Aguila -Rojas, Ósca ; Fandos-He e a, Ca mina; Pé ez-Rueda, Al edo
A icle
The impo ance o social compa ison in pe cei ed jus ice
du ing he se ice eco e y p ocess
Eu opean Jou nal o Managemen and Business Economics (EJM&BE)
P o ided in Coope a ion wi h:
Eu opean Academy o Managemen and Business Economics (AEDEM), Vigo (Pon e ed a)
Sugges ed Ci a ion: Aguila -Rojas, Ósca ; Fandos-He e a, Ca mina; Pé ez-Rueda, Al edo (2024) : The
impo ance o social compa ison in pe cei ed jus ice du ing he se ice eco e y p ocess, Eu opean
Jou nal o Managemen and Business Economics (EJM&BE), ISSN 2444-8451, Eme ald, Leeds, Vol.
33, Iss. 4, pp. 488-504,
h ps://doi.o g/10.1108/EJMBE-02-2023-0056
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The impo ance o social
compa ison in pe cei ed jus ice
du ing he se ice eco e y p ocess
Osca Aguila -Rojas
Business Managemen School, Uni e si y o Cos a Rica,
San Jos
e, Cos a Rica
Ca mina Fandos-He e a
Depa men o Ma ke ing Managemen and Ma ke ing Resea ch,
Uni e si y o Za agoza, Za agoza, Spain, and
Al edo P
e ez-Rueda
Depa men o Business Managemen , Uni e si y o Za agoza, Za agoza, Spain
Abs ac
Pu pose –This s udy aims o analyse how consume s’pe cep ions o jus ice in a se ice eco e y scena io a y, no
only due o he company’s ac ions bu also due o he compa isons hey make wi h he expe iences o o he consume s.
Design/me hodology/app oach –Based on jus ice heo y, social compa ison heo y and e e en cogni ions
heo y, his s udy desc ibes an eigh -scena io expe imen wi h be e o wo se in e ac ional, p ocedu al and
dis ibu i e jus ice (be e /wo se in e ac ional jus ice gi en o o he consume s) 32 (be e /wo se p ocedu al
jus ice gi en o o he consume s) 32 (be e /wo se dis ibu i e jus ice gi en o o he consume s).
Findings –Fi s , consume s’pe cep ions o in e ac ional, p ocedu al and dis ibu i e jus ice a y based on
he compa isons hey d aw wi h o he consume s’expe iences. Second, he esul s con i med ha in e ac ional
jus ice has a mode a ing e ec on p ocedu al jus ice, whe eas p ocedu al jus ice does no signi ican ly
mode a e dis ibu i e jus ice.
O iginali y/ alue –Fi s , based on jus ice heo y, social compa ison heo y and e e en cogni ions heo y,
we ocus on he in luence o he ea men ecei ed by o he consume s on he consume ’s pe cei ed jus ice in
he same se ice eco e y si ua ion. Second, i is p oposed ha he h ee jus ice dimensions ollow a de ined
sequence h ough he se ice eco e y phases. Thi d, o he bes o he au ho s’knowledge, his s udy is he
i s o p opose a mul is age model in which some jus ice dimensions in luence o he jus ice dimensions.
