The DOI matches its Crossref record; 63 of the 63 references it cites were found in a registry or an index.
Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling
Abstract
Employing elements of organizational theory and service recovery research, the authors examine how employees’ perceptions of shared values and organizational justice can stimulate customer-directed extra-role behaviors when handling complaints. They also investigate how these extra-role behaviors affect customers’ perceptions of justice, satisfaction, word of mouth, and purchase intent. The authors capture and match employee and customer perceptions regarding the relevant constructs following a complaint and recovery experience. The results indicate that employees’ perceptions of shared values and organizational justice affect customer-directed extra-role behaviors. Furthermore, the authors find that extra-role behaviors have significant effects on customers’ perceptions of justice and that these behaviors mediate the effects of shared values and organizational justice on customer justice perceptions. Their study reveals that customer ratings of justice affect the customer outcomes of satisfaction with recovery, overall firm satisfaction, purchase intent, and word of mouth. Finally, the authors show that customers’ perceptions of justice mediate the effects that extra-role behaviors have on customer outcomes.
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Cited by
Common methods variance detection in business research
Fuller, C. M., Simmering, M. J., Atinc, G., Atinc, Y., & Babin, B. J. (2016) · Journal of Business Research · doi:10.1016/j.jbusres.2015.12.008 · Cited by 3,519
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Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators
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Antecedents and outcomes of abusive supervision: test of a trickle-down model.
Aryee, S., Chen, Z. X., Sun, L.-Y., & Debrah, Y. A. (2007) · Journal of Applied Psychology · doi:10.1037/0021-9010.92.1.191 · Cited by 914
Metadata
- Authors
- Maxham, J. G., & Netemeyer, R. G.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2003-01
- Volume
- 67
- Issue
- 1
- Pages
- 46-62
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W1997869247
- Cited by
- 647
- References
- 63
- FWCI
- 20.34
- Type
- journal article
- Language
- en
- Open access
- closed
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- Maxham, J. G., & Netemeyer, R. G. (2003). Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling. Journal of Marketing. https://doi.org/10.1509/jmkg.67.1.46.18591
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
