differences in the moderating role of supervisors’ and subordinates’ cognition on distributive justice in the relationship between psychological contract and organizational identification

Differences in the moderating role of supervisors’ and subordinates’ cognition on distributive justice in the relationship between psychological contract and organizational identification

Four decades of negative word‐of‐mouth and negative electronic word‐of‐mouth: A morphological analysis

Factors Influencing the Reputation of Assistive Technology Resources Center: An Example from Yunlin County, Taiwan

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