Keywo ds Se ice ailu e, Se ice eco e y, Jus ice heo y, Consume compa ison, Social compa ison heo y,
Re e en cogni ions heo y, Ai line companies
Pape ype Resea ch pape
In oduc ion
The ie ce compe i ion in he se ice sec o and high a es o cus ome loss a e se ice ailu es
ha einc eased he a en ion paid o se ice eco e y as a means o e aining cus ome s (La and
EJMBE
33,4
488
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Recei ed 28 Feb ua y 2023
Re ised 21 Oc obe 2023
30 No embe 2023
Accep ed 15 Feb ua y 2024
Eu opean Jou nal o Managemen
and Business Economics
Vol. 33 No. 4, 2024
pp. 488-504
Eme ald Publishing Limi ed
e-ISSN: 2444-8494
p-ISSN: 2444-8451
DOI 10.1108/EJMBE-02-2023-0056
Choi, 2019;S
anchez-Ga c
ıa and Cu as-Pe ez, 2020). Se ice ailu e a ises in si ua ions whe e
businesses do no mee hei cus ome s’expec a ions (Sim~
oes-Coelho e al.,2023). This will
happen, soone o la e , o en wi h e y nega i e esul s (La and Choi, 2019). When a se ice
ailu e occu s, he p obabili y o losing he cus ome is high, and he epu a ion o he company
may be se iously a ec ed (G
egoi e e al.,2018). Speci ically, 86% o consume s lea e b ands
hey we e once loyal o a e only wo o h ee bad cus ome se ice expe iences, 63% lea e
because o poo cus ome expe ience and 49% s a ed ha , du ing he p e ious 12 mon hs, hey
had le a company hey had been loyal o o ha eason (Empli i, 2022). The cos o poo
cus ome se ice anges om $75 billion o $1.6 illion pe yea (McCain, 2023). To comba his
si ua ion companies ha e de eloped se ice eco e y s a egies o es o e cus ome
sa is ac ion, mainly h ough p ocess- ela ed ea men s (e.g. explana ions) and mone a y
compensa ion (Ahmad e al.,2023). P e ious s udies ha e shown ha , when cus ome s a e
compensa ed o se ice ailu es by ecei ing se ice be e han hey expec ed, hey usually
a e hei sa is ac ion wi h companies and hei se ices highe han p io o he ailu e (Cheng
e al., 2015). One o he mos common se ice ailu e esea ch pe spec i es is he e alua ion o
cus ome s’ esponses o ailu es based on hei pe cep ions o he jus ice hey ecei e (La and
Choi, 2019). Jus ice heo y p oposes ha cus ome s’sa is ac ion inc eases when hey expe ience
“ ai ” eco e y (G
egoi e e al.,2018). Howe e , some s udies ha e sugges ed ha cus ome s can
a ec one ano he in a se ice eco e y scena io (Alb ech e al., 2019), because hey a e social
compa e s (Ludwig e al.,2017). Social compa ison esea ch has a oused special in e es in he
social sciences since She i (1936) showed ha wo people acing he same si ua ion de elop a
poin o e e ence h ough a p ocess o mu ual social in luence (Buunk and Gibbons, 2007).
Howe e , ela i ely li le esea ch has examined how consume s pe cei e he ou come o
sys em eco e y p ocesses when hey compa e hei expe iences wi h hose o o he consume s
(Boni ield and Cole, 2008;Chen e al.,2023).
This s udy makes h ee con ibu ions. Based on jus ice heo y (Rawls, 1971), social
compa ison heo y (Fes inge , 1954) and e e en cogni ions heo y (Folge , 1986), we
examine he in luence o he ea men ecei ed by o he consume s on he consume ’s
pe cei ed jus ice in he same se ice eco e y si ua ion. Second, i is p oposed ha he h ee
jus ice dimensions ollow a de ined sequence du ing he se ice eco e y phases (Mu phy
e al., 2015). Thi d, o he bes o he au ho s’knowledge, his s udy is he i s o p opose a
mul is age model in which some jus ice dimensions in luence o he jus ice dimensions.
Theo e ical backg ound and hypo heses de elopmen
Pe cei ed jus ice
Kelley and Da is (1994) de ined se ice eco e y as he p ocess by which i ms a emp o
ec i y a se ice deli e y ailu e. Se ice eco e y includes all he ac i i ies/ esponses ha
se ice p o ide s pe o m/make o epai losses expe ienced by cus ome s (G €
on oos, 1998).
