Customer behavior and adoption · Mixed qualitative and experimental investigation of perceived justice and consumption-experience evaluations.
Perceived Justice and Consumption Experience Evaluations: A Qualitative and Experimental Investigation
Paul Aurier, Blandine Siadou-Martin (2007). Perceived Justice and Consumption Experience Evaluations: A Qualitative and Experimental Investigation. International Journal of Service Industry Management. https://doi.org/10.1108/09564230710826241.
Plain-English take
The study tests how perceived justice shapes evaluations of consumption experiences, extending complaint/service-recovery justice logic to broader service encounters. For your marketing: Use it as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
How much weight to give this
3.5/5 Moderate evidence for a specific setting
The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.
Mixed qualitative and experimental investigation of perceived justice and consumption-experience evaluations.
Service consumers evaluating consumption experiences under experimentally varied justice conditions, informed by qualitative work.
Judged from the publisher-described design and comparison; consult the paper for complete analysis.
Publisher page and abstract were retrieved directly; full text was not assumed open.
Double-blind? Blinding was not established from the retrieved publisher record.
Research question
What the authors investigated
How does perceived justice affect consumers’ evaluations of service consumption experiences?
Design
Mixed qualitative and experimental investigation of perceived justice and consumption-experience evaluations.
Sample and setting
Service consumers evaluating consumption experiences under experimentally varied justice conditions, informed by qualitative work.
Reported result
What the study found
The study tests how perceived justice shapes evaluations of consumption experiences, extending complaint/service-recovery justice logic to broader service encounters.
This is a paraphrase of the source. Check the original paper for definitions, estimates, statistical uncertainty and analysis details.
Scope and transfer
Limitations to keep in view
The mixed study is not SaaS-specific and experimental evaluations do not establish effects on actual renewal or long-term usage.
Possible founder application
Use it as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
Evidence access
Publisher record and abstract retrieved; consult the linked paper for full methods and tables.
Search/publisher record identifies the paper as a qualitative and experimental investigation. Direct publisher-page retrieval was recorded on 2026-10-09; this profile uses publisher metadata/abstract and does not claim independent review of unavailable full text.
If only an abstract or metadata was available, the profile is limited to claims supported there. A paper's paywall does not change its evidentiary status, but it limits what we can substantiate from accessible text.