دانلود رایگان مقاله لاتین عدالت ابتکاری و مشتری از سایت الزویر
عنوان فارسی مقاله:
تاثیر عدالت ابتکاری توسط مشتری در رفتارهای مشتری گرا
عنوان انگلیسی مقاله:
The effect of customer-initiated justice on customer-oriented behaviors
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Theory
2.1. Multifoci justice Justice theory has its origins in Adams' equity theory (1963). Adams (1963) argues that perceived inequity regarding distribution of tangible outcomes (i.e., distributive justice) induces negative emotional reactions among employees, including dissatisfaction. He also suggests that employees' justice perceptions extend to other factors beyond distributive fairness. Thus, prior research identifies four types of justice: distributive justice, procedural justice, interpersonal justice, and informational justice (Colquitt, 2001). Recently, the literature has adopted a multifoci approach to the study of justice. In addition to considering different forms of justice, scholars are increasingly considering the role of distinct justice agents (Liao & Rupp, 2005). The agent refers to the individual or entity that is the source of justice (Rupp, Shao, Jones, & Liao, 2014). Indeed, employees potentially have multiple foci or sources of justice in the workplace. Employees could have different perceptions of justice originating from the organization, supervisors, coworkers, and so on (Rupp et al., 2014). Rupp and Spencer (2006) elaborate the multifoci justice model, suggesting that justice also comes from individuals outside the institution, like customers. They argue that “just as supervisor-initiated justice predicts supervisor-directed outcomes, so too will customer-initiated justice predict customer-directed outcomes” (Rupp & Spencer, 2006, pp. 971–972). The manner in which the customer treats the FLE will affect the working relationship between the FLE and customer (Rupp & Spencer, 2006). Likewise, the adequacy of the information offered by the customer to the FLE can ultimately affect the service provided to the customer (Rupp et al., 2008). In using the terminology customer interactional justice, Spencer and Rupp (2009) describe both interpersonal and informational forms of interactional justice. In frontline contexts, customer interpersonal injustice may include discourteous communication and impolite behavior (Spencer & Rupp, 2009). For instance, Gelbrich (2010) argues that in service failure contexts customers engage in confrontative coping, an aggressive, interpersonal customer behavior that has important (negative) implications for FLE customer justice perceptions. In contrast, customer informational injustice may include the withholding of important information from FLEs, making it difficult for them to satisfy customer needs (Spencer & Rupp, 2009). Research has generally focused on these types of negative behaviors and the way in which they can affect FLE attitudes and behaviors including sabotage (Wang et al., 2011) and employee negative word-of-mouth (Harris, 2013). However, research to date has not examined the mechanisms through which customer interpersonal and informational justice influence FLE positive behaviors toward customers.
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کلمات کلیدی:
the effect of customer-initiated justice on customer-oriented behaviors connection.ebscohost.com/.../effect-customer-initiated-justice-customer-oriented-beha... An abstract of the article "The Effect of Customer-Initiated Justice on Consumer-Oriented Behaviors" by Jin Ho Hung, Tom J. Brown and Alex R. Zablah is ... The effect of customer-initiated justice on customer ... - DeepDyve https://www.deepdyve.com/.../the-effect-of-customer-initiated-justice-on-customer-ori... Read "The effect of customer-initiated justice on customer-oriented behaviors, Journal of Business Research" on DeepDyve, the largest online rental service for ... Satisfaction: A Behavioral Perspective on the Consumer https://books.google.com/books?isbn=1317460227 Richard L. Oliver - 2014 - Business & Economics E.g., Gengler and Leszczyc, “Using Customer Satisfaction Research for ... Blodgett, Hill, and Tax, “Effects of Distributive, Procedural, and Interactional Justice on ... Customer-Initiated Contacts with Manufacturers”; Cho, Im, and Hiltz, “Impact of ... Diversity, Conflict, and Leadership - Page 82 - Google Books Result https://books.google.com/books?isbn=1412847915 M. Afzalur Rahim - 2012 - Business & Economics justice perceptions in American consumers. ... The findings suggest that voice (i.e., a manager gives the customer a chance to air their ... The authors also found a main effect of service recovery initiation whereby customers (regardless of their ... Show you care: initiating co-creation in service recovery search.proquest.com/openview/5b8a6b730b10a0966074064718afd42a/1?pq...cbl... by Y Xu - 2014 - Cited by 18 - Related articles Customers perceive higher level of justice in an employee-initiated co-recovery situation ... Initiation of co-recovery has a greater impact on perceived justice and ... Managing Customer-Initiated Contacts with Manufacturers: The Impact ... journals.ama.org/doi/abs/10.1509/jmkr.38.3.281.18863 by D Bowman - 2001 - Cited by 462 - Related articles Douglas Bowman, Das Narayandas (2001) Managing Customer-Initiated ... (2016) Correlates of justice encounter in service recovery and word-of-mouth ...