Se ice esea ch has adop ed jus ice heo y as he dominan heo e ical amewo k (Huang,
2011). Jus ice has been said o be ela ed o e alua ions, based on mo al c i e ia, o how he
indi idual is ea ed by o he s (pe sons and en i ies) (Fu by, 1986). Tax e al. (1998) p oposed
ha pe cei ed jus ice is a complex, i-dimensional concep (in e ac ional, p ocedu al and
dis ibu i e jus ice). In e ac ional jus ice ela es o how he consume is ea ed du ing a
complain s p ocess and includes elemen s such as he cou esy and kindness exhibi ed by
company s a , empa hy pe cei ed, e o s made o esol e and willingness o p o ide
easons o he ailu e, o example, by an ai line when a ligh is cancelled (Schoe e and
Ennew, 2005). P ocedu al jus ice, as he e m sugges s, ela es o he pe cei ed ai ness o he
p ocesses applied by he company o eco e he ailu e. I includes aspec s such as delays in
he p ocessing o he complain , esponse ime o he complain and he company’s lexibili y
in adap ing o he consume ’s needs (Blodge e al., 1997). Dis ibu i e jus ice is he deg ee o
Social
compa ison in
pe cei ed
jus ice
489
which consume s eel hey ha e been ea ed ai ly, speci ically, wha economic
compensa ion he company o e s o he ailu e. Dis ibu i e jus ice may esul in e unds,
discoun s o o he o ms o compensa ion (Maxham and Ne emeye , 2002).
The p e ious li e a u e has ound ha pe cei ed jus ice has a c i ical in luence on he
de elopmen o consume s’e alua i e judgemen s (Schoe e and Ennew, 2005), in luences
beha iou al eac ions (Colqui e al., 2006), c ea es us and e okes posi i e emo ions (La and
Choi, 2012) and sa is ac ion (S
anchez-Ga c
ıa and Cu as-Pe ez, 2020). Speci ically, consume s’
sa is ac ion wi h eco e y se ice is signi ican ly a ec ed by p ocedu al and in e ac ional jus ice
(Mohd-Any e al., 2019). Ma hew e al. (2020) showed ha pe cei ed jus ice had a signi ican
mode a ing e ec on he ela ionship be ween e-se ice eco e y quali y and e-se ice eco e y
sa is ac ion. In a no el app oach we sugges ha he h ee pe cei ed jus ice dimensions un old in
a pa icula o de . Ou sequen ial model is consis en wi h sugges ions made by o he au ho s in
di e en esea ch ields, such as o ganisa ional managemen , who ha e p oposed ha
in e ac ional jus ice is a p ecu so o p ocedu al and dis ibu i e jus ice (Cohen-Cha ash and
Spec o , 2001;T an e al.,2021). In he p esen s udy, i is expec ed ha indi iduals a ec ed by a
se ice ailu e will p ima ily a ibu e any associa ed (in)jus ice o he pe son in he company
esponsible o he se ice a ha momen . In ac , p e ious li e a u e has a i med ha
in e ac ional jus ice ela es o how indi iduals ea and communica e wi h, each o he in he
place whe e he p oblem occu ed (Bies and Moag, 1986). Thus, he eco e y p ocess s a s wi h
he consume ’s i s con ac wi h he company’s cus ome se ice depa men . This ini ial
con ac , which is di ec ly connec ed o he in e pe sonal ea men people ecei e du ing
eco e y p ocedu es, is encompassed wi hin he in e ac ional dimension. Second, social
psychology esea ch has g adually shi ed i s emphasis om ocussing solely on he ou comes
o ewa d alloca ion (dis ibu i e jus ice) o a ocus on an ea lie s age in he p ocess, ha is, he
company’s lexibili y in adap ing o consume s’needs (Blodge e al., 1997;Wood e al.,2020),
which has been desc ibed as an impo an dimension o hei pe cep ions o jus ice (Thibau and
Walke , 1975). This p ocess, ela ed o he p ocedu e h ough which he complain is handled, is
likely o un old a e he consume has iled he complain and be o e he company has esol ed
i . Finally, he consume ocuses on compensa ion, ha is, he dis ibu i e jus ice dimension. As
p e iously no ed, dis ibu i e jus ice ela es o he consume ’s pe cep ion o jus ice in he
ou come o he p ocess, so i seems logical o place i a he end o he sequence.
