Abstract
This study examines the combined effect of organizational justice facets on store- level customer extra-role service behavior, and subsequently on customer satisfaction. Hypotheses were tested on a sample of 1,951 employees in 121 business units from four countries, and on 55,731 customers of an international retailer. Results of polynomial regression and response surface analysis revealed, as expected, that a distributive justice (DJ) climate has a stronger positive influence on customer service performance when interpersonal and informational justice are low. However, we found that combined effects were non-linear, as complex curvilinear relationships were moderator-dependent. Findings suggest that too much justice is not always better. Moreover, the study reveals that the most influential facet in customer service behavior is informational justice, when combined. Subsequently, customer satisfaction was higher in stores with higher customer service behaviors.
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