6533b7d5fe1ef96bd12647bc

RESEARCH PRODUCT

Relationships among perceived justice, customers' satisfaction, and behavioral intentions: the moderating role of gender.

José RamosVicente Martínez-turJosé M. PeiróEsther García-buades

subject

AdultMalemedia_common.quotation_subject050109 social psychologyPerceived justiceSocial EnvironmentEconomic JusticeSex FactorsSex factorsSocial JusticePerception0502 economics and businessHumans0501 psychology and cognitive sciencesDistributive justiceGeneral Psychologymedia_commonMotivation05 social sciencesSocial environmentConsumer BehaviorSocial justiceSpainInteractional justice050211 marketingFemalePsychologySocial psychology

description

This article tested the gender differences in the relationships between perceptions of justice, customers' satisfaction, and behavioral intentions. The sample consisted of 334 subjects (205 men and 129 women) surveyed in 38 hotels located in Spain. A questionnaire was used to measure distributive, procedural, and interactional justice as well as customers' responses of satisfaction and intentions. Analysis showed that the correlation between scores for distributive justice and customers' satisfaction as well as that between distributive justice and intentions were greater for men than for women. In contrast, the sex differences in the links of procedural and interactional justice to satisfaction and intentions were not significant.

yearjournalcountryeditionlanguage
2001-08-18Psychological reports
10.2466/pr0.2001.88.3.805https://pubmed.ncbi.nlm.nih.gov/11508023