Measuring Consumer Perceptions of Procedural Justice in a Complaint Context

• Published in: The Journal of consumer affairs Vol. 34; no. 2; pp. 204 - 216
• Main Authors: SAXBY, CARL L., TAT, PETER K., JOHANSEN, JANE THOMPSON
• Format: Journal Article
• Language: English
• Published: Oxford, UK Blackwell Publishing Ltd 01.12.2000; University of Wisconsin Press; Blackwell Publishers Ltd
• Subjects: Complaining; Complaints; Consumer attitudes; Consumer behavior; Consumer complaints; Consumer Economics; Consumer research; Consumers; Control Groups; Court Litigation; Customer complaints; Customers; Equity; Exhibits; Factor analysis; Fairness; Justice; Literature Reviews; Marketing; Organizational behavior; Perceptions; Procedural justice; Process controls; Psychometrics; Quantitative psychology; Ratios; Researchers; Retail stores; Statistical analysis; Studies; United States; United States > US
• ISSN: 0022-0078; 1745-6606
• DOI: 10.1111/j.1745-6606.2000.tb00091.x

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.