Pub Date : 2014-07-25DOI: 10.1108/MSQ-03-2013-0033
Anothai Ngamvichaikit, R. Beise-Zee
Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design/methodology/approach – A video-based experiment is conducted to achieve high similarity to real service encounters. The video comprises three levels of customer authority while service provider credibility is manipulated. In a subsequent questionnaire, customer response and customer persuasion knowledge are measured. Findings – Results suggest that greater decision authority increases customer satisfaction. However, customer persuasion knowledge and provider credibility together were found to moderate these effects. Offering decision autonomy is most important when source credibility is low and persuasion knowledge is high. Research limitations/implications – The study setting is an initial healthcare encounter. Other service settings and service provider comm...
{"title":"Customer preference for decision authority in credence services","authors":"Anothai Ngamvichaikit, R. Beise-Zee","doi":"10.1108/MSQ-03-2013-0033","DOIUrl":"https://doi.org/10.1108/MSQ-03-2013-0033","url":null,"abstract":"Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design/methodology/approach – A video-based experiment is conducted to achieve high similarity to real service encounters. The video comprises three levels of customer authority while service provider credibility is manipulated. In a subsequent questionnaire, customer response and customer persuasion knowledge are measured. Findings – Results suggest that greater decision authority increases customer satisfaction. However, customer persuasion knowledge and provider credibility together were found to moderate these effects. Offering decision autonomy is most important when source credibility is low and persuasion knowledge is high. Research limitations/implications – The study setting is an initial healthcare encounter. Other service settings and service provider comm...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128161145","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2014-07-25DOI: 10.1108/MSQ-03-2014-0042
C. Grönroos, Johanna Gummerus
Purpose – The purpose of this conceptual paper is to analyse the implications generated by a service perspective. Design/methodology/approach – A conceptual analysis of two approaches to understanding service perspectives, service logic (SL) and service-dominant logic (SDL), reveals direct and indirect marketing implications. Findings – The SDL is based on a metaphorical view of co-creation and value co-creation, in which the firm, customers and other actors participate in the process that leads to value for customers. The approach is firm-driven; the service provider drives value creation. The managerial implications are not service perspective-based, and co-creation may be imprisoned by its metaphor. In contrast, SL takes an analytical approach, with co-creation concepts that can significantly reinvent marketing from a service perspective. Value gets created in customer processes, and value creation is customer driven. Ten managerial SL principles derived from these analyses offer theoretical and practi...
{"title":"The service revolution and its marketing implications: service logic vs service-dominant logic","authors":"C. Grönroos, Johanna Gummerus","doi":"10.1108/MSQ-03-2014-0042","DOIUrl":"https://doi.org/10.1108/MSQ-03-2014-0042","url":null,"abstract":"Purpose – The purpose of this conceptual paper is to analyse the implications generated by a service perspective. Design/methodology/approach – A conceptual analysis of two approaches to understanding service perspectives, service logic (SL) and service-dominant logic (SDL), reveals direct and indirect marketing implications. Findings – The SDL is based on a metaphorical view of co-creation and value co-creation, in which the firm, customers and other actors participate in the process that leads to value for customers. The approach is firm-driven; the service provider drives value creation. The managerial implications are not service perspective-based, and co-creation may be imprisoned by its metaphor. In contrast, SL takes an analytical approach, with co-creation concepts that can significantly reinvent marketing from a service perspective. Value gets created in customer processes, and value creation is customer driven. Ten managerial SL principles derived from these analyses offer theoretical and practi...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"125 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123070376","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2014-07-25DOI: 10.1108/MSQ-07-2013-0136
Hong-Youl Ha, Hee-young Son
Purpose – The purpose of this paper is to examine how product usage satisfaction mediates the link between two types of perceived risk and loyalty intentions, and investigate the three moderating effects (overall satisfaction of provider, switching costs, and remaining contract time) of the product usage satisfaction-loyalty intentions linkage. Design/methodology/approach – Using a longitudinal study, a total of 253 usable responses are collected from time T to time T+1. The paper uses the partial least squares (PLS-Graph 3.0) approach for structural parameters in the proposed model. Findings – The findings show that the temporal effect of performance risk and product usage satisfaction negatively increases, whereas the temporal effect between product usage satisfaction and loyalty intentions decreases over time. While the moderating effect between overall satisfaction of provider and product usage satisfaction strengthens loyalty intentions, the switching costs attenuate loyalty intentions. The proposed ...
