The impact of perceived justice on satisfaction and behavioral intentions in service encounters – a comparison and validation study

Abstract

Purpose

The purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention.

Design/methodology/approach

This paper is based on a questionnaire survey with service receivers in the Mexican telecom industry.

Findings

There are significant relationships between international/distributive justice and service satisfaction, as well as between service satisfaction and behavioral intention.

Research limitations/implications

The research model tested appears not to be context- and time-specific, but valid across contexts and through time.

Practical implications

The cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention provide useful insights into service recovery strategies.

Originality/value

This paper provides additional empirical substantiations to existing theory and previous studies.

Citation

Carrillo, I.M., Svensson, G. and Neira, M.d.C.O. (2019), "The impact of perceived justice on satisfaction and behavioral intentions in service encounters – a comparison and validation study", International Journal of Quality and Service Sciences, Vol. 11 No. 3, pp. 378-394. https://doi.org/10.1108/IJQSS-12-2017-0115