Abstract
Extends existing research on consumers’ satisfaction and postpurchase behavioral intentions by applying the constructs of justice to retail settings. Data were collected through questionnaire surveys of undergraduates enrolled in a university in Singapore. Of the respondents, 94 per cent were Chinese. Results of structural equation modelling analyses suggest that three dimensions of justice – distributive justice, procedural justice, and interactional justice – are positively and significantly related to customers’ satisfaction with retailers. Contrary to expectations, no significant relationship was found between distributive justice and repatronage intentions. In turn, customers with greater retail satisfaction are more likely to repatronize the retailer and less likely to engage in negative word‐of‐mouth behavior. Distributive justice was found to be the most important predictor of retail satisfaction, while procedural justice could best predict repatronage intentions. Implications of the results and directions for future research are discussed.
Published Version
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