The impact of perceived justice on satisfaction and behavioral intentions in service encounters – a comparison and validation study

Purpose: The purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention. Design/methodology/approach: This paper is based on a questionnaire survey with service receivers in the Mexican telecom industry. Findings: There are significant relationships between international/distributive justice and service satisfaction, as well as between service satisfaction and behavioral intention. Research limitations/implications: The research model tested appears not to be context- and time-specific, but valid across contexts and through time. Practical implications: The cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention provide useful insights into service recovery strategies. Originality/value: This paper provides additional empirical substantiations to existing theory and previous studies.