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dc.contributor.authorHo, Ting Hin
dc.contributor.authorTojib, Dewi
dc.contributor.authorKhajehzadeh, Saman
dc.date.accessioned2017-07-06T06:10:32Z
dc.date.available2017-07-06T06:10:32Z
dc.date.issued2017
dc.identifier.issn0969-6989
dc.identifier.doi10.1016/j.jretconser.2016.11.002
dc.identifier.urihttp://hdl.handle.net/10072/341559
dc.description.abstractTaking 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.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofpagefrom12
dc.relation.ispartofpageto19
dc.relation.ispartofjournalJournal of Retailing and Consumer Services
dc.relation.ispartofvolume35
dc.subject.fieldofresearchMarketing not elsewhere classified
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode150599
dc.subject.fieldofresearchcode1503
dc.subject.fieldofresearchcode1505
dc.subject.fieldofresearchcode1506
dc.titleSpeaking up against service unfairness: The role of negative meta-perceptions
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.hasfulltextNo Full Text
gro.griffith.authorKhajehzadeh, Saman


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