{"title":"Investigating temporal effects of risk perceptions and satisfaction on customer loyalty","authors":"Hong-Youl Ha, Hee-young Son","doi":"10.1108/MSQ-07-2013-0136","DOIUrl":"https://doi.org/10.1108/MSQ-07-2013-0136","url":null,"abstract":"Purpose – The purpose of this paper is to examine how product usage satisfaction mediates the link between two types of perceived risk and loyalty intentions, and investigate the three moderating effects (overall satisfaction of provider, switching costs, and remaining contract time) of the product usage satisfaction-loyalty intentions linkage. Design/methodology/approach – Using a longitudinal study, a total of 253 usable responses are collected from time T to time T+1. The paper uses the partial least squares (PLS-Graph 3.0) approach for structural parameters in the proposed model. Findings – The findings show that the temporal effect of performance risk and product usage satisfaction negatively increases, whereas the temporal effect between product usage satisfaction and loyalty intentions decreases over time. While the moderating effect between overall satisfaction of provider and product usage satisfaction strengthens loyalty intentions, the switching costs attenuate loyalty intentions. The proposed ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"41 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129279828","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2014-07-25DOI: 10.1108/MSQ-08-2013-0157
Edward Shih-Tse Wang
Purpose – The commitment of service employees to an organization is a critical concern that affects the success of an organization. The purpose of this paper is to investigate whether the social bonds between the supervisor and the employee, and among employees, foster organizational commitment in employees. The study subsequently explored the moderating role of work status (full-time vs parttime) and employee individualistic values in the relationship between social bonding and commitment. Design/methodology/approach – Empirical data were collected from the frontline employees of restaurants in Taiwan (n=395). Hierarchical moderated regression analysis was used to examine the relationship between social bonds and relationship commitment and the moderating effect of work status and individualistic values on the social bonding-commitment relationship. Findings – The results show that social bonding is an antecedent to organizational commitment, and work status and individualistic values moderate the social...
{"title":"Moderators of the relationship between social bonding and organizational commitment","authors":"Edward Shih-Tse Wang","doi":"10.1108/MSQ-08-2013-0157","DOIUrl":"https://doi.org/10.1108/MSQ-08-2013-0157","url":null,"abstract":"Purpose – The commitment of service employees to an organization is a critical concern that affects the success of an organization. The purpose of this paper is to investigate whether the social bonds between the supervisor and the employee, and among employees, foster organizational commitment in employees. The study subsequently explored the moderating role of work status (full-time vs parttime) and employee individualistic values in the relationship between social bonding and commitment. Design/methodology/approach – Empirical data were collected from the frontline employees of restaurants in Taiwan (n=395). Hierarchical moderated regression analysis was used to examine the relationship between social bonds and relationship commitment and the moderating effect of work status and individualistic values on the social bonding-commitment relationship. Findings – The results show that social bonding is an antecedent to organizational commitment, and work status and individualistic values moderate the social...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127942759","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2014-07-25DOI: 10.1108/MSQ-09-2013-0192
Benjamin P. W. Ellway
Purpose – The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade-off. Design/methodology/approach – Existing literature is reviewed to show how quantity-quality has been conceptualised to date, followed by an analysis of quantity-quality manifestations based upon an in-depth field study of work and service in a large and complex call centre operation. Advisors’ work practices were observed during their interactions with customers, which provided rich insights into the nature of live calls and service provision in 13 different teams, supplemented with informal semi-structured interviews with team managers, coaches, and centre managers. Findings – The paper demonstrates that quantity and quality operate as a trade-off when the unit of analysis is the individual advisor or individual call fragment. However, if t...
{"title":"Is the quantity-quality trade-off in call centres a false dichotomy?","authors":"Benjamin P. W. Ellway","doi":"10.1108/MSQ-09-2013-0192","DOIUrl":"https://doi.org/10.1108/MSQ-09-2013-0192","url":null,"abstract":"Purpose – The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade-off. Design/methodology/approach – Existing literature is reviewed to show how quantity-quality has been conceptualised to date, followed by an analysis of quantity-quality manifestations based upon an in-depth field study of work and service in a large and complex call centre operation. Advisors’ work practices were observed during their interactions with customers, which provided rich insights into the nature of live calls and service provision in 13 different teams, supplemented with informal semi-structured interviews with team managers, coaches, and centre managers. Findings – The paper demonstrates that quantity and quality operate as a trade-off when the unit of analysis is the individual advisor or individual call fragment. However, if t...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129614935","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2014-07-23DOI: 10.1108/MSQ-06-2013-0108
S. Strombeck, S. Shu
Purpose – The purpose of this paper is to demonstrate the critical role that context plays in measuring service quality. Design/methodology/approach – This study replicated an experiment methodology to show that customers perceive an airline service drama as a sequence of scenes. A series of focus groups were then conducted to identify the context-specific set of service quality expectations that customers hold for each of these scenes. Finally, Formal Concept Analysis (FCA), a mathematical modeling technique, was applied to these findings to graphically illustrate how customer expectations for airline service quality vary by service scene. Findings – Results from this study indicate that static measures of service quality are apparently inadequate in explaining customer expectations during more enduring service encounters. The FCA hierarchical model developed in this study revealed profound differences in customer service expectations across the six airline service scenes. These results suggest that more...
