نوع مقاله : مقالات
نویسندگان
چکیده
تحقیق حاضر به بررسی تاثیر عدالت ادراک شده (شامل عدالت توزیعی، رویه ای و تعاملی) بر کیفیت خدمات ادراک شده و تمایلات رفتاری مشتری (اعتماد، تبلیغات شفاهی و تمایل به بازگشت به شرکت) می پردازد. نمونه آماری تحقیق را 120 نفر از مشتریان شرکت بیمه ایران در شهر شیراز، که دارای بیمه اتومبیل بوده و برای دریافت خسارت به شرکت مراجعه کرده اند تشکیل می دهد. به منظور آزمون مدل مفهومی تحقیق از رویکرد همبستگی و تحلیل رگرسیون خطی(به وسیله نرم افزار SPSS ) استفاده کرده ایم. نتایج نشان می دهند که عدالت رویه ای و عدالت توزیعی بر کیفیت خدمات ادراک شده تاثیرگذارند. از آنجا که عدالت توزیعی و عدالت رویه ای بر اعتماد، تبلیغات شفاهی و تمایل به بازگشت، از طریق کیفیت ادراک شده تاثیرات برجسته ای می گذارند، کیفیت ادراک شده به عنوان یک متغیر میانجی مهم شناسایی شد. تاثیر عدالت رویه ای بر کیفیت ادراک شده مشتری، قوی تر از تاثیر عدالت توزیعی است. علاوه بر این، نقش میانجی گری اعتماد بین کیفیت خدمات ادراک شده و تبلیغات شفاهی/تمایل به بازگشت، قابل توجه است.
کلیدواژه‌ها
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- Aurier, P., & Siadou-Martin, B. (2007). Perceived justice and consumption experience evaluations. International Journal of Service Industry Management, 18(5), 450-471.
- Azimidizaj, M. (2009). Reviewing the effects of perceived quality, satisfaction and perceived worth on repurchase and positive word of mouth (Case Study of Tejarat Bank), Thesis of Shahid Beheshti University. (in Persian)
- Callaway, P. L. (2006). The Relationship between organizational trust and job satisfaction: An analysis in the U.S. Federal Work Force, Dissertation.com, Boca Raton, Florida, U.S.A, from http://www.dissertation.com/book.php?book=1581123523&method=ISBN.
- Del Río-Lanza, A.; Vázquez-Casielles, R., & Díaz-Martín, A. (2009). Satisfaction with service recovery: Perceived justice and emotional responses, Journal of Business Research, 62(8), 775–781.
- Ghaffari Ashtiani, P. (2006). Word of mouth: third millennium paradigm, Tadbir Journal, 16(166). (in Persian)
Kim, T.; Kim, W., & Kim, H. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels, Journal of Tourism Management, 30(1), 51-62.
- Kimasi, M. (2004). Assessing service quality of Mellat Bank using service quality scale model, Thesis of Tehran University (in Persian).
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- Aurier, P., & Siadou-Martin, B. (2007). Perceived justice and consumption experience evaluations. International Journal of Service Industry Management, 18(5), 450-471.
- Azimidizaj, M. (2009). Reviewing the effects of perceived quality, satisfaction and perceived worth on repurchase and positive word of mouth (Case Study of Tejarat Bank), Thesis of Shahid Beheshti University. (in Persian)
- Callaway, P. L. (2006). The Relationship between organizational trust and job satisfaction: An analysis in the U.S. Federal Work Force, Dissertation.com, Boca Raton, Florida, U.S.A, from http://www.dissertation.com/book.php?book=1581123523&method=ISBN.
- Del Río-Lanza, A.; Vázquez-Casielles, R., & Díaz-Martín, A. (2009). Satisfaction with service recovery: Perceived justice and emotional responses, Journal of Business Research, 62(8), 775–781.
- Ghaffari Ashtiani, P. (2006). Word of mouth: third millennium paradigm, Tadbir Journal, 16(166). (in Persian)
Kim, T.; Kim, W., & Kim, H. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels, Journal of Tourism Management, 30(1), 51-62.
- Kimasi, M. (2004). Assessing service quality of Mellat Bank using service quality scale model, Thesis of Tehran University (in Persian).
- Laka-Mathebula, M. R. (2004). Modelling the relationship between organizational commitment, leadership style, human resources management practices and organizational trust, from http://upetd.up.ac.za/thesis/available/etd-07062004112817/unrestricted /00 thesis .pdf
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- DeConinck, J. B. (2010). The effect of organizational justice, perceived organizational support, and perceived supervisor support on marketing employees' level of trust, Journal of Business Research, 63(12), 1349-1355.
