Title

Consumers' Perceptions Of Fairness And The Resultant Effect On Customer Satisfaction

Keywords

Customer satisfaction; Distributive fairness; Fairness; Interactional fairness; Justice; Procedural fairness

Abstract

This study investigated the effects of interactional, distributive, and procedural fairness on overall fairness and customer satisfaction and of overall fairness on customer satisfaction across a broad spectrum of service encounter outcomes within the service sector, not just in the context of a service failure. Nearly 50% of those encounters recalled represented hospitality and leisure businesses exclusively. The model tested here has been adapted from a larger theoretical model of the customer's path to loyalty which is an adaptation of previous models of the service profit chain, customer satisfaction with service failure and recovery, and complaint handling relationships. This research provides practical information that can lead to a better understanding of customers' evaluation methods and be used to guide the formation of improved service strategies that provide fairness, a key to satisfaction in hospitality, leisure and service sector affiliated businesses. © 2006 by The Haworth Press, Inc. All rights reserved.

Publication Date

10-13-2006

Publication Title

Journal of Hospitality and Leisure Marketing

Volume

15

Issue

1

Number of Pages

101-121

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1300/J150v15n01_07

Socpus ID

33750716003 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/33750716003

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