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Titolo:
THE EFFECTS OF DISTRIBUTIVE, PROCEDURAL, AND INTERACTIONAL JUSTICE ONPOSTCOMPLAINT BEHAVIOR
Autore:
BLODGETT JG; HILL DJ; TAX SS;
Indirizzi:
UNIV MISSISSIPPI,SCH BUSINESS ADM,DEPT MANAGEMENT & MARKETING UNIVERSITY MS 38677 BRADLEY UNIV,FOSTER COLL BUSINESS ADM,DEPT MARKETING PEORIA IL 61625 UNIV VICTORIA,SCH BUSINESS VICTORIA BC V8W 3P1 CANADA
Titolo Testata:
Journal of retailing
fascicolo: 2, volume: 73, anno: 1997,
pagine: 185 - 210
SICI:
0022-4359(1997)73:2<185:TEODPA>2.0.ZU;2-B
Fonte:
ISI
Lingua:
ENG
Soggetto:
WORD-OF-MOUTH; SERVICE ENCOUNTER; CONSUMER; SATISFACTION; RESPONSES; PERCEPTIONS; PERSPECTIVE; INTENTIONS; DECISIONS; JUDGMENTS;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Physical, Chemical & Earth Sciences
Citazioni:
60
Recensione:
Indirizzi per estratti:
Citazione:
J.G. Blodgett et al., "THE EFFECTS OF DISTRIBUTIVE, PROCEDURAL, AND INTERACTIONAL JUSTICE ONPOSTCOMPLAINT BEHAVIOR", J RETAILING, 73(2), 1997, pp. 185-210

Abstract

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 thenwatched 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.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 20/09/20 alle ore 04:37:09