Perceived Fairness, Emotions, and Intention of Fast Food Chain Restaurants Customers in Indonesia
Adams, J. S. 1966. Inequity In Social Exchange. Advances in Experimental Social Psychology, 2(C), 267–299. https://doi.org/10.1016/S0065-2601(08)60108-2
Aggarwal, P., and R. P. Larrick. 2012. When consumers care about being treated fairly/ : The interaction of relationship norms and fairness norms &. Journal of Consumer Psychology, 22(1), 114–127. https://doi.org/10.1016/j.jcps.2011.11.009
Azar, A. and Z. A. Darvishi. 2011. Development and validation of a measure of justice perception in the frame of Fairness theory – Fuzzy approach. Expert Systems with Applications, 38, 7364–7372.
Bagozzi, R. P. 1975. Marketing as Exchange. Journal of Marketing, 39, 32–39. https://doi.org/10.2307/1250593
Barclay, L. J., D. P. Skarlicki,and S. D. Pugh. 2005. Exploring the Role of Emotions in Injustice Perceptions and Retaliation. Journal of Applied Psychology, 90(4), 629–643.
Barclay, L. J., and D. P. Skarlicki. 2009. Healing the Wounds of Organizational Injustice: Examining the Benefits of Expressive Writing. Journal of Applied Psychology, 94(2), 511–523.
Blader, S. L., B. M. Wiesenfeld, M. Fortin, and S. L. Wheeler-Smith. 2013. Fairness Lies in The Heart of The Beholder: How The Social Emotions of Third Parties Influence Reactions to Injustice. Organizational Behavior and Human Decision Processes, 121, 62–80.
Cassar, V., and S. C. Buttigieg. 2015. Psychological Contract Breach, Organizational Justice and Emotional Well-being. Personnel Review, 44(2), 217–235.
Chalmers, S. 2016. Ethical Fairness in Financial Services Complaint Handling. International Journal of Bank Marketing, 34(4), 570–586.
Chen, A., N. Peng, and K. Hung. 2015. The Effects of Luxury Restaurant Environments on Diners’ Emotions and Loyalty: Incorporating Diner Expectations into An Extended Mehrabian-Russell Model. International Journal of Contemporary Hospitality Management, 27(2), 236–260.
Chou, C., Y. Hsu, and Y. Goo. 2009. Service Failures and Recovery Strategies from the Service Provider Perspective. Asia Pacific Management Review, 14(2), 237–249.
Chun, J. S., J. Brockner, and D. De Cremer. 2018. How Temporal and Social Comparisons in Performance Evaluation Affect Fairness Perceptions. Organizational Behavior and Human Decision Processes, 145, 1–15.
Cohen-Charash, Y., and P. E. Spector. 2001. The Role of Justice in Organizations: A Meta-Analysis. Organizational Behavior and Human Decision Processes, 86(2), 278–321.
Colquitt, J. A. 2001. On The Dimensionality of Organizational Justice: A Construct Validation of a Measure. Journal of Applied Psychology, 86(3), 386–400. https://doi.org/10.1037//0021-9010.86.3.386
Cropanzano, R., D. E. Bowen, and S. W. Gilliland. 2007. The Management of Organizational Justice. Academy of Management Perspectives, 21(4), 34–48.
Cropanzano, R. L. Paddock, D. E. Rupp, J. Bagger,and A. Baldwin. 2008. How Regulatory Focus Impacts The Process-by-Outcome Interaction for Perceived Fairness and Emotions. Organizational Behavior and Human Decision Processes, 105, 36–51.
Cropanzano, R., and J. H. Stein. 2009. Organizational Justice and Behavioral Ethics: Promises and Prospects. Business Ethics Quarterly, 19(2), 193–233.
Croonen, E. 2010. Trust and Fairness During Strategic Change Processes in Franchise Systems. Journal of Business Ethics, 95(2), 191–209.
Daskalopoulou, I. 2008. Fairness perceptions and observed consumer behavior: Results of a partial observability model. The Journal of Socio-Economics, 37, 31–44.
Deutsch, M. 1985. Distributive Justice. (Lexington Books, Ed.)
Dzansi, L. W. 2016. A South African Study Of Influence Of Fairness Of Human Resource Management Practices On Service Quality. The Journal of Applied Business Research, 32(2), 871–882.
Faullant, R., J. Fueller, and K. Hutter. 2017. Fair Play: Perceived Fairness in Crowdsourcing Competitions and The Customer Relationship-Related Consequences. Management Decision, 55(9), 1924–1941.
Fishbein, M., and I. Ajzen. 2010. Predicting and Changing Behavior: The Reasoned Action Approach. New York Hove: Psychology Press Taylor and Francis Group.
Fishbein, M., and S. Middlestadt. 1995. Noncognitive Effects on Attitude Formation and Change: Fact or Artifact? Journal of Consumer Psychology, 4(2), 181–202. https://doi.org/10.1207/s15327663jcp0402_05
Fornell, C., and D. F. Larcker. 1981. Evaluation Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50.
