Search results for "Interactional justice"
showing 7 items of 7 documents
Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive, Procedural, and Interactional Justice1
2006
This article attempts to extend prior research by testing the effects of justice components (distributive, procedural, and interactional) on customer satisfaction beyond the expectancy disconfirmation paradigm. To this end, two separate field survey studies were conducted. A total of 568 customers were surveyed in 38 hotels and 40 restaurants. The results showed that distributive justice was critical in predicting customer satisfaction, while the influence of procedural and interactional justice was secondary. Justice concepts were also robust against the simultaneous inclusion of disconfirmation and performance in the satisfaction equation. The article concludes with theoretical and manage…
Relationships among perceived justice, customers' satisfaction, and behavioral intentions: the moderating role of gender.
2001
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 satisf…
Engaging Reciprocity from the Complainant Customer in the Digital Age
2019
International audience
Linking Organizational Justice to Burnout: Are Men and Women Different?
2005
This study tested the links from organizational justice with burnout and the moderating role of sex in these relationships. A total of 279 contact employees (149 men and 130 women) were surveyed in 59 hotels. A questionnaire was used to measure distributive, procedural, and interactional justice as well as employees' burnout (exhaustion, cynicism, and efficacy). Hierarchical regression models, calculated to test the hypothesized effects, indicated the predominance of procedural justice over distributive and interpersonal with regard to the direct relationships between organizational justice and burnout. Analysis also showed that links from interactional justice with exhaustion and cynicism…
Organizational justice, sickness absence and employee age
2013
Purpose – The aim of this paper is to study age-related differences in how perceptions of two forms of organizational justice, i.e. procedural and interactional justice, are related to short (i.e. non-certified) spells and long (i.e. medically certified) spells of sickness absence. Design/methodology/approach – The authors conducted a study on a large sample of Finnish public sector employees (n=37,324), in which they matched employees' 2004 survey data with their records-based sick absences in 2005 and 2006. Findings – The results suggest that age moderates the association between perceptions of procedural justice and long sickness absences after controlling for gender, tenure, occupationa…
The Moderating Role of Performance in the Link From Interactional Justice Climate to Mutual Trust Between Managers and Team Members.
2016
The main goal of this study was to examine the interaction between team members’ performance and interactional justice climate in predicting mutual trust between managers and team members. A total of 93 small centers devoted to the attention of people with intellectual disability participated in the study. In each center, the manager ( N = 93) and a group of team members ( N = 746) were surveyed. On average, team members were 36.2 years old ( SD = 9.3), whereas managers were 41.2 years old ( SD = 8.8). The interaction between interactional justice climate and performance was statistically significant. Team members’ performance strengthened the link from interactional justice climate to mut…
Relationships Between Organizational Justice and Burnout at the Work-Unit Level.
2005
Relationships between organizational justice and well-being are traditionally investigated at the individual level. This article extends previous efforts by testing such relationships at the work-unit level. Three corridors of influence were examined. First, the level (work units’ average scores) of justice is related to the level of burnout. Second, justice climate strength (level of agreement among work-unit members) moderates the predictability of the level of burnout. Third, justice strength is related to burnout strength. The authors interviewed 324 contact employees from 108 work units in 59 service organizations. Findings showed the predominance of interactional justice over distribu…