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dc.contributor.authorDe Meyer, C.F.
dc.contributor.authorPetzer, D.J.
dc.contributor.authorSvensson, G.
dc.contributor.authorSvari, S.
dc.date.accessioned2015-08-06T09:30:19Z
dc.date.available2015-08-06T09:30:19Z
dc.date.issued2013
dc.identifier.citationDe Meyer, C.F. et al. 2013. Investigating perceived justice in South African health care. Journal of contemporary management. 10:156-175. [http://reference.sabinet.co.za/sa_epublication/jcman]en_US
dc.identifier.issn1815-7440
dc.identifier.urihttp://hdl.handle.net/10394/14194
dc.description.abstractThe health care industry plays an important role in the life of consumers since it impacts their personal well-being and those close to them. This industry involves ample customer contact resulting in service encounters that are often negative. The health care industry in South Africa is typified by large disparities between the public and private healthcare sectors. As in other industries, customer satisfaction, loyalty and consequently long-term survival of health care businesses are also influenced by customers experiencing a sense of perceived justice following a negative service encounter. This study uncovers the perceived justice experienced by patients in both public and private health care sectors in reaction to negative service encounters. An exploratory factor analysis was conducted and the three underlying dimensions of the perceived justice concept as theorised by other authors were uncovered. Respondents perceive significant differences between these dimensions. Furthermore, public health care patients perceive significantly lower levels of procedural and distributive justice than private health care patients. The study did not uncover any differences in relation to perceived justice among respondents based on demorgraphic characteristics. Based on the results, marketers are able to design strategies to recover from service failures and increase the perceived justice patients experience.en_US
dc.description.urihttp://reference.sabinet.co.za/document/EJC142226
dc.description.urihttp://reference.sabinet.co.za/sa_epublication/jcman
dc.language.isoenen_US
dc.publisherSabineten_US
dc.subjectHealth care industryen_US
dc.subjectnegative service encounteren_US
dc.subjectperceived justiceen_US
dc.subjectservice failureen_US
dc.titleInvestigating perceived justice in South African health careen_US
dc.typeArticleen_US
dc.contributor.researchID11196092 - Petzer, Daniel Johannes


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