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The study proposes a dual domains model which describes the linkages for various types of justice with satisfaction, trust and commitment in relationships between retailers and suppliers. Important empirical findings are as follows. The dimensional relationship between justice and relationship quality is characterized by a special linkage. Variables in the outcome domain have stronger linkages with variables in the outcome domain economic linkage, while variables in the process domain have stronger linkages with variables in the process domain social linkage. The economic chain is distributive justice -> economic satisfaction -> ability trust -> continuance commitment. The social chain is procedural justice and interactive justice -> non-economic satisfaction -> benevolence trust and integrity trust -> affective commitment and normative commitment. This model helps suppliers adopt appropriate justice strategies to solve problems of relationship quality with their retailers, including problems with respect to both outcome and process domains.

KEYWORDS

Channel Relationship Quality, Commitment, Justice, Relationship Marketing, Satisfaction, Trust

Cite this paper

Ting, S. 2016 An Empirical Study of the Dual Domains Model of Justice and Relationship Quality: Evidence from Taiwan. Journal of Service Science and Management, 9, 276-291. doi: 10.4236-jssm.2016.93034.





Autor: Shueh-Chin Ting

Fuente: http://www.scirp.org/



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