Customer perceptions of justice in service transactions: the effects of strong and weak ties

This research used a justice perspective to investigate the effects of outcome favorability, opportunity for voice, and interpersonal treatment in a service context. Results suggest that all three variables influenced customer reactions to bank loan decisions. Weak-tie customers were more sensitive to outcome favorability than strong-tie customers. Strong-tie customers were more sensitive to opportunity for voice than weak-tie customers. Implications for improving customer reactions to service transactions are discussed. Copyright (C) 2001 John Wiley & Sons, Ltd.