The effects of distributive, procedural, and interactional justice on postcomplaint behavior
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Each is checked against this paper’s own text: does it say what the citing paper says it does?
Manipulating the level of an organizational response is a standard experimental design to trigger justice perceptions.
“Hence, manipulating the level of an organizational response is a standard experimental design to trigger justice perceptions.”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Blodgett, Hill, and Tax 1997
Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494 · see citing works
The Social Psychology of Procedural Justice
Lind, E. A., & Tyler, T. R. (1988) · Critical Issues in Social Justice · doi:10.1007/978-1-4899-2115-4 · Cited by 6,585 · see citing works
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462 · see citing works
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Fornell, C., & Wernerfelt, B. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400401 · Cited by 1,395 · see citing works
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777 · see citing works
Flagged first, then by citations
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Consumer responses to compensation, speed of recovery and apology after a service failure
Wirtz, J., & Mattila, A. S. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410532484 · Cited by 725 · see citing works
Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2006.02.004 · Cited by 525 · see citing works
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
Choi, S., Mattila, A. S., & Bolton, L. E. (2021) · Journal of Service Research · doi:10.1177/1094670520978798 · Cited by 502 · see citing works
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481 · see citing works
Huang, T.-L., & Liao, S. (2015) · Electronic Commerce Research · doi:10.1007/s10660-014-9163-2 · Cited by 476 · see citing works
The Positive and Negative Effects of Switching Costs on Relational Outcomes
Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007) · Journal of Service Research · doi:10.1177/1094670507299382 · Cited by 446 · see citing works
Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts
Mattila, A. S., & Patterson, P. G. (2004) · Journal of Service Research · doi:10.1177/1094670503262947 · Cited by 325 · see citing works
A Penny for Your Thoughts: Referral Reward Programs and Referral Likelihood
Ryu, G., & Feick, L. (2007) · Journal of Marketing · doi:10.1509/jmkg.71.1.084 · Cited by 257 · see citing works
Switching barriers in business‐to‐business services: a qualitative study
Yanamandram, V., & White, L. (2006) · International Journal of Service Industry Management · doi:10.1108/09564230610656980 · Cited by 187 · see citing works
Mattila, A. S., & Mount, D. J. (2003) · International Journal of Hospitality Management · doi:10.1016/s0278-4319(03)00014-8 · Cited by 151 · see citing works
Heo, C. Y., & Lee, S. (2011) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2010.07.002 · Cited by 121 · see citing works
A model of customer retention of dissatisfied business services customers
White, L., & Yanamandram, V. (2007) · Managing Service Quality: An International Journal · doi:10.1108/09604520710744317 · Cited by 99 · see citing works
- Authors
- Blodgett, J. G., Hill, D. J., & Tax, S. S.
- Affiliations
- University of Mississippi (US)
- Bradley University (US)
- University of Victoria (CA)
- ORCID
- Tax, Stephen S.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 1997-06
- Volume
- 73
- Issue
- 2
- Pages
- 185-210
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W2040384293
- Cited by
- 1,394
- References
- 5
- Citations by year
- 2026: 34 · 2025: 29 · 2024: 44 · 2023: 58 · 2022: 64 · 2021: 71 · 2020: 71 · 2019: 53 · 2018: 66 · 2017: 80 · 2016: 75 · 2015: 85 · 2014: 80 · 2013: 72 · 2012: 86
- FWCI
- 9.44
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Retailing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Retail Behavior Studies
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
- Keywords
- distributive justice, procedural justice, interactional justice, customer complaints, customer service encounters, customer treatment
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
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