Measuring Consumer Perceptions of Procedural Justice in a Complaint Context
The idea of procedural justice as perceived by consumers has not been explored in the consumer behavior literature, although there has been some mention of consumer perceptions of fair treatment. This article describes the development of a scale using procedural justice as its theoretic base to meas...
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Published in | The Journal of consumer affairs Vol. 34; no. 2; pp. 204 - 216 |
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Main Authors | , , |
Format | Journal Article |
Language | English |
Published |
Oxford, UK
Blackwell Publishing Ltd
01.12.2000
University of Wisconsin Press Blackwell Publishers Ltd |
Subjects | |
Online Access | Get full text |
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Summary: | The idea of procedural justice as perceived by consumers has not been explored in the consumer behavior literature, although there has been some mention of consumer perceptions of fair treatment. This article describes the development of a scale using procedural justice as its theoretic base to measure consumers' perceptions of fair treatment when they complain. Results indicate that consumers make a distinction between the complaint process and the outcome of their complaint, indicating that procedural justice has further research potential. In addition, the proposed scale possesses the psychometric properties of an acceptable scale. |
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Bibliography: | http://dx.doi.org/10.1111/j.1745-6606.2000.tb00091.x istex:D6F24D5619A73B1FEE4CE7AACF399E8CFBE4C2BA ArticleID:JOCA204 ark:/67375/WNG-6P369TZJ-F |
ISSN: | 0022-0078 1745-6606 |
DOI: | 10.1111/j.1745-6606.2000.tb00091.x |