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  • Speaking up against service unfairness: The role of negative meta-perceptions

    Author(s)
    Ho, Ting Hin
    Tojib, Dewi
    Khajehzadeh, Saman
    Griffith University Author(s)
    Khajehzadeh, Saman
    Year published
    2017
    Metadata
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    Abstract
    Taking into account customers’ rapport with a service staff and levels of service unfairness, this paper aims to examine the role of negative meta-perceptions in predicting customers’ intention to directly speak up to the service staff following an unfair service treatment. The results show that negative meta-perceptions mediate the indirect effect of levels of rapport and service unfairness on speaking up directly to the service staff. The study offers a new explanation on why customers are hesitant to confront the service staff directly owing to negative meta-perceptions that they develop during service encounters.Taking into account customers’ rapport with a service staff and levels of service unfairness, this paper aims to examine the role of negative meta-perceptions in predicting customers’ intention to directly speak up to the service staff following an unfair service treatment. The results show that negative meta-perceptions mediate the indirect effect of levels of rapport and service unfairness on speaking up directly to the service staff. The study offers a new explanation on why customers are hesitant to confront the service staff directly owing to negative meta-perceptions that they develop during service encounters.
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    Journal Title
    Journal of Retailing and Consumer Services
    Volume
    35
    DOI
    https://doi.org/10.1016/j.jretconser.2016.11.002
    Subject
    Marketing
    Publication URI
    http://hdl.handle.net/10072/341559
    Collection
    • Journal articles

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