Purpose

In the competitive retailing environment, retailers who provide service experiences that stand out from the competition can gain a competitive advantage. Increasingly, an important aspect of the service experience involves product returns, in particular, the fairness of returns policies and procedures. Previous research studies support that interpersonal justice and informational justice relate positively to consumer attitudes and behaviors. In this paper, the authors examine the relative effects of interpersonal justice and informational justice on return satisfaction, positive word-of-mouth (PWOM) and trust. Additionally, the authors examine the moderating effects of returns process convenience and returns policy restrictiveness as indicators of procedural justice.

Design/methodology/approach

A scenario-based experiment methodology was used to test the relationships of interest.

Findings

Results support that the effects of interpersonal justice on the outcome variables are stronger than the effects of informational justice. There is also support for a moderating effect of returns process convenience on the relationships between interpersonal justice and each outcome variable, as well as partial support for the moderating effect of returns policy restrictiveness on the relationship between interpersonal justice and PWOM.

Originality/value

The research extends previous work on the effects of justice on customer outcomes. Results support the importance of retailers treating customers with fairness during the returns experience and further support the benefits of providing a convenient returns experience.

中文翻译：

---

回报正义感对零售商满意度和态度的影响

目的

在竞争激烈的零售环境中，提供在竞争中脱颖而出的服务体验的零售商才能获得竞争优势。产品退货越来越成为服务体验的一个重要方面，特别是退货政策和程序的公平性。先前的研究表明，人际正义和信息正义与消费者的态度和行为呈正相关。在本文中，作者研究了人际正义和信息正义对回报满意度、积极口碑（PWOM）和信任的相对影响。此外，作者还研究了退货流程便利性和退货政策限制性作为程序正义指标的调节作用。

设计/方法论/途径

基于场景的实验方法用于测试兴趣关系。

发现

结果表明，人际正义对结果变量的影响强于信息正义的影响。也有人支持退货流程便利性对人际正义与每个结果变量之间关系的调节作用，以及部分支持退货政策限制性对人际正义与 PWOM 之间关系的调节作用。

原创性/价值

该研究扩展了之前关于正义对客户结果影响的研究。结果支持了零售商在退货体验期间公平对待客户的重要性，并进一步支持了提供便捷退货体验的好处。