- Keh, H. T., & Xie, Y. (2009). Corporate reputation and customer behavioral intentions: the roles of trust, identification and commitment, Industrial Marketing Management, 38(7), 732-742.
- Lambert, E. G.; Hogan, N. L., & Griffin, M. L. (2007). The impact of distributive and procedural justice on correctional staff job stress, job satisfaction, and organizational commitment, Journal of Criminal Justice, 35(6), 644-656.
- Ghaffari Ashtiani, P. (2006). Word of mouth: the paradigm of third millennium, Journal of Tadbir, 16(166). (in Persian)
- Lee, J-H.; Kim, H. D.; Ko, Y., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: a gender segmentation strategy, Sport Management Review, 14(1), 54-63.
- Han, H.; Back, K. J., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers, International Journal of Hospitality Management, 28(4), 563-572.
- He, G., & Jun, L. (2009). Study of the relationship between service quality, customer satisfaction and behavior intention, Paper presented at international conference on E-product, E-service and E-entertainment (ICEEE), 1-4.
- Hosseinzade, A., & Naseri, M. (2007). Organizational justice, Tadbir Journal, 190. (in Persian)
- Johnson, R.; Selenta, Ch., & Lord, R. G. (2006). When organizational justice and the self-concept meet: consequences for the organization and its members, Organizational Behavior and Human Decision Processes, 99(2), 175–201.
- Lee, J-H.; Kim, H-D.; Ko, Y., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: a gender segmentation strategy, Sport Management Review, 14(1), 54-63.
- Lovelock, Ch. H., & Wright, L. (2001). Principles of service marketing and management (2nd Ed,), Sydney: Prentice Hall.
- Maxham III, J. G. (2001). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions, Journal of Business Research, 54(1), 11-24.
- Nakhai . B., & Neves, J. S. (2009). The challenges of six sigma in improving service quality, journal of reliability Management, 26(7), 663-684.
- Derlund, M. S., & Rosengren, S. (2007). Receiving word-of-mouth from the service customer: an emotion-based effectiveness assessment, Journal of Retailing and Consumer Services, 14(2), 123-136.
- DeConinck, J. B. (2010). The effect of organizational justice, perceived organizational support, and perceived supervisor support on marketing employees' level of trust, Journal of Business Research, 63(12), 1349-1355.
- Keh, H. T., & Xie, Y. (2009). Corporate reputation and customer behavioral intentions: the roles of trust, identification and commitment, Industrial Marketing Management, 38(7), 732-742.
- Lambert, E. G.; Hogan, N. L., & Griffin, M. L. (2007). The impact of distributive and procedural justice on correctional staff job stress, job satisfaction, and organizational commitment, Journal of Criminal Justice, 35(6), 644-656.
- Ghaffari Ashtiani, P. (2006). Word of mouth: the paradigm of third millennium, Journal of Tadbir, 16(166). (in Persian)
- Lee, J-H.; Kim, H. D.; Ko, Y., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: a gender segmentation strategy, Sport Management Review, 14(1), 54-63.
- Han, H.; Back, K. J., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers, International Journal of Hospitality Management, 28(4), 563-572.
- He, G., & Jun, L. (2009). Study of the relationship between service quality, customer satisfaction and behavior intention, Paper presented at international conference on E-product, E-service and E-entertainment (ICEEE), 1-4.
- Hosseinzade, A., & Naseri, M. (2007). Organizational justice, Tadbir Journal, 190. (in Persian)
- Johnson, R.; Selenta, Ch., & Lord, R. G. (2006). When organizational justice and the self-concept meet: consequences for the organization and its members, Organizational Behavior and Human Decision Processes, 99(2), 175–201.
- Lee, J-H.; Kim, H-D.; Ko, Y., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: a gender segmentation strategy, Sport Management Review, 14(1), 54-63.
- Lovelock, Ch. H., & Wright, L. (2001). Principles of service marketing and management (2nd Ed,), Sydney: Prentice Hall.
- Maxham III, J. G. (2001). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions, Journal of Business Research, 54(1), 11-24.
- Nakhai . B., & Neves, J. S. (2009). The challenges of six sigma in improving service quality, journal of reliability Management, 26(7), 663-684.
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- Zarandi, S., & Abedi Jafari, A. (2009). Reviewing trust concept in electronic city, Paper presented at the second international conference of municipality. (in Persian)
- Wiley, J. (2004). Customer relationships: basic building blocks of IDIC and trust, managing customer relationships, a clarson marketing group company, New York: 64-85.
- Yi, Y., & Gong, T. (2008). The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior, Industrial Marketing Management, 37(7), 767-783.
- Zarandi, S., & Abedi Jafari, A. (2009). Reviewing trust concept in electronic city, Paper presented at the second international conference of municipality. (in Persian)
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