The effects of interpersonal attraction on service justice

2018 ◽  
Vol 32 (6) ◽  
pp. 728-738 ◽  
Author(s):  
Kwon-Soo Kim
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Negative Impact ◽  
Interpersonal Attraction ◽  
Interactional Justice ◽  
Social Attraction ◽  
Content Type ◽  
Service Staff ◽  
Physical Attraction ◽  
And Task

Purpose This study aims to examine the effects of physical attraction, social attraction and task attraction, which are interpersonal attraction components of service staff, on interactional justice, procedural justice and distributive justice, all of which are components of service justice. Design/methodology/approach This study was conducted after deriving measurement tools through two preliminary studies. The research sample was made by those who have visited the restaurant where the service staff provides services directly to the customers. Respondents were instructed by investigators to complete the questionnaire based on their most recent visit to the most visited restaurants in the past three months. They received a $5 gift voucher after completing the questionnaire. Findings Physical attraction negatively affected interactional justice, procedural justice and distributive justice. Social attraction had a negative impact on procedural justice. Task attraction had the greatest positive impact on all service justice factors. Practical implications To attract customers’ positive perceptions of service execution and outcomes, task attraction should be considered first rather than physical attraction and social attraction of service staff. Originality/value This study expanded the scope of research on interpersonal attraction by studying physical attraction, social attraction and task attraction as interpersonal attraction factors at service encounters, and on service justice by setting the interpersonal attraction as a variable affecting service justice.

Pengaruh Persepsi Keadilan terhadapKinerja Distributor PT X dengan Ketergantungan sebagai Variabel Moderating

2020 ◽  
Vol 22 (2) ◽  
pp. 268-285
Author(s):  
Icuk Hertanto ◽  
Ade Witoyo
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Organizational Justice ◽  
Total Population ◽  
Interactional Justice ◽  
Market Control ◽  
Eastern Indonesia ◽  
Positive Effect

Abstract: PT. X companies engaged in the national cement productionsector which are the market leaders in Indonesia which control the islandsof Java, Bali, Kalimantan and parts of Eastern Indonesia. The result of thisproduct tends to be a commodity product. So, to maintain market control isto maintain the level of availability of cement products. With suchchallenges, PT. X must maintain good relations with its distribution network.One important factor in maintaining good relations between suppliers andbuyers is the Perception of Organizational Justice that exists in both. Thepurpose of this study was to analyze the effect of perceptions oforganizational justice on the performance of the distributors of PT. X withdependence as moderating variable. This research is a quantitative studywith a total population of all distributors of PT. X. This study concludes thatorganizational justice has a positive effect on distributor performance, andthis influence is not moderated by dependency.Keywords: distributor performance, procedural justice, distributive justice,interactional justice, organizational justice, dependency.

scholarly journals ANTECEDENCE DAN CONSEQUENCES DARI SATISFACTION WITH RECOVERY TERHADAP FUTURE COMPLAINT INTENTIONS

2008 ◽  
Vol 1 (2) ◽  
pp. 16
Author(s):  
Franciskus Maya Praba
Keyword(s):  
Customer Satisfaction ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Customer Service ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Perceived Justice ◽  
Customer Complaint ◽  
Complaint Intentions

<p>The background of this research is managers need to analyze that customer service failure can arise customer complaint. It must be managed by service recovery to get customer satisfaction. Future complaint intentions has relationship with customer satisfaction. Every company need to investigate which is the compatible perceived justice to applied. The objective of this research is to investigate service recovery effects toward customer satisfaction, especially perceived justice ( interactional, procedural, distributive ) and how justice effects customer satisfaction and future complaint intentions. The design of this research applies to customer Bank BCA in Semarang which is has variants occupation and the questionnaires were spreaded away to 100 respondents by using purposive sampling. The result of this research are interactional justice and procedural justice has more influence on future complaint intentions. Despite, distributive justice and satisfaction with recovery decrease future complaint intentions.</p><p><strong>Keywords: Antacedence, satisfaction with recovery, future complaint intentions</strong></p>

Employees’ justice perceptions as a factor influencing successful outsourcing in the hospitality industry

2017 ◽  
Vol 29 (6) ◽  
pp. 1619-1637 ◽  
Author(s):  
Pablo Zoghbi-Manrique-de-Lara ◽  
Jyh-Ming Ting-Ding
Keyword(s):  
Procedural Justice ◽  
Organizational Justice ◽  
Hospitality Industry ◽  
Interactional Justice ◽  
Equation Modeling ◽  
Content Type ◽  
Individual Level ◽  
Justice Perceptions ◽  
Hotel Managers ◽  
The Way

