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

By V. Martínez‐Tur, José María Peiró, J. Ramos, C. Moliner. 2006

212 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/13342723823d35d7e5019366819e8eb73b0b97bf

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In Marketing

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

An investigation of the role of justice in turnover intentions, job satisfaction, and organizational citizenship behavior in hospitality industry. (2010, background): “Distributive justice refers to the perceived fairness of the outcomes, procedural justice refers to the perceived fairness of the means used to determine those outcomes (Folger andKonovsky, 1989; Cropanzano andGreenberg, 1997), and interactional justice refers to the fairness of interpersonal treatm”
A paradigm for examining second-order factor models employing structural equation modeling (2009, background): “Social exchange theory (Adams, 1965) provides the foundation for assessments of justice and fairness, and perceptions of justice are critical predictors of customer satisfaction (Martinez-Tur et al., 2006).”
Internet Users' Information Privacy-Protective Responses: A Taxonomy and a Nomological Model (2008, background): “Similarly, customer satisfaction is largely influenced by how customers evaluate the justice of procedures and outcomes associated with the purchase of products and services (Martinez-Tur et al. 2006).”
Satisfaction with service recovery: Perceived justice and emotional responses (2009, methodology): “On the one hand, Clemmer and Schneider (1996), Martinez-Tur et al. (2006) and Maxham and Netemeyer (2002) show the relative importance of the dimensions of perceived justice on customer satisfaction.”
The Role of Push-Pull Technology in Privacy Calculus: The Case of Location-Based Services (2009, background): “research in justice theories has shown that individuals define fairness not only by considering the outcomes received from an exchange relationship, but also in terms of procedures used to arrive at the outcome and how these procedures are enacted [50].”
Examining the integrated influence of fairness and quality on learners’ satisfaction and Web‐based learning continuance intention (2007, background): “Continuance intention The subjective probability that the learner will continue using Web-based learning Mathieson (1991); Bhattacherjee (2001) 3”