{"title":"Modeling contextually elicited service quality expectations","authors":"S. Strombeck, S. Shu","doi":"10.1108/MSQ-06-2013-0108","DOIUrl":"https://doi.org/10.1108/MSQ-06-2013-0108","url":null,"abstract":"Purpose – The purpose of this paper is to demonstrate the critical role that context plays in measuring service quality. Design/methodology/approach – This study replicated an experiment methodology to show that customers perceive an airline service drama as a sequence of scenes. A series of focus groups were then conducted to identify the context-specific set of service quality expectations that customers hold for each of these scenes. Finally, Formal Concept Analysis (FCA), a mathematical modeling technique, was applied to these findings to graphically illustrate how customer expectations for airline service quality vary by service scene. Findings – Results from this study indicate that static measures of service quality are apparently inadequate in explaining customer expectations during more enduring service encounters. The FCA hierarchical model developed in this study revealed profound differences in customer service expectations across the six airline service scenes. These results suggest that more...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"985 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123085492","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2014-07-23DOI: 10.1108/MSQ-04-2013-0072
Chao-Chin Huang, S. Fang, S. Huang, Shao‐Chi Chang, Shyh-Rong Fang
Purpose – While the literature attends to how customer retention strategies develop relationship quality (e.g. trust), it does not account for the potential mediator (s) in this relationship. The purpose of this paper is to examine the mediating role of brand relationship quality (BRQ) in the relationship between relational bonds and brand loyalty in retail service contexts. Design/methodology/approach – A total of 524 valid questionnaires from respondents aged between 15 and 24 are analyzed using structural equation modeling. Findings – First, BRQ significantly mediates the relationship between relational bonds and brand loyalty. Second, structural bonds are the only driver of attitudinal attachment; social and structural bonds lead to a sense of community. Third, attitudinal attachment is the main influence on both behavioral and attitudinal loyalty. Research limitations/implications – First, a focus on a single market segment, i.e. 15-24 year olds. Second the dimensions used to measure relational bonds...
{"title":"The impact of relational bonds on brand loyalty: the mediating effect of brand relationship quality","authors":"Chao-Chin Huang, S. Fang, S. Huang, Shao‐Chi Chang, Shyh-Rong Fang","doi":"10.1108/MSQ-04-2013-0072","DOIUrl":"https://doi.org/10.1108/MSQ-04-2013-0072","url":null,"abstract":"Purpose – While the literature attends to how customer retention strategies develop relationship quality (e.g. trust), it does not account for the potential mediator (s) in this relationship. The purpose of this paper is to examine the mediating role of brand relationship quality (BRQ) in the relationship between relational bonds and brand loyalty in retail service contexts. Design/methodology/approach – A total of 524 valid questionnaires from respondents aged between 15 and 24 are analyzed using structural equation modeling. Findings – First, BRQ significantly mediates the relationship between relational bonds and brand loyalty. Second, structural bonds are the only driver of attitudinal attachment; social and structural bonds lead to a sense of community. Third, attitudinal attachment is the main influence on both behavioral and attitudinal loyalty. Research limitations/implications – First, a focus on a single market segment, i.e. 15-24 year olds. Second the dimensions used to measure relational bonds...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117149937","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2014-07-23DOI: 10.1108/MSQ-06-2013-0113
Chia-Ching Tsai, Yung-kai Yang, Yuqiu Cheng
Purpose – The purpose of this paper is to examine how service failure affects customers’ negative response and how service recovery affects perceived justice in the context of different relationship norms. Design/methodology/approach – It includes four studies that examine how relationships influence customer reactions to service failures. In study 1, the paper examines how service failures affect customers’ negative reaction. In study 2, the paper examines how service recoveries influence perceived justice. Study 3 and study 4 test the robustness of the results of study 1 and study 2. All studies have a 2×2 between-subjects design. Findings – The results show that individuals in exchange relationships experience a stronger feeling of betrayal than those in communal relationships during service failures. Further, individuals feel more betrayed and show greater negative responses during process failures. They perceive greater justice when offered physical recoveries, which, in turn, contributes to higher s...
