Distributive Justice and Customer Post-Complaint Behaviour of Fast Food Industry in Rivers State, Nigeria

Abstract

The study examined the effect of distributive justice on customer post-complaint behaviour. The need for this study has become very demanding because a dissatisfied customer will imply that the company runs risk of operating at reduced state of future revenue stream accruable to the focal company. Data were drawn through questionnaire from 200 employees of 66 fast food firms in Rivers State. Descriptive and inferential statistics were utilized in analysing the data. The study found that distributive justice has a positive and significant relationship with customer post-complaint behaviour. In view of the above findings, the study concludes that customers who experience dissatisfaction will be willing to enact positive post-complaint behaviours if the firm addresses their issues satisfactorily; and recommend amongst others that management of fast food firms should be key in effective distributive justice in order to drive customers towards positive post-complaint behaviour.

Enhancing Academic Staff Service Delivery through the Workplace-Context Related Variables in Southwest Nigerian Universities

“…In a similar vein, Jones (2013) opined that interpersonal discrimination correlates with increased incidents of physical health issues, which results in less engagement with the job by the employees. Good service delivery provides clients with an increase in value (Ogonu, 2020). The observed ineffectiveness of academic staff service delivery may not be unconnected with the poor workplace context variables.…”

“…Observation shows that academic staffs are not driving in their paramount interest towards the delivery of their general roles. Ogonu (2020) observed that most institutions and organizations strive to improve the quality of service and performance of their products and service could be to ensure a firm and stable work environment. The researcher observed that some lecturers seem not to be making efforts to provide adequate input in terms of teaching, research and community services.…”