Abstract
This research investigates the effect of distributive justice, procedural justice and interactional justice on satisfaction, value, trust and affect. Furthermore, this study argues whether this variables influences behavioral intentions in a B2B setting. To test these relationships, the present study uses data from 198 members of purchasing committee in medical laboratory. Structural equations modeling using PLS was performed to empirically test the relationship between the constructions this study. The results of the structural equation analysis reveal that all of these hypotheses are supported. Following a discussion of the results, research limitations and directions for future research are offered.
Highlights
The concepts and principles of justice, as an evaluative judgment about the appropriateness of a person’s treatment by others have stemmed from the attempt of social scientists (Adams, 1965; Blau, 1964)
This study developed and empirically tested a conceptual framework that addresses the nature of justice components experienced by individuals in purchase experiences and to investigate interrelationships among perceived justice, affect, trust, Fig. 3: Research model in T-value situation value, satisfaction and behavioral intentions in a B2B setting
Most previous research focused on the service failure context, this research attempted to understand the impact of customer justice perception on satisfaction, trust, affect, value and intent within the B2B setting
Summary
The concepts and principles of justice, as an evaluative judgment about the appropriateness of a person’s treatment by others have stemmed from the attempt of social scientists (Adams, 1965; Blau, 1964). Recent research has examined the effects of customer justice perception on satisfaction with service recovery, affect, organization commitment, trust; purchase intention, consumption experience and word-of-mouth communication (Yi and Gong, 2008; Aurier and Siadou-Martin, 2007; Homburg and Fürst, 2005; Tax et al, 1998; Blodgett et al, 1997). Interactional justice refers to the extent to which customers are treated fairly in their interactions with organization employees (Yi and Gong, 2008; Voorhees and Brady, 2005; Tax et al, 1998)
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