Understanding procedural justice and its impact on business organizations
MA Konovsky - Journal of management, 2000 - Elsevier
This paper reviews the procedural justice literature published since 1990. The distinction
between procedural justice and distributive justice, with few exceptions, is well accepted in …
between procedural justice and distributive justice, with few exceptions, is well accepted in …
The climate for service: A review of the construct with implications for achieving CLV goals
B Schneider, WH Macey, SA Young - Customer Lifetime Value, 2013 - taylorfrancis.com
We develop a framework in which internal employees diagnoses of their firm's service
climate determine their role behavior towards customers and, ultimately, customer …
climate determine their role behavior towards customers and, ultimately, customer …
Houston, we have a problem!: The use of ChatGPT in responding to customer complaints
This study aims to explore the use of ChatGPT-4 in generating management responses to
customer reviews or complaints posted on Tripadvisor. Customer reviews and management …
customer reviews or complaints posted on Tripadvisor. Customer reviews and management …
Predicción del rendimiento laboral a partir de indicadores de motivación, personalidad y percepción de factores psicosociales
MAJ Díaz - 2009 - dialnet.unirioja.es
En la actualidad, el trabajo ocupa una parte fundamental de la vida de millones de
personas. La mayoría pasamos más horas en nuestros respectivos lugares de trabajo que …
personas. La mayoría pasamos más horas en nuestros respectivos lugares de trabajo que …
Understanding HRM–firm performance linkages: The role of the “strength” of the HRM system
DE Bowen, C Ostroff - Academy of management review, 2004 - journals.aom.org
Theory building has lagged on the intermediate linkages responsible for the relationship
between HRM and firm performance. We introduce the construct “strength of the HRM …
between HRM and firm performance. We introduce the construct “strength of the HRM …
The management of organizational justice
R Cropanzano, DE Bowen… - Academy of management …, 2007 - journals.aom.org
Executive Overview Organizational justice has the potential to create powerful benefits for
organizations and employees alike. These include greater trust and commitment, improved …
organizations and employees alike. These include greater trust and commitment, improved …
A service climate synthesis and future research agenda
DE Bowen, B Schneider - Journal of service research, 2014 - journals.sagepub.com
Theory and research on service climate are synthesized, and an extensive agenda for future
research is proposed. The service climate construct is first differentiated from conceptually …
research is proposed. The service climate construct is first differentiated from conceptually …
Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent
This paper proposes a model of the effects of perceived justice on customer satisfaction and
intent following a service or product failure and a recovery attempt. We tested the model …
intent following a service or product failure and a recovery attempt. We tested the model …
Customer betrayal and retaliation: when your best customers become your worst enemies
After a service failure and a poor recovery, what leads loyal customers to try to punish a firm
even if there is no material gain for doing so? We propose and test a justice-based model …
even if there is no material gain for doing so? We propose and test a justice-based model …
The effect of management commitment to service quality on employees' affective and performance outcomes
A service recovery performance model is proposed and tested with data from frontline bank
employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude …
employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude …