The effects of interpersonal attraction on service justice

Abstract

Purpose This study aims to examine the effects of physical attraction, social attraction and task attraction, which are interpersonal attraction components of service staff, on interactional justice, procedural justice and distributive justice, all of which are components of service justice. Design/methodology/approach This study was conducted after deriving measurement tools through two preliminary studies. The research sample was made by those who have visited the restaurant where the service staff provides services directly to the customers. Respondents were instructed by investigators to complete the questionnaire based on their most recent visit to the most visited restaurants in the past three months. They received a $5 gift voucher after completing the questionnaire. Findings Physical attraction negatively affected interactional justice, procedural justice and distributive justice. Social attraction had a negative impact on procedural justice. Task attraction had the greatest positive impact on all service justice factors. Practical implications To attract customers’ positive perceptions of service execution and outcomes, task attraction should be considered first rather than physical attraction and social attraction of service staff. Originality/value This study expanded the scope of research on interpersonal attraction by studying physical attraction, social attraction and task attraction as interpersonal attraction factors at service encounters, and on service justice by setting the interpersonal attraction as a variable affecting service justice.