Application of Organizational Justice Theory to Consumer Complaints in COVID-19 Vaccination Drive
Published: 2022
Author(s) Name: Akanksha Batra and Ravi Khadotra |
Author(s) Affiliation: Doctoral Students, Indian Institute of Management Lucknow, Uttar Pradesh.
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Abstract
Consumer satisfaction is dependent
not solely on the end result but also
on the supplementary management
processes involved. This study applies
social listening techniques to extract
and analyse consumer grievances regarding
the COVID-19 vaccination
drive in India. The objective is to provide
actionable insights to service providers
based on consumer data. The
study present s a network analysis
based on the keywords present in the
posts. The network analysis provides
an indicative clustering of the keywords
based on their co-appearance.
The study also presents a content based
thematic analysis and extends
the application of organizational justice
theory to analyse the interactions
between the consumers and the service
providers. The study identifies the
main themes as complaints related to
three aspects viz. price, process and
interaction.
Keywords: N.A.
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