Q: Based on the article attached (Service Recovery & Justice) what are the types of justice?

Take one example and suggest which type of justice will be appropriate for that service failure
and why?
Answer: - According to justice theory, customers perceive three different types of Justice
1. Distributive justice
2. Procedural justice
3. Interactional justice
The justice theory has been considered a robust tool for predicting customer satisfaction
after service failure experiences. According to justice theory the indicators of customer
satisfaction and loyalty such as repatronage intensions and Word-Of-Mouth intentions,
increase when customers are treated fairly.
4. Interactional justice
Interactional justice, which involves the manner in which information is exchanged and
outcomes are communicated, is related to politeness, courtesy and empathy to customers
who have experienced a service failure. If the quality of communication and treatment
during recovery (e.g. apology) is considered inappropriate, then customers are likely to
perceive a firm’s CSR more negatively. A victim of interactional injustice will have
increased expressions of hostility toward the offender which can manifest in actions of
counterproductive work behavior and reduce the effectiveness of organizational
communication. It is important that a high degree of interactional justice exists in a
subordinate/supervisor relationship in order to reduce the likelihood of counterproductive
work behavior. If a subordinate perceives that interactional injustice exists, then the
subordinate will hold feelings of resentment toward either the supervisor or institution and
will therefore seek to "even the score. If manpower have internal communication issue then
its will be delay for service delivery and will be deliver a pathetic service.