Perceptions Of Interactional Justice Research Articles

Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory

Word-of-mouth has been recognized as a dominant factor in shaping consumer behavior. However, what drives consumers to post their positive and negative purchasing experiences in the online environment remains an important but largely neglected issue. Building on the theory of planned behavior, the justice theory and the social psychology literature, this study aims to investigate the antecedents of consumers’ intention to engage in eWOM communication. Specifically, we separate negative and positive eWOM into two distinct concepts since the motivations underlying consumers’ decisions to post positive and negative eWOM are likely to be different. Through an experience survey, respondents were required to reflect on recent positive or negative shopping experiences. The findings reveal that intentions to engage in positive and negative eWOM communication are associated with different antecedents. Consumers who intend to post positive eWOM appear to be more driven by underlying attitudinal factors, whereas those who consider posting negative eWOM are more driven by social pressure. In addition, consumers’ feelings of satisfaction are largely driven by their perception of distributive justice for negative shopping experiences. In contrast, satisfaction is significantly influenced by the perceptions of interactional and procedural justice for positive shopping experiences. Our results provide insights and implications for scholars and managers.

Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality

Abstract Recovery strategies are critical to service providers in their efforts to maintain satisfied and loyal customers. While the existing research shows that recovery satisfaction is a function of customer perception of distributive, procedural and interactional justice, the present study considers an important contextual factor - customer-perceived quality of the service provider in the evaluation of justice dimensions and satisfaction. To test the hypotheses proposed, a survey was carried out in the mobile services context. The findings reveal that customer-perceived quality affects the evaluation of justice dimensions and its outcomes. The findings reveal that while distributive justice enhances recovery satisfaction for low perceived quality services, the procedural justice resulted in greater satisfaction in high perceived quality services. Thus, by understanding the role of customer-perceived quality, service managers can deliver effective recovery strategies thereby enhancing satisfaction and loyalty.

Racial awareness: effects on justice perceptions and trust in management in the USA

Purpose – The purpose of this paper is to investigate the effects of the socio-demographic diversity characteristic, racioethnicity, vs the deeper-level socially constructed attribute, awareness of racial privilege (which the authors termed “racial awareness”), on perceptions of organizational justice and on trust in management (TM) (trust) in a US context. The authors predicted that racial awareness would have a greater effect on perceptions of interactional and procedural justice and on trust than would participant racioethnicity. Second, the authors predicted that justice perceptions would influence trust. Finally the authors predicted that justice perceptions would mediate between racial awareness and TM. Design/methodology/approach – The authors surveyed Black, Hispanic and Native American professionals in one industry in the USA. The authors employed regression and bootstrap analyses to test the hypotheses. Findings – Racial awareness influenced justice ratings and TM. Justice perceptions influenced employee trust. Interactional and procedural justice had indirect effects on the relationship between racial awareness and trust, supporting the hypotheses. Research limitations/implications – Respondents were primarily African-American, so additional research to assess attitudes of other groups is needed. Respondents belonged to a minority networking group which provided the sample. It is possible that their membership sensitized the respondents to racial issues. Practical implications – The finding suggest that managers can positively influence US minority employees’ trust regardless of the employees’ racial awareness by treating them with dignity and respect and by ensuring fairness in the application of organizational policies and procedures. Originality/value – This study examined the impact of US minority employee racial awareness on justice perceptions and TM, important variables in the employer-employee relationship. Findings indicated that racial awareness was a better predictor of employee attitudes than was racioethnicity.

Exploring the relationship between organizational citizenship behavior and organizational justice in the Islamic Saudi Arabian context

