Relational outcomes of perceived justice in the insurance industry

Anabela Maria Bello da Silveira Baptista de Figu Marcos


Purpose: The objective of this paper is to understand the role that perceived justice plays in the insurance industry, as well as its relational outcomes. Thus, the purpose is to help the insurance companies to understand the effects of service recovery rendered when service failure happens. This study seeks to propose and test a framework in the insurance sector for examining the role that perceived justice, with three dimensions: distributive, procedural and interactional, plays in car insurances.

Design/methodology/approach: This investigation proposes a theoretical model tested using structural equation modelling (SEM). A questionnaire survey was developed to explore the relationships between perceived justice, satisfaction, trust, commitment, loyalty and worth-of mouth in the insurance industry. For this study, 744 valid questionnaires were collected from a sample of Portuguese car insurance holders.

Findings: The results show that all three justice dimensions affect satisfaction, with procedural justice showing the strongest relative influence. In turn, satisfaction influences directly loyalty and worth-of-mouth and indirectly through trust and commitment. Satisfaction influences trust. Trust has a direct influence on commitment and has an indirectly impact on loyalty and word-of-mouth, via commitment. Commitment influences loyalty and word-of-mouth. Finally, loyalty affects word-of-mouth.

Originality/Value: In order to address gaps in the literature, the present study developed an integrative model through which three dimensions of perceived justice operate in affecting loyalty and word-of-mouth, via satisfaction, trust and relational commitment. There is a lack of research on the direct and indirect effects of perceived justice on loyalty and word-of-mouth. Therefore, this investigation examines the importance of perceived justice in the car insurance industry, due to being a type of insurance where problems can occur after an accident. We investigate the influence of a good conflict resolution on satisfaction, trust, commitment, and loyalty and word-of-mouth.


Keywords: perceived justice; relational outcomes; insurance industry.

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