Purpose This study aims to hypothesize that the more in-house staff perceive themselves as beneficiaries of the procedural justice (PJ) followed in the outsourcing, or perceive their outsourced peers as recipients of distributive (DJ) and interactional justice (IJ), the more they will show acceptance and positive evaluations of the outsourcing initiatives. Although prior research in the hospitality industry has extensively studied individual-level reactions to organizational justice, no study has been undertaken to examine how hotel staff support and value outsourcing initiatives based on the way they perceive management’s treatment of them and their peers. Design/methodology/approach Questionnaire data from 215 in-house employees working side-by-side with outsourced employees at 14 hotels in Gran Canaria (Spain) were analyzed by using structural equation modeling. Findings The results found that in-house employees who perceived themselves or their outsourced peers as recipients of organizational justice to a greater extent reported greater support for outsourcing by expressing higher levels of acceptance and better evaluations. The results also supported procedural justice (PJ) as playing a dominant role over distributive (DJ) and interactional justice (IJ). Research limitations/implications The findings suggest that by encouraging justice perceptions among in-house employees, mainly those related to properly discussing the outsourcing procedures with affected employees, hotel managers can promote successful outsourcing. Given that in-house employees reacted not only to the way they were treated by hotel management but also to the way their outsourced peers were treated, the findings also indicate that all (un)fair treatment in outsourcing, regardless of the recipient, should receive explicit attention by hotel managers. Originality/value This paper is one of the first to primarily focus on the individual level of analysis in examining and supporting organizational justice in hotel firms as a factor influencing outsourcing success.

Organizational justice and millennial turnover in public accounting

2017 ◽  
Vol 39 (1) ◽  
pp. 112-126 ◽  
Author(s):  
Jessie George ◽  
Stephanie Wallio
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Organizational Justice ◽  
Turnover Intentions ◽  
Public Accounting ◽  
Content Type ◽  
The Public ◽  
Study Results ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this paper is to investigate the relationship between distributive justice, procedural justice, and turnover intentions for Millennial employees working in the public accounting environment. Design/methodology/approach Data collection utilized an online survey sent to members of a regional certified public accountant organization (n=75). Findings Lower levels of both distributive and procedural justice predicted higher turnover intentions, controlling for gender and job tenure. Procedural justice was found to have a stronger relationship with turnover intentions than distributive justice for Millennial public accountants. Practical implications The public accounting industry is facing a crisis based on the shortage of staff and senior level accountants, which are primarily Millennial employees. The study results have practical implications for public accounting firms. The findings suggest that the fairness of organizational processes could impact Millennials’ turnover intentions more than the fairness of organizational rewards. Employers could use this information to manage levels of procedural justice, which could reduce turnover intentions, actual turnover, and other byproducts of the staffing shortage. Originality/value This study examined the relationship between organizational justice and Millennial turnover intentions in public accounting. The study replicated the findings of some prior studies in a purely Millennial sample in the public accounting context and addressed some of the contradictory results seen previously related to organizational justice. As the public accounting industry has an abnormally large percentage of Millennial employees, these findings may be applied to other environments as the Millennial population in the workforce increases.

scholarly journals Perceived organisational justice among academic employees at a selected higher learning institution

2020 ◽  
Vol 11 (02) ◽  
pp. 19-27
Author(s):  
Nethavhani, Andani ◽  
◽  
Maluka Harriet Rivalani ◽  
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Quantitative Research ◽  
Interactional Justice ◽  
Higher Learning ◽  
Three Dimensions ◽  
Research Approach ◽  
Organisational Justice ◽  
Major Predictor ◽  
Higher Institutions

Organisations depend on employees as crucial resources to execute duties aimed at realisation of organisational objectives. Organisational justice has been found to be a major predictor of employees’ performance and wellbeing. Studies found that employees tend to view justice in a different manner and that majority of employees tend to enjoy their work when they perceive that organisational justice exist within their organisation. The objective of this study was to examine the academic employees’ perceptions of organisational justice at a selected higher learning institution. A descriptive quantitative research approach was adopted in this study. A structured questionnaire developed by Colquitt (2001) was used to collect data from a convenient sample of 50 academic employees. The questionnaire consists of 20 items measuring three dimensions of organisational justice (procedural justice, distributive justice, and interactional justice) rated on a 7-point Likert scale. The collected data was analysed using the Statistical Package for the Social Sciences (SPSS) 26.0 published by the International Business Machines (IBM). The research findings revealed that in general, a slight majority of the respondents perceived some form of organisational justice to exist within their organisation (mean of 4.64). Although similar results were found in terms of the three dimensions of perceived organisational justice (4.19 for procedural justice, 5.14 for distributive justice and 4.78 for interactional justice), some form of injustice was reported to exist in relation to procedural justice. The study recommends that future researchers should continue to explore all the prospects of organisational justice in higher institutions of education.

