An international and comparative study of perceived justice in Mexican, Puerto Rican and Spanish hospitals. Issue 3 (26th August 2014)

• Record Type: Journal Article
• Authors: Vivek Pande, Dr.; C. Sosa Varela, Juan; Magaña, Irma; Padin, Carmen; Otero-Neira, Carmen; de los M. Santos Corrada, Maria; Svensson, Goran
• Is Part Of: International journal of pharmaceutical and healthcare marketing. Volume 8:Issue 3(2014)
• Page Start: 248
• Page End: 264
• Publication Date: 2014-08-26
• Subjects: Pharmaceutical industry -- Marketing -- Periodicals; Medical care -- Marketing -- Periodicals; 338.4761510688
• DOI: 10.1108/IJPHM-03-2013-0009
• Languages: English
• ISSNs: 1750-6123

Abstract

<abstract> <title> <x content-type="archive" xml:space="preserve">Abstract</x> </title> <sec> <title content-type="abstract-heading">Purpose</title> <p> – The purpose of this paper was to test a construct of perceived justice and its dimensions in negative service encounters across Mexican, Puerto Rican and Spanish hospitals. Also to compare similarities and differences of perceived justice in negative service encounters in these countries. </p> </sec> <sec> <title content-type="abstract-heading">Design/methodology/approach</title> <p> – Includes Mexicans, Puerto Ricans and Spaniards who have experienced service failures at hospital settings. A descriptive research design was followed and a self-administered questionnaire was applied to gather the data from respondents. The researchers applied convenience sampling, and a pre-screening of respondents was included to verify that respondents were appropriate to participate in the study. A total number of 937 usable questionnaires were obtained from the hospital settings. </p> </sec> <sec> <title content-type="abstract-heading">Findings</title> <p> – The empirical findings across three Spanish-speaking countries indicate that the construct of perceived justice in negative service encounters consists of merely 15 items, divided into three dimensions, namely, distributional, interactional and procedural. </p> </sec> <sec> <title content-type="abstract-heading">Research limitations/implications</title> <p> – The empirical findings provide satisfactory validity and reliability across three countries, but there are acknowledged research limitations. These offer an opportunity for further research to verify or falsify the validity, reliability and generalization of the current findings. </p> </sec> <sec> <title content-type="abstract-heading">Practical implications</title> <p> – Service providers may use the three-dimensional construct of perceived justice as a guide when developing, implementing and managing processes and procedures of service failures in negative service encounters. </p> </sec> <sec> <title content-type="abstract-heading">Originality/value</title> <p> – The current international study in Mexico, Puerto Rico and Spain complements and fortifies previous research and existing theory of perceived justice in negative service encounters, and possible actions of complaint handling as well as service recovery.</p> </sec> </abstract>