Customer perceptions of justice in service transactions: the effects of strong and weak ties

Abstract

SummaryThis research used a justice perspective to investigate the effects of outcome favorability, opportunity for voice, and interpersonal treatment in a service context. Results suggest that all three variables in¯uenced customer reactions to bank loan decisions. Weak-tie customers were more sensitive to outcome favorability than strong-tie customers. Strong-tie customers were more sensitive to opportunity for voice than weak-tie customers. Implications for improving customer reactions to service transactions are discussed.

The paradox of tie strength in customer relationships for innovation: a longitudinal case study in the sports industry

“…To corroborate our interpretations and test the robustness and generalizability of our framework (Eisenhardt, ), we compared our findings with available studies on related themes like involvement in organizational change (Beer, ), firm–customer relations (Danneels, ), or cocreation of knowledge in communities (Lee and Cole, ; Sawhney et al., ). Evidence from comparable studies indicated that ties similar to the ones we observed seemed to exist in other forms of change processes (Hansen, ; Holbrook and Kulik, ; Hopkins et al., ). This increased our confidence that our observations reflected more general processes occurring in many companies.…”

Individual Management and Counseling as Moderators in Achieving Career Competencies and Success

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Becoming an undercover police officer: a note on fairness perceptions, behavior, and attitudes

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