In addi ion, like many o he pe sonal e alua ions ha humans make, pe cei ed jus ice can
be s ongly in luenced by he indi idual’s way o hinking, pe cep ions and pe sonal
expe iences (LaFa e, 2008). In his ega d, humans assess he expe iences o hei pee s o
e alua e hei own expe iences. Rega dless o whe he consume s ha e had much p io
expe ience o any pa icula e en /inciden , he expe iences o hei pee s will help hem
unde s and wha has happened. Howe e , li le esea ch has del ed in o he in luence o o he
consume s on he consume ’s expe ience o he same sys em ailu e (Alb ech e al., 2019).
Social compa isons
P e ious s udies ha e shown ha he p esence o o he consume s a ec s he indi idual’s
beha iou s (Alb ech e al., 2019). Fo example, Viglia and Ab a e (2014) ound ha consume s
a e mo e in luenced by social compa isons, o ins ance, p ice in o ma ion gi en o hem by
iends, han hey a e when he in o ma ion sou ce is anonymous; in he la e case hey a e
likely o lowe hei e e ence p ice ( o be close o a e age pas p ices). Social compa ison
heo y a gues ha indi iduals e alua e hei opinions and abili ies by compa ing hem wi h
hose o o he , simila indi iduals (Fes inge , 1954). In he jus ice con ex , G eenbe g (1982)
a gued ha people pe cei e injus ice when hey ecei e dissimila ea men , p ocedu es o
economic bene i s o hose ecei ed by o he s. Thus, indi iduals use social compa isons o
associa e wi h o he s, lea n om o he s, sel -assess agains o he s (Taylo and Lobel, 1989)and
EJMBE
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490
o make sense o hei own ou comes (Moo e, 2007). This p ocess, as i helps o educe
unce ain y, is a undamen al aspec o human expe ience (Suls and Wheele , 2000) and has
been explo ed in se ice eco e y esea ch. Indeed, social compa isons a e an ine i able pa o
social in e cou se (B own e al.,2007) because, when people in e ac wi h o he s, consciously o
unconsciously hey compa e hemsel es wi h hese o he people (Wheele and Miyake, 1992).
S einho and Palma ie (2016) con i med ha compa ing onesel o someone “wo se”p oduces
posi i e eelings and compa ing onesel wi h someone “be e ”p oduces nega i e eelings, o
example, in he con ex o ho els and lying.
Re e en cogni ions heo y (Folge , 1986) ecognises he ole o compa isons in pe cei ed
jus ice and p oposes ha p ocedu es ha a ec onesel and o he s, a e aken in o accoun .
Compa isons a e impo an o es ablishing jus ice pe cep ions because hey allow
consume s o e alua e whe he hey ecei ed wha hey dese ed (Chen e al., 2023).
Fu he mo e, in he consume ’s e alua ion o whe he a deal is ai , knowing wha o he s
ob ained is o en mo e impo an han he p ocedu al jus ice (s)he himsel /he sel ecei ed
(Boni ield and Cole, 2008). Consume s use his in o ma ion o assess jus ice and sa is ac ion
(Chen e al., 2023). The e o e, we p opose he ollowing hypo heses:
H1. The consume ’s pe cep ion o he in e ac ional jus ice ecei ed by o he consume s
in e sely in luences his/he pe cep ions o he in e ac ional jus ice s(he) has ecei ed.
H2. The consume ’s pe cep ion o he p ocedu al jus ice ecei ed by o he consume s
in e sely in luences his/he pe cep ions o he p ocedu al jus ice s(he) has ecei ed.
H3. The consume ’s pe cep ion o he dis ibu i e jus ice ecei ed by o he consume s
in e sely in luences his/he pe cep ions o he dis ibu i e jus ice s(he) has ecei ed.
