The impact of perceived justice on consumers' emotional responses to service complaint experiences

Journal of Services Marketing

Volumn 19, Issue 5, 2005, Pages 261-270

  Schoefer, Klaus ^a   Ennew, Christine ^a  

^a UNIVERSITY OF NOTTINGHAM   (United Kingdom)

Author keywords

Justice; Perception; Service failures; Service improvements; Tourism

Indexed keywords

EID: 24344452086     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040510609880     Document Type: Article

References (55)

1. Abele, A.E. and Gendolla, G.H.E. (1999), “Satisfaction judgments in positive and negative moods: effects of concurrent assimilation and contrast-producing processes”, Personality and Social Psychology Bulletin, Vol. 25 No. 7, pp. 883-895.
2. Adams, J.S. (1965), “Inequity in social exchange”, in Ed. Berkowitz, L. (Ed.), Advances in Experimental Social Psychology, No. 2, Academic Press, New York, NY, pp. 267-297.
3. Advertising Association (2004), UK Marketing Pocket Book – 2004, WARC, Henley-on-Thames.
4. Andreassen, T.W. (1999), “What drives customer loyalty with complaint resolution?”, Journal of Service Research, Vol. 1 No. 4, pp. 324-332.
5. Austin, W. and Walster, E. (1974), “Reactions to confirmations and disconfirmations of expectancies of equity and inequity”, Journal of Personality and Social Psychology, Vol. 30, pp. 208-216.
6. Bagozzi, R.P., Gopinath, M. and Nyer, P.U. (1999), “The role of emotions in marketing”, Journal of the Academy of Marketing Science, Vol. 27 No. 2, pp. 184-206.
7. Blodgett, J.G., Hill, D.J. and Tax, S.S. (1997), “The effects of distributive justice, procedural justice, and interactional justice on post-complaint behavior”, Journal of Retailing, Vol. 73 No. 2, pp. 185-210.
8. Cohen, R.L. (1982), “Perceiving justice: an attributional perspective”, in Ed. Greenberg, J. and Ed. Cohen, R.L. (Eds), Equity and Justice in Social Behavior, Academic Press, New York, NY, pp. 119-160.
9. Daly, J.P. and Geyer, P.D. (1995), “Procedural fairness and organisational commitment under conditions of growth and decline”, Social Justice Research, Vol. 8 No. 2, pp. 137-151.
10. Dubé-Rioux, L. (1990), “The power of affective reports in predicting satisfaction judgments”, in Ed. Goldberg, M.E., Ed. Gorn, G. and Ed. Pollay, R.W. (Eds), Advances in Consumer Research, No. 17, Association for Consumer Research, Ann Arbor, MI, pp. 571-576.
11. Dubé-Rioux, L. and Menon, K. (1998), “Why would certain types of in-process negative emotions increase post-purchase consumer satisfaction with services?”, in Ed. Swartz, T., Ed. Bowden, D. and Ed. Brown, S. (Eds), Advances in Services Marketing and Management, No. 7, JAI Press, Cincinnati, OH, pp. 131-158.
12. Folkman, S. and Lazarus, R.L. (1985), “If it changes, it must be a process: study of emotion and coping during three stages of college examination”, Journal of Personality and Social Psychology, Vol. 48, January, pp. 150-170.
13. Fornell, C. and Wernerfelt, B. (1987), “Defensive marketing strategy by customer complaint management: a theoretical analysis”, Journal of Marketing Research, Vol. 24, November, pp. 337-346.
14. Gardner, M.P. (1985), “Mood states and consumer behavior: a critical review”, Journal of Consumer Research, Vol. 12 No. 3, pp. 281-300.
15. Gilliland, S.W. (1994), “Effects of procedural and distributive justice on reactions to a selection system”, Journal of Applied Psychology, Vol. 79 No. 5, pp. 691-701.
16. Hair, A., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, Prentice-Hall, London.
17. Hirschman, E.C. and Stern, B. (1999), “The roles of emotions in consumer research”, in Ed. Arnould, E.J. and Ed. Scott, L.M. (Eds), Advances in Consumer Research, No. 26, Association for Consumer Research, Montreal, pp. 4-11.
18. Hui, M.K. and Au, K. (2001), “Justice perceptions of complaint handling: a cross-cultural comparison between PRC and Canadian customers”, Journal of Business Research, Vol. 52 No. 2, pp. 161-173.
19. Hui, M.K. and Tse, D.K. (1996), “What to tell consumers in waits of different lengths: an integral model of service evaluation”, Journal of Marketing, Vol. 60 No. 2, pp. 81-90.
20. Isen, A.M. (1987), “Positive affect, cognitive processes, and social behavior”, Advances in Experimental Social Psychology, Vol. 20, pp. 203-253.
21. Jayanti, R. (1996), “Affective responses towards service providers: implications for service encounter satisfaction”, Health Marketing Quarterly, Vol. 14 No. 1, pp. 49-65.
22. Kelley, S.W., Hoffman, K.D. and Davis, M.A. (1993), “A typology of retail failures and recoveries”, Journal of Retailing, Vol. 69 No. 4, pp. 429-452.
23. Lazarus, R.S. (1991), Emotion and Adaptation, Oxford University Press, New York, NY.
24. Mano, H. (1991), “The structure and intensity of emotional experiences: method and context convergence”, Multivariate Behavioral Research, Vol. 26 No. 3, pp. 389-411.
25. Matilla, A. and Wirtz, J. (2000), “The role of preconsumption affect in post-purchase evaluation of services”, Psychology & Marketing, Vol. 17 No. 7, pp. 587-605.
