An Investigation of Perceived Justices and Customer Satisfaction

Abstract

Service research including justice has ignored the full range of service outcomes possible and has only been conducted when a service failure has occurred. This study allows for a full spectrum of service outcomes including service success, service failure, and service recovery. This study used the survey method to collect data to measure the relationship of justice constructs (i.e., interactional, distributive, and procedural justice) to overall justice and customer satisfaction. The researcher used a convenience sample-survey method. Graduate students in a service class collected 50 useable questionnaires for the pilot study. The researcher and two graduate students collected 302 useable questionnaires in an airport for the main study. Path analysis results showed that interactional, distributive, and procedural justice, all had direct effects and a significant positive relationship to overall justice and customer satisfaction, and overall justice had a direct and significant positive relationship to customer satisfaction.

Citation

Severt, D.E. (2006), "An Investigation of Perceived Justices and Customer Satisfaction", Chen, J.S. (Ed.) Advances in Hospitality and Leisure (Advances in Hospitality and Leisure, Vol. 2), Emerald Group Publishing Limited, Leeds, pp. 275-290. https://doi.org/10.1016/S1745-3542(05)02015-1