Purpose– Cross-cultural studies suggest that while organizational citizenship behavior (OCB) and organizational justice have received considerable attention in Anglo-Saxon contexts, the same cannot be claimed in non-Western, Arab Middle Eastern contexts. The purpose of this paper is to attend to this knowledge gap by exploring OCB in the context of the Kingdom of Saudi Arabia and its relationship with organizational justice.Design/methodology/approach– In cognizance of the extant literature, the study explores the perceptions of Saudi Arabian managers of the five conceptually different dimensions of citizenship behaviour – conscientiousness, sportsmanship, civic virtue, courtesy, and altruism. It also explores their perceptions of distributive justice, procedural justice, and interactional justice. In addition, the current study investigates the relationship between organizational justice and OCB. Using the survey questionnaire method, data was collected from more than 250 Saudi managers at different levels of the managerial hierarchy and working in a wide range of organizations and industries.Findings– The results indicate that Saudi Arabian managers reported exhibiting OCB at work. They also suggest the salience of various forms of organizational justice in Saudi Arabian organizations as motivated by Arab cultural values and Islamic teachings. In regards to the relationship between the two constructs, our results indicate that interactional justice is most frequently associated with various dimensions of OCB for various reasons, including the emphasis that Islam and Islamic teachings give to demonstrating respect and courtesy in dealings with others.Originality/value– The literature on OCB and organizational justice is thin in the Arab world. With that in mind, the current study is the first to explore OCB in Saudi Arabia. It is also the first to investigate the relationship between citizenship behavior and justice in Saudi organizations. The findings of this study highlight the need for academics and human resource experts to account for the role of socio-cultural factors and Islam when examining these constructs in the Arab world. The implications of the findings for academics and practitioners are discussed.

Organizational justice as a predictor of organizational silence

In this study, relation between teachers’ perception for organizational justice and their organizational silence was examined. Sample of this study consists of 300 teachers who work at elementary schools in Siirt. Relational Scanning model was utilized in performance of this study. In this study, Organizational Justice Scale and Organizational Silence Scales were benefited from. For confirmative factor analyses and structural equity model of these scales, Statistical Package for the Social Sciences (SPSS) and Analysis of Moment Structures (AMOS) package sofwares were utilized. Results of the research showed that teachers’ distributive, procedural and interactional justice perceptions have negative relation with acquiescent silence and defensive silence, while having positive relation with prosocial silence. Regression analyse results confirms the thought that organizational justice is a significant variable that predicts teachers’ organizational silence. Results of developed structural equity model showed that organizational justice has a negative and significant impact on organizational silence. Key words: Organizational justice, organizational silence, teacher, structural equity model.

Improving performance and reducing cost in buyer–supplier relationships: The role of justice in curtailing opportunism

Building on social exchange theory, we study the role of justice perceptions in curtailing opportunism and, in turn, improving performance and reducing governance cost in buyer–supplier relationships. Our analysis of 225 dyads in the Chinese home appliance industry indicates that distributive justice is negatively linked to strong form opportunism, whereas procedural justice and interactional justice perceptions are negatively related to weak form opportunism. Additionally, while relationship performance is equally reduced by both forms of opportunism, governance cost increases significantly more with strong form opportunism. We conclude that preserving the formal structure of the exchange through distributive justice and the informal mechanisms of interaction through procedural justice and interactional justice is important in enhancing performance and reducing cost. We caution that we view the role of organizational justice as complementary to economic forces such as contractual and managerial governance.

Service Recovery Activities and Customer Satisfaction: Mediating Role of Justice Dimensions: A Case Study of China

Customer satisfaction and its contribution to service quality improvement, especially through effective service recovery programs, are not new to researchers. Several studies have identified the impact of service recovery activities on customer post-recovery satisfaction mostly in Western countries, and very few have examined how Asian consumers react to service recovery efforts, especial in China. It implicates that the impact of a hotel’s service recovery strategies is derived from three justice dimensions. Customer perception of overall distributive justice is influenced by apology, while providing cognitive control (i.e., keeping customers informed) affects procedural justice. Finally, the manner in which service personnel treat a customer (politeness, respect, and courtesy) during the recovery process affects perceptions of interactional justice. Finally, all three forms of justice (distributive, procedural, and interactional) positively impact overall service recovery satisfaction.

Understanding internal, external, and relational attributions for abusive supervision

Summary Despite abundant research on the consequences of perceived abusive supervision, less is known about how employees develop perceptions of supervisory abuse. Across two studies, we integrate classic and recent theoretical work on attributions to understand the causal explanations underlying employee perceptions of and reactions to abusive supervision. In the first study, we develop measures of internal, external, and relational attributions for perceived supervisor abuse. In the second study, we demonstrate that internal and external attributions are indirectly related to aggressive and citizenship behaviors through employees’ perceptions of interactional justice. Theoretical and practical implications are also discussed. Copyright © 2014 John Wiley & Sons, Ltd.

