Show simple item record

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
dc.subject.fieldofresearchcode3506
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


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record