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The impact of perceived justice on behavioral intentions of Cantonese Yum Cha consumers: The mediation role of psychological contract violation
Journal of Hospitality and Tourism Management ( IF 7.629 ) Pub Date : 2021-09-20 , DOI: 10.1016/j.jhtm.2021.09.009
Haiming Chen 1 , Xi Li 2 , Tao-Sheng Chiu 1 , Fang Chen 1
Affiliation  

In this study, the relationship between perceived justice, psychological contract violations, and behavior intention was analyzed in the context of Cantonese Yum Cha service. Additionally, the moderating effect of the service failure severity and responsibility attribution was examined. The findings established the critical role of psychological contract violations in mediating the relationship between procedural justice and negative word of mouth, as well as the relationship between distributive justice and negative word of mouth. Simultaneously, the research findings confirm that the service failure severity and the responsibility attribution have a moderating effect on certain paths. When service failures are severe, the detrimental effect of interactional and procedural justice on psychological contract violations becomes more apparent. When consumers are more receptive to external attribution, interactional justice has a greater negative effect on psychological contract violations. This study also discusses the theoretical and managerial implications of the aforementioned research findings.



中文翻译:

知觉正义对广东饮茶消费者行为意向的影响:心理契约违约的中介作用

在这项研究中,在粤语饮茶服务的背景下,分析了感知正义、心理契约违反和行为意向之间的关系。此外,还检查了服务故障严重性和责任归属的调节作用。研究结果确立了心理契约违反在调解程序正义与负面口碑之间的关系以及分配正义与负面口碑之间的关系中的关键作用。同时,研究结果证实了服务故障严重性和责任归属对某些路径具有调节作用。当服务失败严重时,互动和程序正义对违反心理契约的不利影响变得更加明显。当消费者更容易接受外部归因时,互动正义对心理契约违反具有更大的负面影响。本研究还讨论了上述研究结果的理论和管理意义。

更新日期:2021-09-20
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