The impact of perceived justice on satisfaction and behavioral intentions in service encounters - a comparison and validation study

被引：12

作者：

Carrillo, Irma Magana ^{[1
]}

Svensson, Goeran ^{[2
]}

Otero Neira, Maria del Carmen ^{[3
]}

机构：

[1] Univ Colima, Fac Tourism, Colima, Mexico

[2] Kristiania Univ Coll, Oslo, Norway

[3] Vigo Univ, Fac Econ & Business, Dept Business Adm & Mkt, Vigo, Spain

来源：

INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES | 2019年 / 11卷 / 03期

关键词：

Mexico; Service encounter; Perceived justice; Service satisfaction; Behavioral intention; CUSTOMER SATISFACTION; ORGANIZATIONAL JUSTICE; RECOVERY; FAILURE; EMOTIONS; COMPENSATION; QUALITY; METAANALYSIS; PERCEPTIONS; STRATEGIES;

D O I：

10.1108/IJQSS-12-2017-0115

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

Purpose The purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention. Design/methodology/approach This paper is based on a questionnaire survey with service receivers in the Mexican telecom industry. Findings There are significant relationships between international/distributive justice and service satisfaction, as well as between service satisfaction and behavioral intention. Originality/value This paper provides additional empirical substantiations to existing theory and previous studies.

引用

页码：378 / 394

页数：17

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