American Journal of Industrial and Business Management

Volume 9, Issue 2 (February 2019)

ISSN Print: 2164-5167   ISSN Online: 2164-5175

Google-based Impact Factor: 1.43  Citations  h5-index & Ranking

Procedural Justice and Customer Post-Complaint Behaviour in Fast Food Firms in Port Harcourt, Nigeria

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DOI: 10.4236/ajibm.2019.92026    360 Downloads   740 Views  

ABSTRACT

The study examined the effects of procedural justice on customer post complaint Behaviour. This paper is imperative as any customer dissatisfied and lost becomes a convert to the competitors, thereby reducing the company’s revenue. Data were drawn through questionnaire from 200 employees of fast food firms in Rivers State. Descriptive and inferential statistics were utilized in analyzing the data. The study found that procedural justice is not positively related to repeat purchase, word of mouth and commitment. The study therefore concluded that effective and efficient service delivery anchored on sound grasp of customers’ needs matched with appropriate distributive justice will enhance good post complaint behaviour. We recommend that fast food business should adopt policies such as robust customer collaborative, market intelligence as a means of reassuring customers of super value proposition in their service delivery.

Cite this paper

Chituru Ogonu, G. , Gladson Nwokah, N. and Chinyere Acee-Eke, B. (2019) Procedural Justice and Customer Post-Complaint Behaviour in Fast Food Firms in Port Harcourt, Nigeria. American Journal of Industrial and Business Management, 9, 385-402. doi: 10.4236/ajibm.2019.92026.

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