The Effects of Perceived Justice Dimensions on Post-Complaint Behaviors: Hospitality Management Case

Abstract

The purpose of this study is to examine the effects of justice dimensions which are one of the measurement ways of service recovery on consumer's post-complaint behaviors. Thus, in this study the effects of distributive, interactional and procedural justice which are known as justice perception dimensions on repurchase intention and negative word of mouth was investigated. Quasi-experimental design was conducted and twelve scenarios were created according to different levels of justice perception dimensions. Twelve scenarios were created according to the different levels of justice perception dimensions and 270 data were used for each scenario with 20-23 participants. The results indicate that, visitors who experience a high level of interactional and procedural justice of perception may tend to increase repurchase behavior and may decrease negative word of mouth communication intentions. Contrary to expectations, distributive justice (e.g. discount or reimbursement) does not have a significant effect on consumers repurchase and negative word of mouth communication intentions.