Many se ice encoun e s occu on wha is known as he o ganisa ional on line. Unlike o he
on line in e ac ions (e.g. in he sales/pu chase p ocess, which may de elop o e many
in e ac ions), on he se ice ailu e eco e y on line employees play a c i ical ole in he
p o ision o quali y se ice (Ca lzon, 1987;Lindsey-Hall e al.,2023). The i s ew momen s o
he in e ac ion a e e y c i ical and ha e a g ea impac on how he cus ome pe cei es he
whole se ice (Lin e al., 2016). P e ious s udies ha e concluded ha , du ing cus ome -company
ace- o- ace in e ac ions, he cus ome ’s ini ial imp essions in luence subsequen in e ac ions
and can, ul ima ely, in luence cus ome ou comes (Anwa , 2023). Thus, on he basis ha jus ice
pe cep ions a e based on he consume ’s pe cep ions o hegains and losses (s)he expe iences in
a ela ionship wi h a p o ide (Kwon and Jang, 2012) and ha equi y heo y (Adams, 1965)
p oposes ha his/he pe cep ions du ing a eco e y p ocess ake in o accoun he company’s
p e ious e o s o eco e he si ua ion, i is p oposed ha he consume ’s pe cep ions o he
jus ice (s)he ecei es may be o med by his/he pe cep ions o he jus ice (s)he ecei ed in
p e ious jus ice dimensions. The e o e, he ollowing hypo heses a e p oposed:
H4. The consume ’s pe cep ions o he in e ac ional jus ice ecei ed by o he consume s
mode a es he ela ionship be ween his/he pe cep ions o he p ocedu al jus ice
gi en o hose consume s and his/he pe cep ions o he p ocedu al jus ice (s)he has
ecei ed, such ha :
The consume ’s pe cep ions o he p ocedu al jus ice ecei ed by o he consume s will ha e a
g ea e in luence on his/he pe cep ions o he p ocedu al jus ice s(he) has ecei ed when he
in e ac ional jus ice ecei ed by o he s is wo se (H4a) han when i is be e (H4b).
H5. The consume ’s pe cep ions o he in e ac ional jus ice ecei ed by o he consume s
mode a es he ela ionship be ween his/he pe cep ions o he dis ibu i e jus ice
gi en o hose consume s and his/he pe cep ions o he dis ibu i e jus ice (s)he has
ecei ed, such ha :
Social
compa ison in
pe cei ed
jus ice
491
The consume ’s pe cep ion o he dis ibu i e jus ice ecei ed by o he consume s will ha e a
g ea e in luence on his/he pe cep ions o he dis ibu i e jus ice s(he) has ecei ed when he
in e ac ional jus ice ecei ed by o he s is wo se (H5a) han when i is be e (H5b).
Finally, companies o e emphasise dis ibu i e jus ice ( he cus ome ecei ed he
p omised esul ) whils neglec ing p ocedu al jus ice (Michel e al., 2009). Thus, companies
end o assume ha he mos impo an aspec o se ice ailu e eco e y is mone a y
compensa ion, a o m o dis ibu i e jus ice. Howe e , he majo i y o he easons gi en by
consume s o hei low le els o sa is ac ion a e a se ice ailu e ela e o p ocedu al jus ice,
o e ly complica ed oll- ee numbe s, use -un iendly websi es and ou sou ced cus ome ca e
con ac cen es (NCRS, 2020). This leads us o sugges ha consume s’pe cep ions o he
p ocedu al jus ice hey ecei e may in luence hei subsequen jus ice pe cep ions.
H6. The consume ’s pe cep ions o he p ocedu al jus ice ecei ed by o he consume s
mode a es he ela ionship be ween his/he pe cep ions o he dis ibu i e jus ice
gi en o hose consume s and his/he pe cep ions o he dis ibu i e jus ice (s)he has
ecei ed, such ha :
The consume ’s pe cep ions o he dis ibu i e jus ice ecei ed by o he consume s will ha e
a g ea e in luence on his/he pe cep ions o he dis ibu i e jus ice s(he) has ecei ed when
he p ocedu al jus ice ecei ed by o he s is wo se (H6a) han when i is be e (H6b).
