The Impact of Perceived Justice on Students' Negative Emotional Responses during Service Recovery

Autor/in	Msosa, Steven kayambazinthu
Titel	The Impact of Perceived Justice on Students' Negative Emotional Responses during Service Recovery
Quelle	In: International Journal of Higher Education, 9 (2020) 5, S.230-239 (10 Seiten)Infoseite zur Zeitschrift PDF als Volltext kostenfreie Datei Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1927-6044
Schlagwörter	Foreign Countries; Justice; Emotional Response; College Students; Critical Incidents Method; Services; South Africa + Suchen Sie Ihr Suchwort? Ausland; Gerechtigkeit; Emotionales Verhalten; Collegestudent; Dienstleistung; Südafrika; Süd-Afrika; Republik Südafrika; Südafrikanische Republik
Abstract	This study sought to evaluate the impact of perceived justice on students' negative emotional responses during service recovery. Quantitative, descriptive multi-variate regression analysis and a cross-sectional study were undertaken using a judgmental sample of 430 students drawn from three public Higher Education Institutions in South Africa. The results of this study showed that all the dimensions of justice, viz. procedural, distributive and interactional justice, have a negative and significant impact on negative emotions. The findings of this study could assist higher education institutional managers to interrogate the fairness of the processes used in Higher Education Institutions (HEIs) to address student grievances because they have a negative and significant impact on students' negative emotions. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2024/1/01