Organizational justice and employee engagement

Purpose– The purpose of this paper is to explore whether perceptions of distributive, procedural and interactional justice are related to employee engagement, as an extension of the antecedents-consequences model of Saks (2006), and to examine the possibility of inter-relationships between these three dimensions of justice.Design/methodology/approach– A survey of 210 employees of public sector banks in India covered measures of job and organization engagement (OE) proposed by Saks (2006) and the scale on distributive, procedural and interactional justice developed by Niehoff and Moorman (1993). The relationships between justice perceptions and engagement were analysed using correlations and hierarchical regression analysis.Findings– Results show that distributive, procedural and interactional are inter-related with each other. Further, distributive and interactional justice take precedence over procedural justice in determining job engagement, while distributive justice plays the most important role in determining OE, followed by procedural and interactional justice.Practical implications– By highlighting the inter-relationships among the three dimensions of justice, this study offers useful insights into the underlying processes through which job and OE can be improved through these inter-relationships. Findings also highlight the application of concepts like relative deprivation in Indian public sector banks to increase the engagement levels of their employees.Originality/value– This paper adds to the very small number of studies that have investigated the role of interactional justice in enhancing job and OEs. It has also established inter-relationships between the three dimensions of organizational justice and their individual roles in determining job and OEs.

Linking Interactional Justice to Work-to-Family Conflict: The Mediating Role of Emotional Exhaustion

This study examined the effect of interactional justice on work-to-family conflict and whether emotional exhaustion was a mediator of this relationship. Field survey data were obtained from 141 employees from various organizations and occupations. The findings suggest that perceptions of interactional justice are related to work-to-family conflict and, as predicted, emotional exhaustion mediated the relationship between interactional justice and work-to-family conflict. Theoretical and practical implications are discussed.

Organizational justice: what changes, what remains the same?

Purpose– This study aims to examine workers' distributive and interactional justice perceptions at three different moments in time over a period of eight years, assess their degree of stability and identify their most stable antecedents and outcomes.Design/methodology/approach– Data was collected through an overlapping repeated cross-sectional design. Of the participants involved, 334 were surveyed in 2000, 259 participated in 2004, and 285 participated in 2008.Findings– Distributive justice is more stable than interactional justice. Organizational support is the most stable predictor of distributive justice, and the quality of supervisor practices is the most stable predictor of interactional justice. Contrary to expected, interactional justice has a stronger relationship to workers' attitudes directed both at the organization and supervisor, and at the immediate work context.Originality/value– This study adopts a long-term perspective covering an eight-year period. Furthermore, it focuses on two dimensions of justice that have been less studied over time.

Bridging corporate social responsibility and compassion at work

Purpose– This study aims to examine how employees' perceptions of organizational actions, such as corporate social responsibility (CSR), affect their compassionate acts in organizations through employee perceptions of organizational justice and affective organizational commitment.Design/methodology/approach– The employees from 87 firms in South Korea were surveyed using a self-administered instrument for data collection. Out of 400 questionnaires, a total of 253 usable questionnaires were obtained after list-wise deletion, for a 63.3 percent response rate. The firms belong to a variety of industries (banking and financial services, manufacturing, hospitals, education, etc.).Findings– The results indicate that employees' perceptions of CSR positively relate to compassion at work through organizational justice perceptions (i.e. perceptions of distributive justice, procedural justice, and interactional justice), and affective organizational commitment, in a sequential manner, in addition to their direct effects on compassion at work.Originality/value– This study sheds new light on both the compassion and the CSR literature due to its attempt to bridge the macro concept of CSR with micro research in compassion. This is, apparently, one of the first pieces of research in the management literature to specifically address compassion as a consequence of employees' CSR perception.

