Reviewing and analyzing the impacts of perceived justice on customers’ behavioral intentions and perceived service quality

پژوهش نامه مدیریت تحول

Article 2, Volume 5, Spring & summer 2013 - Serial Number 9, September 2013, Pages 1-27   

Document Type: Articles

DOI: 10.22067/pmt.v5i9.28868

Authors

Abbas Ali Hajikarimi^* ; Mohammad Reza Hamidizade; Tayebe Mansoori

Abstract

Current research examines the impact of perceived justice (including distributive justice, procedural justice and interactional justice) on perceived service quality and customer behavioral intentions (including word of mouth, trust and revisit intention).Statistical sample comprises 120 customers of Iran Insurance Company in Shiraz holding automobile insurance and have record of visiting the company to receive compensation. We have used correlation coefficient and linear regression analysis (by means of SPSS) to evaluate results of conceptual model. The results indicate that procedural justice and distributive justice can affect perceived quality. Since distributive justice and procedural justice have significant effects on trust, word of mouth (WOM), and revisit intention through perceived quality, perceived quality was found to be an important mediating variable. The effect of procedural justice on customer perceived quality was stronger than that of distributive justice. In addition, the mediate role of trust between perceived service quality and WOM/revisit intention is substantial.

Keywords

Distributive justice; Procedural justice; Interactional justice; Perceived service quality; Revisit intentions

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