Fair process revisited: Differential effects of interactional and procedural justice in the presence of social comparison information

被引：71

作者：

Collie, T ^{[1
]}

Bradley, G ^{[1
]}

Sparks, BA ^{[1
]}

机构：

[1] Griffith Univ, Sch Appl Psychol, Gold Coast Mail Ctr, Gold Coast, Qld 9726, Australia

来源：

JOURNAL OF EXPERIMENTAL SOCIAL PSYCHOLOGY | 2002年 / 38卷 / 06期

关键词：

justice theory; fairness perceptions; customer satisfaction; service recovery;

D O I：

10.1016/S0022-1031(02)00501-2

中图分类号：

B84 [心理学];

学科分类号：

04 ; 0402 ;

摘要：

The competing views of fairness theory (Folger & Cropanzano, 1998, 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) x 2 (PJ) x 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. (C) 2002 Elsevier Science (USA). All rights reserved.

引用

页码：545 / 555

页数：11

共 39 条

[1] INTERACTIONAL, FORMAL, AND DISTRIBUTIVE JUSTICE IN THE WORKPLACE - AN EXPLORATORY-STUDY [J].

BARLING, J ;

PHILLIPS, M .

JOURNAL OF PSYCHOLOGY, 1993, 127 (06) :649-656

[2]

BAZERMAN MH, 1993, SOCIAL PSYCHOL ORG, P184

[3]

Bies R.J., 1987, SOC JUSTICE RES, V1, P199, DOI DOI 10.1007/BF01048016

[4]

Bies R. J., 2001, Advances in organizationaljustice, P89

[5]

Bies R.J., 1986, Research on negotiation in organizations, V1, P43, DOI DOI 10.1111/J.1559-1816.2004.TB02581.X

[6]

BIES RJ, 1987, RES ORGAN BEHAV, V9, P289

[7] THE SERVICE ENCOUNTER - DIAGNOSING FAVORABLE AND UNFAVORABLE INCIDENTS [J].

BITNER, MJ ;

BOOMS, BH ;

TETREAULT, MS .

JOURNAL OF MARKETING, 1990, 54 (01) :71-84

[8]

Blodgett J.G., 1992, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, V5, P93

[9] The effects of distributive, procedural, and interactional justice on postcomplaint behavior [J].

Blodgett, JG ;

Hill, DJ ;

Tax, SS .

JOURNAL OF RETAILING, 1997, 73 (02) :185-210

[10]

Clemmer E.C., 1993, Justice in the Workplace: Approaching Fairness in Human Resource Management, P193

← 1 2 3 4 →