Figu e 1 depic s he p oposed concep ual model.
Resea ch me hodology
To gua an ee he alidi y o he da a and he ep esen a i eness o he sample, he specialised
ma ke esea ch company Ne ques was hi ed. The company, a he end o 2019, used a
consume panel o andomly assign he pa icipan s o he di e en scena ios.
The pa icipan s we e emune a ed. The as majo i y o he panellis s had aken pa in
p e ious s udies and hei p io pa icipa ion had been conside ed sa is ac o y by he
company.
Figu e 1.
The p oposed
concep ual model
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P e- es s udy
Following Ha is e al. (2006), a p e- es was conduc ed o assess he ealism o he
expe imen al se ing and scena ios. Some 51 esponden s pa icipa ed in he p e- es , 56%
women, 44% men, om 18 o 62 yea s old. Following eceip o he expe imen al ins uc ions,
he pa icipan s we e andomly assigned o one o he eigh expe imen al condi ions.
Subsequen ly, he pa icipan s we e hanked, deb ie ed and asked o answe a sho su ey.
We measu ed he ealism o he scena ios (see Appendix 2) h ough ou i ems, wi h 7-poin
bipola scales, adap ed om Collie e al. (2002). An example i em is: “I belie e ha si ua ions
like his happen in eal li e”(
α
50.73***). The pa icipan s epo ed ha hey pe cei ed he
scena ios as being ealis ic (Mean 55.93, S anda d De ia ion 51.05).
Main s udy
The ai line sec o has been g owing. In 2022, i gained 64% in u no e o e he p e ious yea
and is o ecas o g ow by 28.3% in 2023 (S a is a, 2023). The expe imen examined a
eco e y p ocess a e a se ice ailu e, ha is, a baggage loss inciden . This scena io was
selec ed because baggage loss is one o he main se ice ailu es in he sec o (Mohd-Any
e al., 2019).
To ensu e he subjec s could iden i y wi h he p oposed scena io, a condi ion o
pa icipa ion was ha hey mus ha e aken a leas one ligh in he p e ious six mon hs.
To es he esea ch hypo heses, Ne ques ec ui ed 259 Spain-based panellis s. Table 1
shows he socio-demog aphic cha ac e is ics o he sample.
The pa icipan s we e i s old ha he ques ionnai e was an academic- ocused opinion
su ey abou se ice eco e y, and hey we e hen asked o answe ques ions abou he
esea ch amewo k’s a iables. Fi s , he su ey desc ibed a baggage loss inciden .
The ea e , he pa icipan s we e andomly assigned o a condi ion in a 2 (be e /wo se
in e ac ional jus ice gi en o o he consume s) 32 (be e /wo se p ocedu al jus ice gi en o
o he consume s) 32 (be e /wo se dis ibu i e jus ice gi en o o he consume s) design.
A leas 30 pa icipan s we e used o each condi ion. As Table 2 shows, he esea che s we e
pa icula ly in e es ed in ensu ing ha he g oups consis ed o simila numbe s.
Va iable N
Gende Men 137
Female 122
Ma i al s a us Ma ied/coupled 148
Single 105
Di o ced/sepa a ed 6
Occupa ion Housewi e 23
Unemployed 15
Employed 113
S uden 106
Re i ed 2
S udies P ima y 21
High School 58
College 180
Age ≥18, <22 59
≥22, <30 63
≥30, <49 66
≤49 71
Sou ce(s): Au ho s’elabo a ion
Table 1.
