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Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive, Procedural, and Interactional Justice1

16 references·16 citing·38 second hopsampled

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
2025Advances in Consumer Research13,264 cited
1965Inequity In Social Exchange10,813 cited
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1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1975Procedural Justice: A Psychological Analysis3,245 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1976Procedural Justice: A Psychological Analysis2,907 cited
1986Interactional justice : communication criteria of fairness2,766 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing2,349 cited
2000INTEGRATING JUSTICE AND SOCIAL EXCHANGE: THE DIFFERING EFFECTS OF FAIR PROCEDURES AND TREATMENT ON WORK RELATIONSHIPS.2,090 cited
1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
1999

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A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

2,058 cited

1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited

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