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

  1. Vicente Martínez-Tur1,
  2. José M. Peiró2,‡,
  3. José Ramos1,
  4. Carolina Moliner3

Article first published online: 17 MAR 2006

DOI: 10.1111/j.0021-9029.2006.00005.x

Issue

Journal of Applied Social Psychology

Journal of Applied Social Psychology

Volume 36, Issue 1, pages 100–119, January 2006

Additional Information

How to Cite

Martínez-Tur, V., Peiró, J. M., Ramos, J. and Moliner, C. (2006), Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive, Procedural, and Interactional Justice. Journal of Applied Social Psychology, 36: 100–119. doi: 10.1111/j.0021-9029.2006.00005.x

Author Information

  1. 1

    Department of Social Psychology, University of Valencia, Valencia, Spain

  2. 2

    Department of Social Psychology, University of Valencia and IVIE, Valencia, Spain

  3. 3

    Department of Health Psychology, University of Miguel Hernández, Elche, Spain

  1. ‡

    2Correspondence concerning this article should be addressed to José M. Peiró, Universidad de Valencia and IVIE, Facultad de Psicologia, Area de Psicologia Social, Av. Blasco Ibañez 21, 46010 Valencia, Spain. E-mail: Jose.M.Peiro@uv.es

  1. †

    1This research was supported financially by the Spanish Department of Education and Culture (PB98-1499-C03/01). Research work was sponsored also by the Generalidad Valenciana, Spain (I+D+I groups, 03/195).

Publication History

  1. Issue published online: 17 MAR 2006
  2. Article first published online: 17 MAR 2006

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This article attempts to extend prior research by testing the effects of justice components (distributive, procedural, and interactional) on customer satisfaction beyond the expectancy disconfirmation paradigm. To this end, two separate field survey studies were conducted. A total of 568 customers were surveyed in 38 hotels and 40 restaurants. The results showed that distributive justice was critical in predicting customer satisfaction, while the influence of procedural and interactional justice was secondary. Justice concepts were also robust against the simultaneous inclusion of disconfirmation and performance in the satisfaction equation. The article concludes with theoretical and managerial implications, as well as opportunities for future research.

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