Abstract |
Previous theory and research on voice and justice judgments emphasizes voice opportunity, rather than actual voice behavior. In this research, we integrate research on voice behavior and justice judgments to show how each can inform the other stream of research. We develop and test a model of how interpersonal justice links customer voice behavior with more distal service outcomes, including personal repatronage and patronage by others. We examine this model in a captive intensive service relationship context (cruise ship travel), using data collected from passengers across three points in time. Results generally support the model and demonstrate the consistent and persistent effects of customer voice and interpersonal justice. We discuss theoretical and practical implications of examining voice behavior and justice judgments in a variety of service relationships.
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