The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth

Purpose – This research aims to examine the consequences of customer justice perception and the role of customer affection in the context of service failure and recovery. Design/methodology/approach – Survey data were analyzed using confirmatory factor analysis and structural equation modeling. Findings – The authors' findings indicate that procedural and interactional justice perceptions significantly influence customer affection, with distributive justice perception being significant only if the failure severity is high. The present research also provides evidence for the links between customer affection and loyalty, and customer affection and word-of-mouth respectively, indicating that strengthening the emotional tie between customers and companies is crucial after service failure and recovery. Research limitations/implications – The present research makes a significant contribution by demonstrating the relationship between customer affection and other key constructs such as justice perception, customer loyalty, and word-of-mouth intention. Practical implications – Customers' distributive justice perception has a significant impact on customer affection especially in a severe service failure situation. Therefore, managers may need to provide monetary compensation for service recovery in a timely manner along with apologies to enhance customer affection when customers experience a high-magnitude service failure. On the other hand, in the case of a low-magnitude service recovery, providing apologies and prompt response to service failures may be enough to win customers back. Originality/value – The current findings highlight the importance of customer affection in service recovery. The effect of customers' distributive justice perception on customer affection, which is moderated by service failure severity, is also highlighted.

Employees' service recovery efforts as a function of perceptions of interactional justice in individualistic vs. collectivistic cultures

The present investigation studies service employees’ service recovery efforts across Eastern (highly collectivistic) and Western (highly individualistic) societies. We explore the moderating effect of individualism vs. collectivism cultural orientation on the relationship between employees’ and managers’ perceptions of interactional justice and their evaluations of service recovery efforts. We hypothesised that employees’ perceptions of interactional justice will positively correlate with employees’ service recovery efforts and this relation will be stronger in collectivistic cultures than in individualistic cultures. We also hypothesised that managers’ interactional justice will positively relate to their perceptions of employees’ service recovery efforts and that this relation will be stronger in individualistic cultures. Surveys were collected from 32,234 staff and mangers, across 34 countries working in 130 organisations. Using cross-level analysis we found that the relationship between managers’ perceptions of interactional justice and perceptions of service recovery significantly varies across the 34 nations. Research hypotheses were fully supported.

Differing Reactions to Abusive Male Supervisors between Chinese Male and Female Employees

To explore a reason why abusive supervision continues to occur in business and is even considered as normal behaviors, this study examined whether differences exist in employees' perceptional (interactional justice) and behavioral (task performance) responses to abusive supervision between men and women from a gender role perspective. Using the snowball sampling method to collect dyadic data from managers and employees, the study results from 569 valid samples showed that gender significantly moderated the relationships among abusive supervision, interactional justice perception, and task performance. Furthermore, the effects of these relationships were stronger for female employees than for male employees. Based on these results, academic and practical suggestions are provided to reduce the negative impact of abusive supervision from a gender role perspective.

Justice or Just between Us? Empirical Evidence of the Trade-off between Procedural and Interactional Justice in Workplace Dispute Resolution

In this article, the authors examine the relationship between an employer's implementation of a typical dispute resolution system (DRS) and organizational justice, perceived compliance with the law, and organizational commitment. They draw on unique data from a single, geographically expansive, U.S. firm with more than 100,000 employees in more than 1,000 locations. Holding all time-constant, location-level variables in place, they find that the introduction of a DRS is associated with elevated perceptions of interactional justice but diminished perceptions of procedural justice. They also find no discernible effect on organizational commitment, but a significant boost to perceived legal compliance by the company. The authors draw on these findings to offer a “differential-effects” model for conceptualizing the relationship among organizational justice, perceived legal compliance, and the implementation of dispute resolution mechanisms.

Testing Leader–Member Exchange Theory as a Lens to Understand Students’ Classroom Justice Perceptions and Antisocial Communication

The purpose of this study was to test whether leader–member exchange theory (LMX) offers an explanatory lens for the program of classroom justice research. To that end, relationships among justice, LMX, and antisocial communication were explored. Findings indicated that perceptions of justice and LMX were positively related. Likewise, perceptions of interactional and procedural justice negatively predicted indirect interpersonal aggression, hostility, and revenge. Similarly, LMX perceptions were negatively related to students’ hostility and revenge and mediated the relationships between students’ perceptions of distributive justice and these outcomes. LMX also moderated the relationships between students’ perceptions of classroom justice and indirect interpersonal aggression and deception. Implications, limitations, and future research are discussed.

