TITLE:
Distributive Justice and Customer Post-Complaint Behaviour of Fast Food Industry in Rivers State, Nigeria
AUTHORS:
Gibson Chituru Ogonu, N. Gladson Nwokah, Beatrice Chinyere Acee-Eke
KEYWORDS:
Distributive Justice, Customer Post-Complaint Behaviour, Word-of-Mouth, Fast Food Industry, Commitment, Nigeria
JOURNAL NAME:
Journal of Service Science and Management,
Vol.12 No.3,
March
20,
2019
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.