Effect of advance explanations on customer-perceived justice, satisfaction and loyalty enhancement

Jen-Hung Huang, Chia-Yen Lin

Research output: Contribution to journalArticle

Abstract

been widely discussed and used as an economic tool in organizational behavior (e.g., Gilliland, 1994). This concept was applied examining the advance/postexplanation effect with 300 samples in a service industry. The result, based on ANOVA analysis, indicates that the advance explanation effect on enhancing customer-perceived justice, satisfaction and loyalty is powerful and significant (Table 1).

We concluded that it is important that managers of companies should be providing advance explanations to customers to maintain this relationship economically and efficiently. The relationships among justice, satisfaction, and loyalty under two types of explanation (excuse and justification) will be studied in further research.
Original languageEnglish
Pages (from-to)65-66
Number of pages2
JournalSocial Behavior and Personality
Volume36
Issue number1
DOIs
StatePublished - 2008

Keywords

  • customers
  • justice
  • satisfaction
  • loyalty enhancements
  • employee response

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