Organizational justice and innovation in the workplace: the case of the UAE

Purpose– The purpose of this paper to aim at exploring the links between employees’ perceptions of distributive, procedural and interactional justice on one hand and innovation climate and readiness to innovate on the other hand. The role of innovation climate in predicting readiness to innovate is also examined. Further, the study attempts to test the mediating role of innovation climate in justice-readiness to innovate relationship.Design/methodology/approach– This paper aims at exploring the links between employees’ perceptions of distributive, procedural and interactional justice on one hand and innovation climate and readiness to innovate on the other hand. The role of innovation climate in predicting readiness to innovate is also examined. Further, the study attempts to test the mediating role of innovation climate in justice-readiness to innovate relationship.Findings– The findings revealed that perception of justice played a key role in employees’ perception of innovation climate. Innovation climate was found to be positively and significantly related to readiness to innovate. Employees’ readiness to try new ways of doing things and question the existing habits of the work tended to show significant and positive relationship to organizational justice. Innovation climate played a significant yet a partial role in mediating the link between justice and readiness to innovate.Research limitations/implications– The sample represented only governmental sector and only one emirate of the UAE's seven emirates. The implications of the findings for researchers together with some future guidelines are discussed in the paper.Practical implications– The paper provides practitioners with some advice about understanding and managing justice and innovation.Originality/value– The paper is the first study in the UAE and the Middle East that examines the links between justice, innovation climate and readiness to innovate.

Political skill as a moderator of the relationship between subordinate perceptions of interactional justice and supervisor ratings of interpersonal facilitation

Purpose – Based on social exchange theory and the norm of reciprocity, interactional justice has been proposed to be an important construct in explaining individual performance. However, meta-analytic results have noted the relationship is modest at best. The present study extends the understanding of the justice-performance relationship by empirically examining how interactional justice and political skill interactively influence contextual job performance. Focusing on interpersonal aspects of justice and performance, the paper proposes that the existence of interactional justice will only lead to improvements in interpersonally facilitative behavior if employees recognize this situation as an opportunity to invest their skill-related assets into the organization. The paper aims to discuss these issues. Design/methodology/approach – Integrating research on political skill with social exchange theory, the current study contends that interactional justice stemming from the supervisor will likely lead to employees feeling obligated and/or wanting to help, cooperate, and consider others in the workplace. However, only employees with political skill will be able to recognize the conditions and act appropriately on these conditions. As such, this paper investigates the moderating role of political skill in the interactional justice-performance relationship. The paper used multi-source survey methodology and applied hierarchical moderated multiple regression analysis to test the hypotheses. Findings – Results from 189 respondents indicated that interactional justice was more strongly related to supervisor-rated interpersonal facilitation when employees possessed higher levels of political skill. This suggests that when both interactional justice and political skill are high, the potential for interpersonal facilitation is also high. Conversely, when one or both are low, interpersonal facilitation is less likely. Originality/value – Previous articulations and evaluations of the relationship between interactional justice, political skill, and interpersonal facilitation have omitted either situational determinants of motivation or individual differences in job-related skills. With the current study, the paper sought to address these omissions by exploring the interactive effects of interactional justice and political skill on interpersonal facilitation.

Fair and Square? An Examination of Classroom Justice and Relational Teaching Messages

Students and instructors acknowledge the importance of the instructor–student relationship in the classroom. Despite the importance of the instructor–student interpersonal relationship, there can also be unexpected or undesirable outcomes associated with relational teaching. Using the theoretical framework of leader–member exchange, we explored relational teaching messages to understand how they may relate positively or negatively to student perceptions of classroom justice. Participants (N = 124) completed measures about relational communication strategies (i.e., rapport, confirmation, and affinity-seeking) and classroom justice (i.e., procedural, interactional, and distributive). Results indicate the enjoyable interaction dimension of rapport positively predicted perceptions of all three types of justice. The response to questions dimension of confirmation positively predicted perceptions of procedural and interactional justice.