Relationships among perceived justice, customers' satisfaction, and behavioral intentions: The moderating role of gender

This article tested the gender differences in the relationships between per ceptions of justice, customers' satisfaction, and behavioral intentions. Th e sample consisted of 334 subjects (205 men and 129 women) surveyed in 38 h otels located in Spain. A questionnaire was used to measure distributive, p rocedural, and interactional justice as well as customers' responses of sat isfaction and intentions. Analysis showed that the correlation between scor es for distributive justice and customers' satisfaction as well as that bet ween distributive justice and intentions were greater for men than for wome n. In contrast, the sex differences in the links of procedural and interact ional justice to satisfaction and intentions were not significant.