Perceptions of justice and employee willingness to engage in customer‐oriented behavior

This study examines the relationships among distributive justice, procedural justice, and employee willingness to engage in customer‐oriented behavior. Data collected from 328 employees at eight general hospitals in Korea show that distributive justice does and procedural justice does not directly affect employee willingness to engage in customer‐oriented behavior. Procedural justice does, however, positively affect perceptions of distributive justice.

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Year of publication:	2004
Authors:	Kim, Jae‐Young ; Moon, Junyean ; Han, Dongchul ; Tikoo, Surinder
Published in:	Journal of Services Marketing. - Emerald Group Publishing Limited, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 18.2004, 4, p. 267-275
Publisher:	Emerald Group Publishing Limited
Subject:	Consumer behaviour \| Services marketing \| Justice \| Republic of Korea

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876040410542263 [DOI]
Source:	Other ZBW resources

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