Browse > Article
http://dx.doi.org/10.22156/CS4SMB.2018.8.1.265

Effects of Customers' Perceived Service Justice in Membership Discount on Customer's Satisfaction and Relationship Quality in Deluxe Hotel  

Park, Jeong-Joon (Department of Hotel Culinary Arts, Nambu University)
Publication Information
Journal of Convergence for Information Technology / v.8, no.1, 2018 , pp. 265-274 More about this Journal
Abstract
This paper examines the critical role of customers' perceived service justice in relationship hotel marketing and service. Three types of service justice, distributive justice, procedural justice, and interactional justice are proposed to affect both customer satisfaction and trust, and customer service satisfaction is likely to take effects on relationship quality variables, trust and commitment. Empirical results, based on data from 250 customers of two membership discount deluxe hotel in Seoul, showed satisfactory data-fitness to the proposed model and supported seven research hypotheses. Interactional justice was found to have significant relationship with both trust and customer satisfaction, while distributive justice had significant relationship with trust and procedural justice with customer satisfaction. Also, the customer satisfaction had strong relationship with core variables of relationship quality (trust and commitment) and the trust variable was found to be a powerful antecedent leading to customer's commitment to service organization.
Keywords
Service Justices; Relationship Quality; Trust; Commitment; Customer Satisfaction; Hotel Service;
Citations & Related Records
연도 인용수 순위
  • Reference
1 R. J. Bies & D. L. Shapiro. (1987). Interactional Fairness Judgments: The Influence of Causal Accounts. Social Justice Research. 1, 199-218. DOI : 10.1007/bf01048016   DOI
2 J. M. Bitner. (1995). Building Service Relatonships: It's All About Promises. Journal of the Academy of Marketing Science. 23, 246-251.   DOI
3 M. J. Bitner, B. H. Booms & M. S. Tetreault. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable incidents. Journal of Marketing. 54, 71-84. DOI : 10.2307/1252174   DOI
4 J. G. Blodgett, D. H. Granbois & R. G. Walters. (1993). The Effects of Perceived Justice on Complainants' Negative Word of mouth Behavior and Repatronage Intentions. Journal of Retailing. 69(4), 399-428. DOI : 10.1016/0022-4359(93)90015-b   DOI
5 D. E. Bowen, S. W. Gilliland & R. Folger. (1999). HRM and Service Fairness: How Being Fair with Employees Spills over to Customers. Organizational Dynamics, 27(3), 7-23. DOI : 10.1016/s0090-2616(99)90018-9   DOI
6 P. W. Thayer. (1994). Justice in the workplace: Approaching fairness in human resource management. Personnel Psychology, 47(1), 201. DOI : 10.5860/choice.31-0398
7 C. E. Clemmer & S Benjamin. (1996). Fair Service, Advances in Services Marketing and Management, 5. Greenwich, CT: JAI Press.
8 L. A. Crosby, K. R. Evans & D. Cowles. (1990). Relationship Quality in Services Selling: An Interpersonal Influence Perspective. Journal of Marketing, 54, 64-81. DOI : 10.2307/1251817
9 A. J. Czepiel. (1990). Services Encounters and Service Relationships: Implications for Reserch. Journal of Business Research. 20, 13-21. DOI : 10.4135/9781452231327.n25   DOI
10 F. R. Dwyer, H. P. Schur & S. Oh. (1987). Developing Buyer and Seller Relationships. Journal of Marketing, 51, 11-27.   DOI
11 P. R. Fisk. (1981). Postchoice Evaluation: An Equity Theory Analysis of Consumer Satisfaction/Dissatisfaction with Service Choice.
