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 of Services Marketing – Emerald Publishing
Published: Jun 1, 2004
Keywords: Consumer behaviour; Services marketing; Justice; Republic of Korea