Satisfaction as a function of user justice: a social exchange theory perspective

Mehwish Waheed (m.waheed9@outlook.com), Noor Ain, Jan Riezebos and Patrick Mikalef
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Mehwish Waheed: Smart BIS - Smart Business Information Systems - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], IMT-BS - TIM - Département Technologies, Information & Management - TEM - Télécom Ecole de Management - IMT - Institut Mines-Télécom [Paris] - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], LITEM - Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) - UEVE - Université d'Évry-Val-d'Essonne - Université Paris-Saclay - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris]
Noor Ain: PULV - Pôle Universitaire Léonard de Vinci
Jan Riezebos: University of Groningen [Groningen]
Patrick Mikalef: NTNU - Norwegian University of Science and Technology

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Abstract: This study investigates complaint behaviour as a function of post-satisfaction behaviour stemming from perceptions of justice and security. Grounded in social exchange theory, we propose an integrated framework in which security, expectation confirmation, and dimensions of justice (distributive, procedural, and interactional) influence satisfaction, affecting complaint behaviour towards the eCommerce Digital Supply Chain (DSC) process. Data were collected through a quantitative online survey involving 316 Amazon eShoppers of tech products from the European region. The confirmatory factor analysis results validated the second-order reflective justice construct, encompassing distributive, procedural, and interactional dimensions. Furthermore, the structural relationship results revealed (i) justice and security have a significant impact on eShoppers' satisfaction; (ii) a significant relationship exists between word of mouth, satisfaction, and eShoppers' complaint intention. This framework contributes to the existing knowledge base and offers valuable insights for stakeholders in the eCommerce DSC.

Date: 2024
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Published in Technology Analysis and Strategic Management, inPress, pp.1-16. ⟨10.1080/09537325.2024.2369934⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04643456

DOI: 10.1080/09537325.2024.2369934

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