ZARZĄDZANIE KONFLIKTEM W RELACJI Z KLIENTAMI FIRM UBEZPIECZENIOWYCH W KONTEKŚCIE KONCEPCJI POSTRZEGANEJ SPRAWIEDLIWOŚCI
CONFLICT MANAGEMENT IN THE RELATIONSHIP BETWEEN CONSUMER AND INSURANCE COMPANY IN THE CONTEXT OF PERCEIVED JUSTICE CONCEPT

Summary/Abstract: The perceived justice concept is commonly used to explain handling conflict between the service company and the consumer, but it was rather not tested yet with regard to concentrated service sectors and business reality of post-communist European countries. This paper aims at shortening this gap through verifying the extent to which perceived justice is multidimensional from a perspective of insurance companies’ clients in Poland. The research results based on the sample of 454 customers are interpreted in relation to prior own qualitative study and other works devoted to this research area.

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