The Effects of Distributive and Interactional Justice on Complainants' Repatronage Intentions and Negative Word-of-Mouth Intentions

Abstract

This study examines the effects of distributive justice (i.e., the complainants' perceptions of the fairness of the refund, exchange, or discount offered by the retailer) and interactional justice (i.e., complainants' satisfaction/ dissatisfaction with the manner in which the retailer handled the complaint) on complainants' repatronage and negative word-of-mouth intentions. A quasi-experimental design was used; data were analyzed using a 2 X 2 MANOVA. The findings reveal that complainants demand total satisfaction.