ホンダ　ハワード　モトコ    HONDA Howard Motoko
   本多　ハワード　素子
   所属
人間社会学部 心理学科
 
生活心理研究所 所属教員
 
生活機構研究科 心理学専攻
   職種
准教授
言語種別 日本語
発行・発表の年月 2015/03
形態種別 大学・研究所等紀要
査読 査読あり
標題 苦情対応における対人的公正の効果
執筆形態 共著
掲載誌名 生活心理研究所紀要
巻・号・頁 17,19-26頁
担当範囲 計画、分析、執筆
著者・共著者 本多ハワード素子・竹嶋朝美・富田杏奈・原田れい子・渡邊加緒里
概要 Service recovery from post-purchase complaints is an important issue in the risk management of a firm for avoiding low satisfaction and loss of customers. Much of the service recovery research has set a high value on social justice. We considered that the perception of interpersonal fairness is also very important in complaint situations. We predicted that it would have an effect on the perception of procedural and distributive justice. To investigate the effect of interpersonal fairness in complaint situations, we conducted a scenario experiment. University students (N＝198, 100 women and 98 men) responded to a survey questionnaire after reading scenarios about complaint situations at an electrical goods store. Two independent variables were manipulated
in the scenarios: (1) non-verbal appropriateness and (2) verbal politeness of a customer service person. Results indicated that both independent variables had an effect on the perception of interpersonal fairness. Moreover, the perception of interpersonal fairness had a significant effect on the perception of informational fairness, perception of procedural justice, and the perception of distributive justice.