Sample demog aphic
cha ac e is ics
Social
compa ison in
pe cei ed
jus ice
493
The expe imen desc ibed he ollowing si ua ion: a passenge a i es by plane a an ai po ,
bu his/he check-in luggage did no appea on he ca ousel. A e submi ing his/he
complain , (s)he sees ha ano he passenge on he same ligh has had he same p oblem and
is also making a complain . A ha poin he pa icipan is andomly assigned o one o he
eigh possible scena ios (in e pe sonal, p ocedu al and dis ibu i e jus ice), ou lined in
Appendix 1. As he cen al p oposi ion o social compa ison heo y (Fes inge , 1954) is he
“simila i y hypo hesis”, which a gues ha indi iduals end o compa e hemsel es wi h
simila people in simila si ua ions, he a elle /pa icipan hen had o compa e himsel /
he sel wi h someone who was a elling on he same ligh , has he same p oblem and is e en
s aying in he same ho el. The pa icipan s we e asked o a e, on a scale o 1–7, hei
pe cep ions o in e pe sonal, p ocedu al and dis ibu i e jus ice associa ed wi h he way he
ai line esol ed he ailu e. Finally, hey we e asked o p o ide socio-demog aphic
in o ma ion.
Measu emen
The measu emen scales o he ques ionnai e we e adop ed om p e ious li e a u e
(see Appendix 2). We measu ed in e ac ional jus ice using ou i ems on 7-poin bipola
scales, adap ed om Ka a epe (2006), o example, “The ho el employee was cou eous”
(
α
50.89). P ocedu al jus ice was measu ed using ou i ems on 7-poin bipola scales, based
on DeWi e al. (2008), o example, “The policies and p ocedu es he i m had in place we e
adequa e o add essing my conce ns”(
α
50.91). Dis ibu i e jus ice was measu ed using
h ee i ems on 7-poin bipola scales, also adap ed om DeWi e al. (2008), o example,
“The ou come I ecei ed was ai ”(
α
50.92).
Con e gen alidi y was e i ied as he ac o loading o each indica o was ound o be
abo e 0.5 and signi ican a he 0.01 le el (S eenkamp and Van T ijp, 1991), and he s a is ical
alues o he AVEs we e g ea e han 0.5 (Fo nell and La cke , 1981). Simila ly, composi e
eliabili y exceeded he minimum ecommended alue o 0.65 (Bagozzi and Yi, 1988). Finally,
o de e mine disc iminan alidi y, we compa ed he squa e oo s o he AVEs ( he alues on
he diagonal, in bold) wi h he in e -cons uc co ela ions ( alues below he diagonal); o
ensu e disc iminan alidi y, he on-diagonal alues should be highe (Fo nell and La cke ,
1981). The esul s om hese analyses we e sa is ac o y, as shown in Table 3.
Resul s
To es he e ec s p oposed in he hypo heses we conduc ed h ee 2 32 analyses o a iance
(ANOVA), using IBM SPSS S a is ics .26 so wa e. The esul s showed ha he
in e ac ional jus ice gi en o o he consume s du ing he eco e y p ocess in e sely in luenced
he pa icipan s’pe cep ions o in e ac ional jus ice hey ecei ed (F(1, 257) 56.59, p5< 0.05),
In e pe sonal P ocedu al Dis ibu i e N
Wo se Wo se Wo se 31
Wo se Wo se Be e 32
Wo se Be e Wo se 36
Wo se Be e Be e 35
Be e Wo se Wo se 32
Be e Wo se Be e 32
Be e Be e Wo se 31
Be e Be e Be e 30
Sou ce(s): Au ho s’elabo a ion
Table 2.
