dc.contributor.author | Ho, Ting Hin | |
dc.contributor.author | Tojib, Dewi | |
dc.contributor.author | Khajehzadeh, Saman | |
dc.date.accessioned | 2017-07-06T06:10:32Z | |
dc.date.available | 2017-07-06T06:10:32Z | |
dc.date.issued | 2017 | |
dc.identifier.issn | 0969-6989 | |
dc.identifier.doi | 10.1016/j.jretconser.2016.11.002 | |
dc.identifier.uri | http://hdl.handle.net/10072/341559 | |
dc.description.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. | |
dc.description.peerreviewed | Yes | |
dc.language | English | |
dc.language.iso | eng | |
dc.publisher | Elsevier | |
dc.relation.ispartofpagefrom | 12 | |
dc.relation.ispartofpageto | 19 | |
dc.relation.ispartofjournal | Journal of Retailing and Consumer Services | |
dc.relation.ispartofvolume | 35 | |
dc.subject.fieldofresearch | Marketing | |
dc.subject.fieldofresearchcode | 3506 | |
dc.title | Speaking up against service unfairness: The role of negative meta-perceptions | |
dc.type | Journal article | |
dc.type.description | C1 - Articles | |
dc.type.code | C - Journal Articles | |
gro.hasfulltext | No Full Text | |
gro.griffith.author | Khajehzadeh, Saman | |