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Perceptions of justice and employee willingness to engage in customer‐oriented behavior

Jae‐Young Kim (Lecturer, Department of Business Administration at Seoul Women’s University, Seoul, South Korea)
Junyean Moon (Associate Professor of Marketing, Department of Business, School of Economics and Business, Hanyang University, Ansan, South Korea)
Dongchul Han (Associate Professor of Marketing, Department of Business Administration, Seoul Women’s University, Seoul, South Korea)
Surinder Tikoo (Associate Professor of Marketing, School of Business, State University of New York, New Paltz, New York, USA)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 June 2004

Abstract

This study examines the relationships among distributive justice, procedural justice, and employee willingness to engage in customer‐oriented behavior. Data collected from 328 employees at eight general hospitals in Korea show that distributive justice does and procedural justice does not directly affect employee willingness to engage in customer‐oriented behavior. Procedural justice does, however, positively affect perceptions of distributive justice.

Keywords

Citation

Kim, J., Moon, J., Han, D. and Tikoo, S. (2004), "Perceptions of justice and employee willingness to engage in customer‐oriented behavior", Journal of Services Marketing, Vol. 18 No. 4, pp. 267-275. https://doi.org/10.1108/08876040410542263

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited