Effects of Perceived Justice on the Behavioral Intention of Customers in the Banking Sector

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2020-12-08 DOI:10.1080/15332667.2020.1855069

E. Mainardes, Marinalva Barros da Silva, D. Monte-mor

引用次数: 3

Abstract

Abstract This research verifies whether perceived justice, from customers in the treatment of a complaint, influences satisfaction and generates positive behavioral intention, the trust and affective commitment acting as moderators of the relationship between perceived justice and satisfaction. Data were collected with an questionnaire from 324 bank customers who had made at least one claim against their bank. The perceived justice during the handling of complaints generates satisfaction. Satisfied customers tend to arouse a positive intention, which can generate benefits in terms of loyalty and word of mouth. Increased trust and affective commitment can contribute to greater personalization of banking services.

查看原文本刊更多论文

感知公平对银行业客户行为意向的影响

摘要本研究验证了顾客在处理投诉时的感知正义是否会影响满意度并产生积极的行为意向，信任和情感承诺是感知正义与满意度之间关系的调节因素。数据是通过问卷从324名银行客户那里收集的，这些客户至少对他们的银行提出过一次索赔。在处理投诉过程中感受到的正义感会产生满足感。满意的客户往往会激发积极的意愿，从而在忠诚度和口碑方面产生效益。增加信任和情感承诺可以促进银行服务的个性化。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Journal of Relationship Marketing Business, Management and Accounting-Marketing

CiteScore

10.20

自引率

0.00%

发文量

期刊介绍： The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.