文章基本信息

标题：An investigation on the effects of justice on customer’s trust in insurance firms
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作者：Hosseinali Aziziha ; Behnam Ghorbanifard ; Seyed Shahab Mousavi 等
期刊名称：Management Science Letters
印刷版ISSN：1923-9335
电子版ISSN：1923-9343
出版年度：2014
卷号：4
期号：2
页码：369-372
DOI：10.5267/j.msl.2013.12.014
出版社：Growing Science
摘要：This paper presents an investigation on the effects of various components of justice including distributive justice, interactional justice and procedural justice on building a mutual trust among customers in insurance firms. The proposed study of this paper uses a questionnaire originally developed by Daniels [Daniels, N. (1996). Justice and justification: Reflective equilibrium in theory and practice (Vol. 22). Cambridge: Cambridge University Press.] and designs a questionnaire for measuring trust. The study was performed among 384 people who had used insurance services in city of Tehran, Iran. Cronbach alphas for two questionnaires of justice and trust are 0.799 and 0.935, respectively, which are well above the minimum acceptable level. Using Spearman correlation test, the study has detected that two justice components, interactional justice and procedural justice, positively influence on customers’ trust, significantly.
关键词：Justice; Trust; Insurance firm