Concepedia

Service Justice

Service Justice is a theoretical construct within Frontline Service Management that delineates the fair and equitable treatment of both customers and service employees through the balanced application of procedural, interpersonal, and distributive justice principles in service interactions.

36

Publications

4K

Citations

88

Authors

54

Institutions

Publications per year

2017–2026

13

Parents

Publications

36

The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants

Kau Ah-Keng, Elizabeth Wan‐Yiun Loh · Journal of Services Marketing · 2006 · 501 citations

, , +16

Service fairness: What it is and why it matters

Kathleen Seiders, Leonard L. Berry · Academy of Management Perspectives · 1998 · 420 citations

, , +9

Justice strategy options for increased customer satisfaction in a services recovery setting

Beverley Sparks, Janet R. McColl‐Kennedy · Journal of Business Research · 2001 · 411 citations

, , +16

Perceived justice in service recovery and behavioral intentions: The role of relationship quality

Jooyeon Ha, SooCheong Jang · International Journal of Hospitality Management · 2009 · 323 citations

, , +13

Perceived justice needs and recovery evaluation: a contingency approach

K. Douglas Hoffman, Scott W. Kelley · European Journal of Marketing · 2000 · 294 citations

, , +17

1–5 of 36

Authors

88

  1. NY
    Noel Yee‐Man Siu

    Hong Kong Baptist University, Hong Kong SAR China

    2 publications · 163 citations

    2

    h-index

  2. AS
    Anna S. Mattila

    Pennsylvania State University, United States

    2 publications · 239 citations

    2

    h-index

  3. JZ
    Junfeng Zhang

    Hong Kong Baptist University, Hong Kong SAR China

    2 publications · 163 citations

    2

    h-index

  4. AS
    Ananda Sabil Hussein

    University of Brawijaya, Indonesia

    1 publications · 45 citations

    1

    h-index

  5. JC
    Joan Clifford

    Duke University, United States

    1 publications · 44 citations

    1

    h-index

1–5 of 88

Institutions

54

  1. Pennsylvania State University

    State College, United States

    3 h-index

    4 publications

    511 citations

  2. Purdue University West Lafayette

    West Lafayette, United States

    2 h-index

    5 publications

    757 citations

  3. National Taichung University of Science and Technology

    Taichung, Taiwan

    2 h-index

    3 publications

    589 citations

  4. Hong Kong Baptist University

    Hong Kong, Hong Kong

    2 h-index

    5 publications

    475 citations

  5. Southern Illinois University Carbondale

    Carbondale, United States

    1 h-index

    1 publications

    36 citations

  6. Ohio University

    Athens, United States

    1 h-index

    1 publications

    39 citations

  7. Massey University

    Palmerston North, New Zealand

    1 h-index

    1 publications

    31 citations

  8. The University of Western Australia

    Perth, Australia

    1 h-index

    1 publications

    79 citations

1–8 of 54

Venues

  1. Journal of Services Marketing

    4 publications · 744 citations

    4

    h-index

  2. Services Marketing Quarterly

    4 publications · 143 citations

    4

    h-index

  3. Journal of Service Research

    JSR · 2 publications · 224 citations

    2

    h-index

  4. European Journal of Marketing

    EJM · 2 publications · 375 citations

    2

    h-index

  5. 2

    h-index

1–5