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

Autor:	Dewi Rooslani Tojib, Ting Hin Ho, Saman Khajehzadeh
Rok vydání:	2017
Předmět:	Marketing Service (business) business.industry Level of service media_common.quotation_subject 05 social sciences Public relations Perception 0502 economics and business 050211 marketing Service guarantee business Psychology 050203 business & management media_common
Zdroj:	Journal of Retailing and Consumer Services. 35:12-19
ISSN:	0969-6989
DOI:	10.1016/j.jretconser.2016.11.002
Popis:	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.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::f305bff4de66036d6c203bb7e6a48fed https://doi.org/10.1016/j.jretconser.2016.11.002 Zobrazit plný text záznamu Full Text from ScienceDirect