TITLE:
Procedural Justice and Customer Post-Complaint Behaviour in Fast Food Firms in Port Harcourt, Nigeria
AUTHORS:
Gibson Chituru Ogonu, N. Gladson Nwokah, Beatrice Chinyere Acee-Eke
KEYWORDS:
Procedural Justice, Customer Post-Purchase Complaint Behaviour, Repeat Purchase, Word-of-Mouth, Commitment
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.9 No.2,
February
28,
2019
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.