Sample dis ibu ion (by
scena ios)
EJMBE
33,4
494
suppo ing H1. Mo e speci ically, he esul s showed ha consume s pe cei ed highe le els o
in e ac ional jus ice i o he s had been ea ed wo se (M
O he ’sWo seIn e ac ionalJus ice
54.36;
M
O he ’sBe e In e ac ionalJus ice
53.93). Simila ly, he p ocedu al jus ice gi en o o he consume s
in e sely in luenced he esponden s’p ocedu al jus ice pe cep ions (F(1, 257) 58.44, p5< 0.01),
suppo ing H2. Again, he pa icipan s pe cei ed highe le els o p ocedu al jus ice i o he s had
been ea ed wo se (M
O he ’sWo seP ocedu alJus ice
53.43; M
O he ’sBe e P ocedu alJus ice
52.94). Finally,
suppo ing H3, he dis ibu i e jus ice gi en o o he consume s in e sely in luenced he
pa icipan s’dis ibu i e jus ice pe cep ions (F(1, 257) 525.43, p5< 0.01). In line wi h he p e ious
esul s, he pa icipan s pe cei ed highe le els o dis ibu i e jus ice i o he s had been ea ed
wo se (M
O he ’sWo seDis ibu i eJus ice
53.50; M
O he ’sDis ibu i eJus ice
52.58). As Table 4 shows, we
checked o he p esence o he e oscedas ici y. Fi s , we pe o med Le ene’s es ; his es s he null
hypo hesis ha he e o a iance o he dependen a iable is equal be ween g oups. The esul s
we e no signi ican o he in e ac ional jus ice and p ocedu al jus ice a iables, so i was concluded
ha he a iance o he g oups was equal, and hus, an analysis o a iance (ANOVA) could be
pe o med. As o he dis ibu i e jus ice a iable, al hough a s a is ically signi ican p- alue
appea ed in he analysis o a iance, Le ene’s es showed ha he e oscedas ici y is p esen . To
emedy his he e oscedas ici y p oblem, Welch’s es was applied; his es is mo e obus in hese
cases (No usis, 2011). The le els o s a is ical signi icance obse ed o dis ibu i e jus ice using
Welch’s es s we e less han 0.05, he e o e, he means o all g oups a e equal, allowing an analysis o
a iance (ANOVA) o be pe o med.
The o e all in e ac ion e ec s show ha consume s’pe cep ions o p ocedu al jus ice
a y when hey belie e ha o he consume s ha e ecei ed be e , o wo se, in e pe sonal
jus ice (con i ming H4), (F(1, 255) 511.01, p5< 0.01). Con a y o ou expec a ions, when
o he consume s ecei ed wo se in e ac ional jus ice, he pa icipan s’p ocedu al jus ice
pe cep ions inc eased, bu no signi ican ly, suppo ing H4a (M
O he ’sWo seIn e ac ional
O he ’sWo seP ocedu alJus ice
53.18; M
O he ’sWo seIn e ac ional
M
O he ’sBe e P ocedu alJus ice
53.22;
(132) 50.169, p>0.10). On he o he hand, suppo ing H4b, when o he consume s
ecei ed be e in e ac ional jus ice, he pa icipan s’p ocedu al jus ice pe cep ions
dec eased (M
O he ’sBe e In e ac ionalO he ’sWo seP ocedu alJus ice
53.67; M
O he ’sBe e In e ac ional
O he ’sBe e Be e P ocedu alJus ice
52.60; (123) 54.48, p<0.01); see Figu e 2.
Wi h espec o H5, i was ound ha he mode a ing e ec s o he in e ac ional jus ice ecei ed
by o he consume s on dis ibu i e jus ice pe cep ions was no signi ican (F(1, 255) 51.33,
p5> 0.10). Howe e , he esul s indica ed ha when o he consume s ecei ed be e in e ac ional
In e ac ional jus ice P ocedu al jus ice Dis ibu i e jus ice
Le ene’s es 0.66 0.24 0.07
Welch’s es ––0.00
Sou ce(s): Au ho s’elabo a ion
CR AVE In e ac ional jus ice P ocedu al jus ice Dis ibu i e jus ice
In e ac ional jus ice 0.908 0.713 0.869
P ocedu al jus ice 0.903 0.702 0.440 0.885
Dis ibu i e jus ice 0.925 0.804 0.262 0.475 0.931
No e(s): The diagonal elemen s (in i alic) a e he squa e oo s o he AVEs ( a iance sha ed be ween he
cons uc s and hei measu es). O -diagonal elemen s a e he in e -cons uc co ela ions
Sou ce(s): Au ho s’elabo a ion
Table 4.
Homoscedas ici y and
he e oscedas ici y es
Table 3.
Composi e eliabili y
and con e gen and
disc iminan alidi y
Social
compa ison in
pe cei ed
jus ice
495
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Appendix
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