scholarly journals Gambaran Tingkat Kepuasan Pasien dalam Penanganan Keluhan (Service Recovery) Rawat Inap di RSUD Rasidin Kota Padang

2019 ◽  
Vol 8 (3) ◽  
pp. 599
Author(s):  
R Nona Millani ◽  
Rima Semiarty ◽  
Rizanda Machmud
Keyword(s):  
Performance Analysis ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Service Recovery ◽  
Interactional Justice ◽  
Cross Sectional

Penanganan keluhan di RSUD Rasidin masih menjadi permasalahan, hasil observasi tahun 2018 masih terdapat beberapa keluhan pasien terhadap pelayanan di ruang rawat inap. Hal ini dapat dilihat dari survey Indeks Kepuasan Masyarakat terhadap penanganan keluhan masih dibawah standar yaitu 76,56 artinya kinerja dari unit pelayanan masih kurang baik. Tujuan penelitian ini adalah menganalisis tingkat kepuasan pasien dalam penanganan keluhan (Service Recovery) di RSUD Rasidin Kota Padang. Jenis penelitian ini merupakan penelitian cross sectional dengan instrument penelitian kuisioner terhadap 155 responden rawat inap di RSUD Rasidin Kota Padang. Variabel yang diukur yaitu Procedural Justice, Interactional Justice dan Distributive Justice. Analisis data menggunakan importance performance analysis dengan diagram kartesius sehingga didapatkan pemetaan alur permasalahan. Hasil penelitian menunjukkan 26% responden mendapatkan pelayanan kurang baik dan masih ada beberapa keluhan yang harus menjadi prioritas utama untuk ditingkatkan dari atribut Interactional Justice dan Distributive Justice diantaranya keahlian dokter dalam memberikan informasi mengenai masalah kesehatan penyakit yang diderita pasien, keahlian doker dalam menanyakan keluhan pasien, keahlian perawat dalam memberikan informasi mengenai masalah kesehatan penyakit yang diderita pasien, dan komunikasi antara pasien dengan dokter. Keempat atribut ini lebih menekankan kepada perilaku dan komunikasi yang kurang baik antara tenaga medis dengan pasien.

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI KUNJUNGAN WISATAWAN KE OBJEK WISATA SYARIAH DI SUMATERA BARAT

2018 ◽  
Author(s):  
Romy Yohan Putra ◽  
Berri Brilliant Albar ◽  
Liza Zulbahri
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Interactional Justice ◽  
Cluster Sampling

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh distributive justice, procedural justice, dan interactional justice secara parsial dan simultan terhadap terhadap kepuasan pelanggan PDAM Kota Padang. Metode penelitian yang digunakan adalah kuantitatif deskriptif. Teknik pengambilan sampel yang digunakan adalah cluster sampling, sehingga dari seluruh populasi tersebut digunakan sampel dalam penelitian ini sebanyak 100 responden, metode pengumpulan data yang digunakan adalah observasi, dan angket. Teknik analisis data yang digunakan adalah regresi linear berganda, uji t, uji F dan koefisien deteminasi. Berdasarkan hasil uji yang dilakukan secara parsial ditemukan bahwa variabel distributive justice (X1) berpengaruh secara negatif dan signifikan terhadap kepuasan pelanggan PDAM Kota Padang, procedural justice (X2) berpengaruh secara positif dan signifikan terhadap kepuasan pelanggan PDAM Kota Padang dan variabel interactioanal justice(X3) berpengaruh secara positif dan signifikan terhadap kepuasan pelanggan PDAM Kota Padang, karena nilai signifikan &lt; 0,05. Sedangkan hasil pengujian secara bersamaan menggunakan uji F ditemukan bahwa variabel distributive justice (X1), procedural justice (X2) dan interactional justice (X3), secara bersamaan berpengaruh signifikan terhadap kepuasan pelanggan PDAM Kota Padang dengan nilai signifikan &lt; 0,05, sementara nilai koefisien determinasi terdapat pada nilaiAdjusted R-Square sebesar 13,4% sedangkan sisanya 86,6% dijelaskan oleh variabel lain yang tidak dibahas dalam penelitian ini.