26. Maxham, J.G. III and Netemeyer, R.G. (2002), “Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent”, Journal of Retailing, Vol. 78 No. 4, pp. 239-252.
27. Mehrabian, A. and Russell, J.A. (1974), “A verbal measure of information rate for studies in environmental psychology”, Environment and Behavior, Vol. 6 No. 2, pp. 233-252.
28. Mikula, G., Scherer, K.R. and Athenstaedt, U. (1998), “The role of injustice in the elicitation of differential emotional reactions”, Personality and Social Psychology Bulletin, Vol. 24 No. 7, pp. 769-783.
29. Mintel (2003), UK Outbound 2003, Mintel Group, London.
30. Nel, D., Athron, T., Pitt, L.F. and Ewing, M.T. (2000), “Customer evaluations of service complaint experiences in the public sector”, Journal of Public Policy & Marketing, Vol. 7 No. 3, pp. 67-84.
31. Nyer, P.U. (1997), “A study of the relationships between cognitive appraisals and consumption emotions”, Journal of the Academy of Marketing Science, Vol. 25 No. 4, pp. 296-304.
32. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, Singapore.
33. Shiv, B. and Fedorikhin, A. (1999), “Heart and mind in conflict: the interplay of affect and cognition in consumer decision making”, Journal of Consumer Research, Vol. 26, December, pp. 278-292.
34. Smith, A.K. and Bolton, R.N. (2002), “The effects of customers, emotional responses to service failures on their recovery effort evaluations and satisfaction judgments”, Journal of the Academy of Marketing Science, Vol. 30 No. 1, pp. 5-23.
35. Sparks, B.A. and McColl-Kennedy, J.R. (2001), “Justice strategy options for increased customer satisfaction in a service recovery setting”, Journal of Business Research, Vol. 54 No. 3, pp. 209-218.
36. Sprecher, S. (1986), “The relation between inequity and emotions in close relationships”, Social Psychology Quarterly, Vol. 49, pp. 309-321.
37. Stauss, B. and Seidel, W. (1998), Beschwerdemanagement: Fehler vermeiden – Leistung verbessern – Kunden binden, Carl Hanser Verlag, Munich.
38. TARP (1986), Consumer Complaint Handling in America: An Updated Study, White House Office of Consumer Affairs, Washington, DC.
39. Tax, S.S. and Brown, S.W. (2000), “Service recovery, research insights and practices”, in Ed. Swartz, T.A. and Ed. Iacobucci, D. (Eds), Handbook of Services Marketing and Management, Sage Publications, Thousand Oaks, CA, pp. 271-285.
40. Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), “Customer evaluations of service complaint experiences: implications for relationship marketing”, Journal of Marketing, Vol. 62, April, pp. 60-76.
41. Watson, D., Clark, L.A. and Tellegen, A. (1988), “Development and validation of brief measures of positive and negative affect: the PANAS scales”, Journal of Personality and Social Psychology, Vol. 54, June, pp. 1063-1070.
42. Weiss, H.M., Suckow, K. and Cropanzano, R. (1999), “Effects of justice conditions on discrete emotions”, Journal of Applied Psychology, Vol. 84 No. 5, pp. 786-794.
43. Westbrook, R.A. (1987), “Product/consumption-based affective responses and post-purchase processes”, Journal of Marketing Research, Vol. 24, August, pp. 258-270.
44. Westbrook, R.A. and Oliver, R.L. (1991), “The dimensionality of consumption emotion patterns and consumer satisfaction”, Journal of Consumer Research, Vol. 18, June, pp. 84-91.
45. William, S. (1999), “The effects of distributive and procedural justice on performance”, Journal of Psychology Interdisciplinary and Applied, Vol. 133 No. 2, pp. 183-194.
46. Yates, F.J. (1990), Judgment and Decision Making, Prentice-Hall, Englewood Cliffs, NJ.
47. Frijda, N. (1986), The Emotions, Cambridge University Press, New York, NY.
48. Hoffman, K.D. and Kelley, S.W. (2000), “Perceived justice needs and recovery evaluation: a contingency approach”, European Journal of Marketing, Vol. 24 Nos 3/4, pp. 418-432.
49. Liljander, V. and Strandvik, R. (1997), “Emotions in service satisfaction”, International Journal of Service Industry Management, Vol. 8 No. 2, pp. 148-169.
50. Maute, F.F. and Dubé, L. (1999), “Patterns of emotional responses and behavioural consequences of dissatisfaction”, Applied Psychology: An International Review, Vol. 48 No. 3, pp. 349-366.
51. Ortony, A., Clore, G.L. and Collins, A. (1988), The Cognitive Structure of Emotions, Cambridge University Press, New York, NY.
52. Roseman, I.J. (1984), “Cognitive determinants of emotion: a structural theory”, in Ed. Shaver, P. (Ed.), Review of Personality and Social Psychology: Emotions, Relationships, and Health, Sage, Beverly Hills, CA, pp. 11-36.
53. Smith, A.K. and Bolton, R.N. (1998), “An experimental investigation of customer reactions to service failure and recovery encounters: paradox or peril?”, Journal of Service Research, Vol. 1, August, pp. 65-81.
54. Smith, C.A. and Ellsworth, P.C. (1985), “Patterns of cognitive appraisal in emotion”, Journal of Personality and Social Psychology, Vol. 48 No. 4, pp. 813-838.
55. William, S. (1999), “The effects of distributive and procedural justice on performance”, Journal of Psychology: Interdisciplinary and Applied, Vol. 133 No. 2, pp. 183-194.