Journal of Service Science and Management

Volume 12, Issue 3 (April 2019)

ISSN Print: 1940-9893   ISSN Online: 1940-9907

Google-based Impact Factor: 1.25  Citations  h5-index & Ranking

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

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DOI: 10.4236/jssm.2019.123019    781 Downloads   1,234 Views  Citations

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.

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Ogonu, G. , Nwokah, N. and Acee-Eke, B. (2019) Distributive Justice and Customer Post-Complaint Behaviour of Fast Food Industry in Rivers State, Nigeria. Journal of Service Science and Management, 12, 277-292. doi: 10.4236/jssm.2019.123019.

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