Abbas Ali Hajikarimi; Mohammad Reza Hamidizade; Tayebe Mansoori
Abstract
Current research examines the impact of perceived justice (including distributive justice, procedural justice and interactional justice) on perceived service quality and customer behavioral intentions (including word of mouth, trust and revisit intention).Statistical sample comprises 120 customers of ...
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Current research examines the impact of perceived justice (including distributive justice, procedural justice and interactional justice) on perceived service quality and customer behavioral intentions (including word of mouth, trust and revisit intention).Statistical sample comprises 120 customers of Iran Insurance Company in Shiraz holding automobile insurance and have record of visiting the company to receive compensation. We have used correlation coefficient and linear regression analysis (by means of SPSS) to evaluate results of conceptual model. The results indicate that procedural justice and distributive justice can affect perceived quality. Since distributive justice and procedural justice have significant effects on trust, word of mouth (WOM), and revisit intention through perceived quality, perceived quality was found to be an important mediating variable. The effect of procedural justice on customer perceived quality was stronger than that of distributive justice. In addition, the mediate role of trust between perceived service quality and WOM/revisit intention is substantial.
Farajollah Rahimi; Abbasali HajiKarimi
Abstract
Abstract
This study aims to explore the impact of human resources investment on competitive advantage that incorporates human capital as a mediator variable. For this purpose a questionnaire was designed to collect data of the research variables. Validity and reliability of measurement instruments ...
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Abstract
This study aims to explore the impact of human resources investment on competitive advantage that incorporates human capital as a mediator variable. For this purpose a questionnaire was designed to collect data of the research variables. Validity and reliability of measurement instruments was obtained using confirmatory factor analysis. Questionnaire was then distributed among a sample comprised of 300 managers of pharmaceutical companies. Descriptive and structural equation model techniques were used to analyze collected data. Statistical analysis of collected data resulted in acceptance of all research hypotheses, and significant relationships among research variables were also observed. Based on the outcomes, from two components of human resource investment (internal and external), investment in human resources from external sources will explain further human capital variables in the level of organization and competitive advantage. Moreover, components of human capital in organizations, with relatively high correlation appeared to be good predictable of competitive advantage.