Title

Prior Experience Satisfaction And Subsequent Fairness Perceptions Within The Service Experience

Keywords

Distributive fairness; Interactional fairness; Prior experience satisfaction; Procedural fairness

Abstract

Past service encounters provide powerful information about the future intentions of customers. This study examines 302 recalled customer service encounters and measures the differences in fairness perceptions of the service encounter outcome between new customers and previous customers, and then between customers with previous positive experiences and between customers with previous negative experiences. A significant difference existed between customers with previous positive experiences and those customers with previous negative experiences. Each group reported similar outcomes with their next visit, which leads towards a tendency of repeat performances for the business. The power of understanding the past experiences of the customer is valuable to service researchers and practitioners in understanding the importance of the perception the customer leaves with. It can govern the expectations the customers have as well as help predict the next experience the customer has with the business and influence what they tell others about the business. © 2005 by The Haworth Press, Inc. All rights reserved.

Publication Date

2-15-2006

Publication Title

Journal of Hospitality and Leisure Marketing

Volume

13

Issue

3-4

Number of Pages

121-137

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1300/J150v13n03_07

Socpus ID

33746654514 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/33746654514

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