Face, fate and brand equity: service recovery justice and satisfaction

2020 ◽  
Vol 37 (7) ◽  
pp. 843-854
Author(s):  
Joseph Lok-Man Lee ◽  
Noel Yee-Man Siu ◽  
Tracy Jun-Feng Zhang
Keyword(s):  
Distributive Justice ◽  
Brand Equity ◽  
Service Recovery ◽  
Interactional Justice ◽  
Content Type ◽  
Cultural Variables ◽  
Justice Perceptions ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role

Purpose Can we always expect that service recovery justice leads to satisfaction? Literature has shown that a number of moderating factors impact the recovery justice-satisfaction link in different cultures. However, there is a dearth of research that has indicated the key cultural variables that play a moderating role. This study aims to attempt to fill the research gap by investigating the moderating role of concern for face, belief in fate and brand equity in the relationship between perceived justice and satisfaction in Chinese culture during service recovery. Design/methodology/approach The hypothesized relationships are tested using data from interviews with 600 persons who have recently complained about their telecommunications services. Structural equation modeling is applied in analyzing their responses. Findings Concern for face is found to strengthen the relationship between interactional justice perceptions and satisfaction, but to weaken the relationship between distributive justice perceptions and satisfaction. Belief in fate weakens the link between perceptions of interactional justice and satisfaction. Brand equity positively moderates the relationship between perceptions of interactional justice and satisfaction, but it negatively moderates the relationship between perceptions of distributive justice and satisfaction. Practical implications The cultural variables, namely, face, fate and brand equity, are found to serve as a moderating role in the relationship between recovery justice dimensions and satisfaction. They are more salient when it is related to social element. Face and brand equity, as interpersonal constructs, aggravate the impact of interactional justice on satisfaction. Fate, as non-social factor, weakens the impact of interactional justice on satisfaction. It is argued that managers should provide staff training in product knowledge and customer service as a preventive measure against damage to the brand. Regular customer satisfaction research and benchmarking exercises should be conducted to understand how customers perceive interactional justice. Originality/value This has been the first research to examine the impact of concern for face, belief in fate and brand equity in the relationship between justice perceptions and post-recovery satisfaction during service recovery.

Is abusive supervision always harmful toward creativity? Managing workplace stressors by promoting distributive and procedural justice

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zubair Akram ◽  
Saima Ahmad ◽  
Umair Akram ◽  
Muhammad Asghar ◽  
Tao Jiang
Keyword(s):  
Psychological Distress ◽  
Procedural Justice ◽  
Psychological Health ◽  
Negative Impact ◽  
Abusive Supervision ◽  
Interactive Effects ◽  
Conservation Of Resources ◽  
Employee Creativity ◽  
Content Type ◽  
Workplace Stressors

Purpose This paper aims to answer the question of how, why and when abusive supervision affects employee creativity. Drawing on the conservation of resources theory, this paper examines the direct and indirect (via psychological distress) effects of abusive supervision on employee creativity. It further investigates the boundary conditions imposed by employees’ perceived distributive and procedural justice in the relationships between abusive supervision, psychological distress and employee creativity. Design/methodology/approach The study uses multi-sourced and time-lagged data collected in three waves from a survey of employees-supervisor dyads working in the Chinese manufacturing sector. In the first wave, the authors received data from 347 employees on perceived abusive supervision and perceived distributive and procedural justice. In the second wave, 320 employees shared their perceptions of psychological distress at work. In the third wave, the authors received ratings for employee creativity from the direct supervisors of 300 employees. The data were analyzed using bootstrapped moderated mediation procedures. Findings The findings revealed a significant negative influence of abusive supervision on employee creativity both directly and indirectly in the presence of perceived psychological distress. However, distributive and procedural justice was found to mitigate the negative impact of abusive supervision on employee creativity. Practical implications Abusive supervision has adverse consequences for employees’ creativity because it affects their psychological health. HR and top management should prioritize addressing abusive supervision first and foremost to boost employee creativity in the workplace. Managers should give employees opportunities for participation and foster a climate of fairness in the organization to mitigate the harmful consequences of abusive supervision. Originality/value To the best of the authors’ knowledge, this is the first empirical study that examines the psychological distress-based mechanism in the relationship between abusive supervision and creativity while considering the interactive effects of distributive and procedural justice. It addresses an important research gap in the literature by proposing that organizational perceived distributive and procedural justice can mitigate the detrimental effects of abusive supervision.

KEADILAN DISTRIBUTIF, KEADILAN PROSEDURAL, KEADILAN INTERAKSIONAL KOMPENSASI DAN KOMITMEN KARYAWAN

2013 ◽  
Vol 8 (1) ◽  
pp. 1
Author(s):  
R. Philipus Lewis
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Multiple Regression ◽  
Interactional Justice ◽  
Primary Data

The purpose of this study is to examine the effect of distributive justice, procedural justice, and interactional justice of compensation on employees’ commitment. Primary data have been collected from 53 consultant companies’ employees. Multiple regression is used for testing three hypotheses. The results show that compensation distributive justice and interactional justice have effect on employees’ commitment, while compensation procedural justice show no such effect. Keywords: distributive justice, procederal justice, interactional justice, employees’ commitment

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