The effects of distributive, procedural, and interactional justice on postcomplaint behavior
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
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DOI：
10.1016/s0022-4359(97)90003-8
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发表时间：
1997-06-01
影响因子：
10
通讯作者：
Tax, SS
中科院分区：
文献类型：
--
作者：
Blodgett, JG;Hill, DJ;Tax, SS
本研究考察了分配公平、互动公平和程序公平对投诉者回访和负面口碑意图的影响。为了验证这些假设，进行了一项实验；创建了12个不同的场景，每个场景都描述了客户将产品退回零售店的情况。在不同的场景中，客户被允许更换产品，或者被给予新产品的部分折扣，或者被礼貌和尊重地对待，或者被粗鲁地对待并能够迅速处理问题，或者被要求第二天回到商店。受试者被要求阅读12种情景中的一种，并想象这种情况发生在他们身上，然后他们被要求想象他们会有什么感觉，以及他们随后会做什么。为了让场景更生动，受试者随后观看了一盘描述同一事件的录像带。在三个维度中，互动正义对投诉人的回访和负面口碑意图的影响最大。
This study examines the effects of distributive, interactional, and procedural justice on complainants' repatronage and negative word-of-mouth intentions. In order to lest the hypotheses an experiment was conducted; twelve different scenarios were created, each describing a situation in which a customer was returning a product to a retail store. In the various scenarios, the customer was allowed to exchange the product or was given a partial discount on a new product, was treated either with courtesy and respect or was treated rudely and was able to take care of the problem promptly or was asked to come back to the store the next day. Subjects were asked to read one of the twelve scenarios and to imagine that this situation happened to them, they were then asked to imagine how they would have felt and what they subsequently would have done. In order to make the scenarios more vivid, subjects then watched a videotape depicting the same event. Of the three dimensions, interactional justice had the largest impact on complainants' repatronage and negative word-of-mouth intentions.