File Name: service fairness what it is and why it matters .zip
- Exploring New Predictors of Service Fairness in a Restaurant Situation
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- The fairness factor in performance management
As consumer skepticism grows, companies are forced to compete for credibility in the marketplace.
Exploring New Predictors of Service Fairness in a Restaurant Situation
As very few studies have investigated banking services from fairness perspective and none of the studies have attempted to measure service fairness in Indian retail banking services context, the paper seeks to investigate service fairness in Indian retail banking services context. It attempts to validate the existing four-dimensional service fairness scale and investigates its applicability in the retail banking industry. The conceptual model depicting the relationship between service fairness, service quality and customer satisfaction was tested using SEM.
The results established reliability and validity of the scale and the impact of service fairness on service quality and customer satisfaction.
The impact of individual fairness dimensions on these two customer evaluation variables is also studied. The paper discusses important implications of the findings and presents valuable insights for the practitioners as well as academia. This is a preview of subscription content, access via your institution. Rent this article via DeepDyve. Adams, J. Toward an understanding of inequity. Journal of Abnormal Psychology — Inequity in social exchange. In Advances in experimental social psychology , ed.
Berkowitz, — New York: Academic Press. Google Scholar. Brady, M. Knight, J. Cronin, G. Hult, and B. Removing the contextual lens: A multinational, multi-setting comparison of service evaluation models.
Journal of Retailing 81 3 : — Carr, C. Decision Sciences 38 1 : — Chen, H. Liu, T. Sheu, and M. The impact of financial services quality and fairness on customer satisfaction. Managing Service Quality 22 4 : — Clark, M. Adjei, and D. The impact of service fairness perceptions on relationship quality. Services Marketing Quarterly 30 3 : — Cohen-Charash, Y. The role of justice in organizations: A meta-analysis.
Organizational Behavior and Human Decision Processes — Cronin, J. Measuring service quality: A reexamination and extension. Journal of Marketing 56 July : 55— Dabholkar, P.
Shepherd, and D. A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study.
Journal of Retailing 76 2 : — Dwidienawati, D. Ebrahimi, A. Abbasi, M. Khalifeh, M. Samizadeh, and F. Asean Marketing Journal 8 1 : 54— Fornell, C. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18 1 : 39— Fu, Y. Exploring new predictors of service fairness in a restaurant situation. Giovanis, A. Athanasopoulou, and E. The role of service fairness in the service quality—Relationship quality—Customer loyalty chain: An empirical study.
Journal of Service Theory and Practice 25 6 : — Greenberg, J. Stealing in the name of justice: Informational and interpersonal moderators of theft reactions to underpayment inequity. Organizational Behavior and Human Decision Processes 54 1 : 81— Service quality model and its marketing implications. European Journal of Marketing 18 4 : 36— Gumussoy, C.
Journal of Economics, Business and Management 4 9 : — Han, X. Kwortnik, and C. Service loyalty: An integrative model and examination across service contexts. Journal of Service Research 11 1 : 22— Hassan, S. Hassan, Nawaz, and I. Measuring customer satisfaction and loyalty through service fairness, service quality and price fairness perception: An empirical study of Pakistan mobile telecommunication sector.
Journal Science International- Lahore 25 4 : — Kaur, H. Demographic influences on consumer decisions in the banking sector: Evidence from India.
Journal of Financial Services Marketing 24 3 : 81— Leventhal, G. Karuza, and W. Beyond fairness: A theory of allocation preferences. In Justice and Social Interaction , ed. Mikula, — New York: Springer.
Su, L. Swanson, and X. The impact of perceived service fairness and quality on the behavioral intentions of chinese hotel guests: The mediating role of consumption emotions. Parasuraman, A. Zeithaml, and L. A conceptual model of service quality and its implications for future research. Journal of Marketing 49 4 : 41— Journal of Retailing 64 1 : 12— Narteh, B. Service fairness and customer behavioural intention—Evidence from the Ghanaian banking industry. African Journal of Economic and Management Studies 7 1 : 90— Nikbin, D.
Marimuthu, and S. Influence of perceived service fairness on relationship quality and switching intention: an empirical study of restaurant experiences. Current Issues in Tourism. Oliver, R. Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach.
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Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI: In the marketplace, consumers have fairness expectations regarding results or benefits they should receive in a service delivery situation. Bagozzi pointed out an issue regarding the consequences of inequity in marketing exchange. Consequently, this study proposes two new dimensions: customer-to-customer fairness and seller-to-seller fairness.
