search query: @author Kulik, C. T. / total: 9
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| Author: | Holbrook, R. L. Jr. Kulik, C. T. |
| Title: | Customer perceptions of justice in service transactions: the effects of strong and weak ties |
| Journal: | Journal of Organizational Behavior
2001 : NOV, VOL. 22:7, p. 743-757 |
| Index terms: | CUSTOMERS PERCEPTION SERVICE |
| Language: | eng |
| Abstract: | This research used a justice perspective to investigate the effects of three factors, outcome favorability, opportunity for voice, and interpersonal treatment, in a service context. Results suggest that all three variables influenced customer reactions to bank loan decisions. Weak-tie customers were more sensitive to outcome favorability than strong-tie customers. Strong-tie customers were more sensitive to opportunity for voice than weak-tie customers. Implications for improving customer reactions to service transactions are discussed. |
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