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The role of procedural justice in the delivery of services · Study

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ArticleThe role of procedural justice in the delivery of services

Markus Groth2001

Article2001

The role of procedural justice in the delivery of services

Markus Groth · Stephen W. Gilliland

40 citations·0/0 files stored·Journal of Quality Management

No readable copy stored yet — this record is metadata only.

Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Service and Product Innovation

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 40 citations exist upstream.

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1974An approach to environmental psychology 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1976Procedural Justice: A Psychological Analysis 1989EFFECTS OF PROCEDURAL AND DISTRIBUTIVE JUSTICE ON REACTIONS TO PAY RAISE DECISIONS.1997Retaliation in the workplace: The roles of distributive, procedural, and interactional justice.1977Breaking Free from Product Marketing 1998Organizational Justice and Human Resource Management

Cited by

2012Integrating Focal Determinants of Service Fairness into Post-Acceptance Model of IS Continuance in Cloud Computing

Details

Year2001

Typearticle

Published2001-10-01

VenueJournal of Quality Management

ISSN-L1084-8568

Languageen

Citations40

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/s1084-8568(01)00030-x

openalex_workW1524881074

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