We investigated the effects of outcome favorability, opportunity for voice, and demographic congruence on customer reactions to bank loan decisions. Applicants for loans engaged in a transaction with loan officers who were either congruent or incongruent with respect to race and gender. Results suggest that perceptions of outcome favorability and opportunity for voice explain significant variance in customer reactions. Customers responded more positively to unfavorable outcomes when they resulted from a race-congruent loan officer, and female customers responded more positively to low opportunity for voice from male loan officers than from female officers. Implications of the results for organizations serving customers who are diverse in race and gender are discussed. This is a preview of subscription content, access via your institution.
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Service fairness has been conceptualized as a major part of the foodservice industry due to the intangibility of foodservice, which is difficult to be evaluated by customers. Considering this challenge, this study investigates the impacts of perceived service fairness dimensions in encouraging brand citizenship behaviors i. Based on an established framework of perceived service fairness, brand trust, brand experience and brand citizenship behavior, an exploratory conceptual model was formulated and empirically assessed. Survey data were collected from customers of casual dining franchise restaurants in Korea.
Both individuals and organizations that work with arXivLabs have embraced and accepted our values of openness, community, excellence, and user data privacy. Have an idea for a project that will add value for arXiv's community? Learn more about arXivLabs and how to get involved. CV ; Artificial Intelligence cs.
The fairness factor in performance management
As very few studies have investigated banking services from fairness perspective and none of the studies have attempted to measure service fairness in Indian retail banking services context, the paper seeks to investigate service fairness in Indian retail banking services context. It attempts to validate the existing four-dimensional service fairness scale and investigates its applicability in the retail banking industry. The conceptual model depicting the relationship between service fairness, service quality and customer satisfaction was tested using SEM. The results established reliability and validity of the scale and the impact of service fairness on service quality and customer satisfaction. The impact of individual fairness dimensions on these two customer evaluation variables is also studied.
Millions of people work in our operations and extended supply chain, helping us create the products used by billions more. For us, fairness in the workplace is about respecting, and advancing, their human rights - everywhere we operate, and in everything we do. Our guiding principle is that business can only flourish in societies in which human rights are respected, advanced and upheld. We believe respecting and promoting human rights forms the foundation for a healthy, sustainable and equitable business, and are essential for effective relationships with everyone we depend on. This is reflected throughout the Unilever Sustainable Living Plan, and in many areas of this Sustainable Living Report, including in Sustainable sourcing , Opportunities for women , and Inclusive business. By working in collaboration with others and through a process of continuous improvement, we aim to achieve fairness in the workplace for all the people with whom we work.
The comments above were made to us by customers describing service experiences they perceived to be either unfair or fair. Our study of consumers' perceptions.
Everyone knows that being fair costs little and pays off handsomely. Then why do so few executives manage to behave fairly, even though most want to? When employees believe they are being treated fairly—when they feel heard, when they understand how and why important decisions are made, and when they believe they are respected—their companies will benefit. Research shows that practicing process fairness reduces legal costs from wrongful-termination suits, lowers employee turnover, helps generate support for new strategic initiatives, and fosters a culture that promotes innovation. Yet few companies practice it consistently. Joel Brockner examines this paradox, exploring psychological and other reasons that cause managers to resist embracing process fairness. Many managers believe that they practice process fairness, but degree feedback tells another story.
Federal government websites often end in. The site is secure. For best printout, see the PDF version. Revised September The Fair Labor Standards Act FLSA establishes minimum wage, overtime pay, recordkeeping, and child labor standards affecting full-time and part-time workers in the private sector and in Federal, State, and local governments.
The idea that public services can be a source of legitimacy for fragile and conflict-affected states has been the topic of lively debate. Previous research suggests the link is not straightforward; it may depend on what citizens expect in the first place, how services are provided, or the history of state-society relations. Few studies have examined this in depth, or over time. This gap is striking because vicious circles of poor services, contested legitimacy and instability are common in fragile and conflict-affected contexts. Understanding when services feed these vicious cycles is important if international development agencies want to avoid doing harm to legitimacy and stability.
The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness — a distinct service evaluation concept. A telephone survey of a random sample of customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology. Relationship quality measured as a higher order construct, made of satisfaction; trust; affective and calculative commitment, is the main determinant of customer loyalty.
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