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Measuring Consumer Perceptions of Procedural Justice in a Complaint Context
Author(s) -
SAXBY CARL L.,
TAT PETER K.,
JOHANSEN JANE THOMPSON
Publication year - 2000
Publication title -
journal of consumer affairs
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.582
H-Index - 62
eISSN - 1745-6606
pISSN - 0022-0078
DOI - 10.1111/j.1745-6606.2000.tb00091.x
Subject(s) - complaint , economic justice , procedural justice , context (archaeology) , perception , scale (ratio) , psychology , social psychology , marketing , business , political science , law , geography , neuroscience , cartography , archaeology
The idea of procedural justice as perceived by consumers has not been explored in the consumer behavior literature, although there has been some mention of consumer perceptions of fair treatment. This article describes the development of a scale using procedural justice as its theoretic base to measure consumers' perceptions of fair treatment when they complain. Results indicate that consumers make a distinction between the complaint process and the outcome of their complaint, indicating that procedural justice has further research potential. In addition, the proposed scale possesses the psychometric properties of an acceptable scale.