{"title":"Does relationship matter? – Customers’ response to service failure","authors":"Chia-Ching Tsai, Yung-kai Yang, Yuqiu Cheng","doi":"10.1108/MSQ-06-2013-0113","DOIUrl":"https://doi.org/10.1108/MSQ-06-2013-0113","url":null,"abstract":"Purpose – The purpose of this paper is to examine how service failure affects customers’ negative response and how service recovery affects perceived justice in the context of different relationship norms. Design/methodology/approach – It includes four studies that examine how relationships influence customer reactions to service failures. In study 1, the paper examines how service failures affect customers’ negative reaction. In study 2, the paper examines how service recoveries influence perceived justice. Study 3 and study 4 test the robustness of the results of study 1 and study 2. All studies have a 2×2 between-subjects design. Findings – The results show that individuals in exchange relationships experience a stronger feeling of betrayal than those in communal relationships during service failures. Further, individuals feel more betrayed and show greater negative responses during process failures. They perceive greater justice when offered physical recoveries, which, in turn, contributes to higher s...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130125452","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2014-07-23DOI: 10.1108/MSQ-11-2012-0162
Weiling Zhuang, Barry J. Babin, Qian Xiao, M. Păun
Purpose – The purpose of this paper is to develop and empirically test a new framework that shows how different signals of movie quality along with key control variables affect consumers’ post-consumption evaluations, critics’ reviews (CR), and movie box office revenues. Design/methodology/approach – The data set consists of a sample of 332 movies released between 2000 and 2008. Regression was used to test the study hypotheses. Findings – The results suggest that the three signals of movie quality exhibit different effects on three movie performance measures. Of the three cues, the peripheral quality signal is positive related to movie box, moviegoers’ evaluations (ME), and CR. Furthermore, star performance quality is positive related to both ME and CR. Surprisingly, overall quality signal does not display any influence on movie performances. Research limitations/implications – The primary limitation is the use of cross-sectional study design and future research should apply for time-series technique to t...
{"title":"The influence of movie's quality on its performance: evidence based on Oscar Awards","authors":"Weiling Zhuang, Barry J. Babin, Qian Xiao, M. Păun","doi":"10.1108/MSQ-11-2012-0162","DOIUrl":"https://doi.org/10.1108/MSQ-11-2012-0162","url":null,"abstract":"Purpose – The purpose of this paper is to develop and empirically test a new framework that shows how different signals of movie quality along with key control variables affect consumers’ post-consumption evaluations, critics’ reviews (CR), and movie box office revenues. Design/methodology/approach – The data set consists of a sample of 332 movies released between 2000 and 2008. Regression was used to test the study hypotheses. Findings – The results suggest that the three signals of movie quality exhibit different effects on three movie performance measures. Of the three cues, the peripheral quality signal is positive related to movie box, moviegoers’ evaluations (ME), and CR. Furthermore, star performance quality is positive related to both ME and CR. Surprisingly, overall quality signal does not display any influence on movie performances. Research limitations/implications – The primary limitation is the use of cross-sectional study design and future research should apply for time-series technique to t...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132758512","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-18DOI: 10.1108/MSQ-02-2013-0019
S. Chou, E. Lopez-Rodriguez
Purpose – The purpose of this study is twofold. First, we explore the relationship between organizational justice and service-oriented organizational citizenship behavior (SOCB). In particular, we focus on perceived distributive and procedural justice. Second, we examine the moderating effect of the need for achievement and need for affiliation. Design/methodology/approach – The paper employed an online cross-sectional survey approach and distributed questionnaires to service employees at a large service organization. Data were analyzed with a two-step structural equation modeling technique using LISREL 8.7. Findings – Perceived procedural justice significantly predicts SOCB. Additionally, the need for affiliation positively moderates the relationship between perceived procedural justice and SOCB, whereas the need for achievement positively moderates the relationship between perceived distributive justice and SOCB. Practical implications – Results confirm the importance of establishing and implementing tr...
{"title":"An empirical examination of service-oriented organizational citizenship behavior: The roles of justice perceptions and manifest needs","authors":"S. Chou, E. Lopez-Rodriguez","doi":"10.1108/MSQ-02-2013-0019","DOIUrl":"https://doi.org/10.1108/MSQ-02-2013-0019","url":null,"abstract":"Purpose – The purpose of this study is twofold. First, we explore the relationship between organizational justice and service-oriented organizational citizenship behavior (SOCB). In particular, we focus on perceived distributive and procedural justice. Second, we examine the moderating effect of the need for achievement and need for affiliation. Design/methodology/approach – The paper employed an online cross-sectional survey approach and distributed questionnaires to service employees at a large service organization. Data were analyzed with a two-step structural equation modeling technique using LISREL 8.7. Findings – Perceived procedural justice significantly predicts SOCB. Additionally, the need for affiliation positively moderates the relationship between perceived procedural justice and SOCB, whereas the need for achievement positively moderates the relationship between perceived distributive justice and SOCB. Practical implications – Results confirm the importance of establishing and implementing tr...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130169389","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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