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Perceptions of justice and employee willingness to engage in customer‐oriented behavior

Perceptions of justice and employee willingness to engage in customer‐oriented behavior This study examines the relationships among distributive justice, procedural justice, and employee willingness to engage in customer‐oriented behavior. Data collected from 328 employees at eight general hospitals in Korea show that distributive justice does and procedural justice does not directly affect employee willingness to engage in customer‐oriented behavior. Procedural justice does, however, positively affect perceptions of distributive justice. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Perceptions of justice and employee willingness to engage in customer‐oriented behavior

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040410542263
Publisher site
See Article on Publisher Site

Abstract

This study examines the relationships among distributive justice, procedural justice, and employee willingness to engage in customer‐oriented behavior. Data collected from 328 employees at eight general hospitals in Korea show that distributive justice does and procedural justice does not directly affect employee willingness to engage in customer‐oriented behavior. Procedural justice does, however, positively affect perceptions of distributive justice.

Journal

Journal of Services MarketingEmerald Publishing

Published: Jun 1, 2004

Keywords: Consumer behaviour; Services marketing; Justice; Republic of Korea

References