دانلود مقاله ISI انگلیسی شماره 36925
عنوان فارسی مقاله

روند عادلانه بازبینی: اثر متفاوت عدالت تعاملی و رویه در حضور اطلاعات مقایسه اجتماعی

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
36925 2002 11 صفحه PDF سفارش دهید محاسبه نشده
خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.
عنوان انگلیسی
Fair process revisited: Differential effects of interactional and procedural justice in the presence of social comparison information
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Experimental Social Psychology, Volume 38, Issue 6, November 2002, Pages 545–555

کلمات کلیدی
نظریه عدالت - برداشت انصاف - رضایت مشتری - بهبود خدمات
پیش نمایش مقاله
پیش نمایش مقاله روند عادلانه بازبینی: اثر متفاوت عدالت تعاملی و رویه در حضور اطلاعات مقایسه اجتماعی

چکیده انگلیسی

Abstract The competing views of fairness theory (Folger and Cropanzano, 1998 and Folger and Cropanzano, 2001) and fairness heuristic theory (Van den Bos, Lind, Vermunt, & Wilke, 1997) were tested by studying the effects of interactional (IJ), procedural (PJ), and distributive justice (knowledge of others’ outcomes [OO]) upon evaluations of outcome fairness and customer satisfaction. The participants, 369 undergraduates, were randomly allocated to scenario-based experimental conditions. A 2 (IJ) × 2 (PJ) × 4 (OO) MANOVA and stepdown analyses provided evidence of “fair process” across all levels of distributive justice for outcome fairness (p<.001) and satisfaction (p<.001), but only in relation to the effects of interactional justice. No such effects were found for procedural justice. Implications for the development of justice theory are discussed.

نتیجه گیری انگلیسی

Conclusion Our research offers important insights into justice concerns within service organizations. Evidence was found to support fairness theory’s proposition that interactional justice is a potent factor in reactions to unfairness. The results also suggested that in service recovery settings, interactional and procedural justice may function differently, lending support for the theoretical differentiation of these two justice dimensions. Our research demonstrates that within a service recovery context, fair process effects are evident despite the presence of social comparison equity information. These findings indicate that fairness heuristic theory’s claim that procedural justice is largely irrelevant when others’ outcomes are known does not generalize to this context. The importance of dignified and respectful treatment of customers by service organizations is also apparent.

خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.