12 S. V. Folkes. (1984). Consumer Reactions to Product Failures: An Attributional Approach. Journal of Consumer Research, 10, 398-409. DOI : 10.1086/208978   DOI
13 C. Fornell. (1992). A National Customer Satisfaction Barometer: The Swedish Esperience. Journal of marketing, 56, 6-21. DOI : 10.2307/1252129   DOI
14 C. Fornell & D. F. Larcker. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50. DOI : 10.2307/3150979
15 S. Ganeson. (1994). Determinants of Long-term Orientation in Buyer-Seller Relationships. Journal of Marketing, 58, 1-19. DOI : 10.2307/1252265
16 E. Garbarino & S. M. Johnson. (1999). The Different Roles of Satisfaction, Trust & Commitment in Customer Relationships. Journal of Marketing. 63, 70-87. DOI : 10.2307/1251946   DOI
17 C. Goodwin & R. Ivan. (1992). Consumer Responses to Service Failures: Influence of Procedural and Interractional Fairness Perceptions. Journal of Business Research. 25(2), 146-163. DOI : 10.1016/0148-2963(92)90014-3
18 C. Gronroos. (1990). Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface. Journal of Business Research, 20, 3-11. DOI : 10.1016/0148-2963(90)90037-e   DOI
19 W. S. Kelley & M. A. Davis. (1994). Antecedents to Customer Expectations for Service Recovery. Journal of the Academy of Marketing Science, 22, 52-61. DOI : 10.1177/0092070394221005   DOI
20 Scott W. Kelley, K. D. Hoffman, M. A. Davis. (1993). A Typology of Retail Failures and Recoveries. Journal of Retailing, 69, 429-452.   DOI
21 R. M. Morgan & S. D. Hunt. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of marketing, 58, 20-38. DOI : 10.2307/1252308
22 I. N. Bloomington. (1994). Indiana University. Center for Innovation in Teaching the.
23 L. R. Oliver & J. E. Swan. (1989). Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach. Journal of Marketing, 53, 21-35. DOI : 10.2307/1251411
24 Rousseau, M. Denies. (1995). Psychological Contracts in Organization: Understanding Written and Unwritten Agreements, Thousand Oaks, CA:Sage p.67.
25 Smith, K. Amy, N. Ruth, Bolton & Janet Wagner. (1999). A Model of Customer Satisfaction with Service Encounters involving Failure and Recovery. Journal of Marketing Research. 36, 356-372.   DOI
26 Swan, E. John, C. Jesse, Sawyer, G. Joseph, Van Matre & W. Gail, McGee. (1985). Deeping the Understanding of Hospital Patient Satisfaction: Fulfillment and Equity Effects. Journal of Health Care Marketing, 5, 7-18.
27 Tax, S. Stephen, W. Stephen, Brown & Murali Chandrashekran. (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing. 62, 60-76.   DOI
28 Taylor, Shirey. (1994). Waiting for Service: The Relationship Between Delays and Evaluations of Services. Journal of Marketing. 58, 56-69.
29 W. L. Ulrich. (1984). HRM and Culture: History Ritual and Myth, Human Resource M\anagement, 23, 117-128.   DOI
30 S. Alexander & M. Ruderman. (1987). They Role of Procedural and Distributive Justice in Organizational Behavior. Social Justice Research. 1, 177-198. DOI : 10.1007/bf01048015   DOI
31 E. W. Anderson, C. Fornell & D. R. Lehmann. (1994). Customer Satisfaction, Market Share and Profitability, Findings from Sweden. Journal of Marketing. 58, 53-66. DOI : 10.2307/1252310
32 J. C. Anderson & W. D. Gerbing. (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin. 103(3), 411-423. DOI : 10.1037//0033-2909.103.3.411   DOI
33 E. Anderson & B. Weitz. (1992). The Use of Pledges to Build and Sustain Commitment in Distribution Channels. Journal of Marketing Research, 29, 18-35. DOI : 10.2307/3172490   DOI
34 R. P. Bagozzi & Y. Yi. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science. 16, 74-94. DOI : 10.1080/10705511003659318   DOI
35 L. L. Berry. (1995). Relationship Marketing of Services-Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science. 23, 236-245. DOI : 10.4135/9781452231310.n6   DOI
36 L. A. Bettencourt. (1997). Customer Voluntary Performance: Customer as Partners in Service Delivery. Journal of Retailing. 73(3), 383-406. DOI : 10.1016/s0022-4359(97)90024-5   DOI