Reviewing and analyzing the impacts of perceived justice on customer's behavioral intentions and perceived service quality

Current research examines the impact of perceived justice (including distributivejustice, procedural justice and interactional justice) on perceived service quality andcustomer behavioral intentions (including word of mouth, trust and revisitintention).Statistical sample comprises 120 customers of Iran Insurance Company in Shirazholding automobile insurance and have record of visiting the company to receivecompensation. We have used correlation coefficient and linear regression analysis (bymeans of SPSS) to evaluate results of conceptual model. The results indicate thatprocedural justice and distributive justice can affect perceived quality. Since distributivejustice and procedural justice have significant effects on trust, word of mouth (WOM), andrevisit intention through perceived quality, perceived quality was found to be an important mediating variable. The effect of procedural justice on customer perceived quality wasstronger than that of distributive justice. In addition, the mediate role of trust between perceived service quality and WOM/revisit intention is substantial.