Giovanis, A., P. Athanasopoulou, and E. Tsoukatos. 2015. The Role of Service Fairness in The Service Quality – Relationship Quality – Customer Loyalty Chain: An Empirical Study. Journal of Service Theory and Practice, 25(6), 744–766.
Goldenberg, I., M. Andres, and D. Resteigne. 2016. Is Military Employment Fair? Application of Social Comparison Theory in a Cross-National Military Sample. Armed Forces & Society, 42(3), 518–541.
Gronroos, C. 2007. Service Management and Marketing: Customer Management in Service Competition. (3rd ed.). Wiley.
Hair, J. F., W. C. Black, B. J. Babin, and R. E. Anderson. 2010.Multivariate Data Analysis (7th ed.). Upper Saddle River, NJ: Pearson Education. https://doi.org/10.1016/j.ijpharm.2011.02.019
Haws, K. L., and W. O. Bearden. (2006). Dynamic Pricing and Consumer Fairness Perceptions. Journal of Consumer Research, 33(3), 304–311. https://doi.org/10.1086/508435
Heo, C. Y., and S. Lee. 2011. Influences of Consumer Characteristics on Fairness Perceptions of Revenue Management Pricing in The Hotel Industry. International Journal of Hospitality Management, 30, 245–251.
Homburg, C., D. Totzek, and M. Kramer. 2014. How Price Complexity Takes Its Toll: The Neglected Role of a Simplicity Bias and Fairness in Price Evaluations. Journal of Business Research, 67, 1114–1122.
Huang, W. 2016. Responsible Pay: Managing Compliance, Organizational Efficiency and Fairness in The Choice of Pay Systems in China’s Automotive Companies. The International Journal of Human Resource Management, 27(18), 2161–2181.
Hur, W., S. I. L. Park,and T. Moon. 2014. The Moderating Roles of Organizational Justice on The Relationship between Emotional Exhaustion and Organizational Loyalty in Airline Services. Journal of Services Marketing, 28(3), 195–206.
Jang, S.,and Y. Namkung. 2009. Perceived Quality, Emotions, and Behavioral Intentions: Application of An Extended Mehrabian–Russell Model to Restaurants. Journal of Business Research, 62, 451–460.
Kahneman, D., J. L. Knetsch, and R. Thaler. 1986. Fairness and The Assumptions of Economics. Journal of Business, 59(4), S285–S300.
Kaura, V., C. S. D. Prasad, and S. Sharma. 2015. Service Quality, Service Convenience, Price and Fairness, Customer Loyalty, and The Mediating Role of Customer Satisfaction. International Journal of Bank Marketing, 33(4), 404–422.
Kim, J.,and S. J. Lennon. 2013. Effects of Reputation and Website Quality on Online Consumers’ Emotion, Perceived Risk and Purchase Intention: Based on The Stimulus-Organism-Response Model. Journal of Research in Interactive Marketing, 7(1), 33–56.
Kim, S.,and S. Park. 2017. Diversity Management and Fairness in Public Organizations. Public Organization Review, 17, 179–193.
Kukar-Kinney, M., L. Xia, and K. B. Monroe. 2007. Consumers’ Perceptions of The Fairness of Price-Matching Refund Policies. Journal of Retailing, 83(3), 325–337.
Lee, S. H. 2010. Consumer Response to Technology Products. Dissertation, Consumer Science and Retailing Purdue University
Lee, Y. L., B. Sparks, and K. Butcher. 2013. Service Encounters and Face Loss: Issues of Failures, Fairness, and Context. International Journal of Hospitality Management, 34, 384–393.
Liang, R.,and J. Zhang. 2011. The Effect Of Service Interaction Orientation On Customer Satisfaction And Behavioral Intention: The Moderating Effect Of Dining Frequency. Procedia Social and Behavioral Sciences, 24, 1026–1035.
Liang, C., D. Gua, F. Tao, H. K. Jain, Y. Zhao, and B. Ding. 2017. Influence of Mechanism of Patient-Accessible Hospital Information System Implementation on Doctor–Patient Relationships: A Service Fairness Perspective. Information & Management, 54, 57–72.
Lii, Y., and E. Sy. 2009. Internet Differential Pricing: Effects on Consumer Price Perception, Emotions, and Behavioral Responses. Computers in Human Behavior, 25, 770–777.
Liu, W., X. Shen, and D. Xie. 2017. Decision Method for The Optimal Number of Logistics Service Providers with Service Quality Guarantee and Revenue Fairness. Applied Mathematical Modelling, 48, 53–69.
Ltifi, M.,and J. Gharbi. 2012. E-Satisfaction and E-Loyalty of Consumers Shopping Online. Journal of Internet Banking and Commerce, 17(1), 1–20.
Mehrabian, A., and J. A. Russell. 1974. An Approach to Environmental Psychology. MIT Press.
Namasivayam, K. 2004. Action Control, Proxy Control, and Consumers’ Evaluations of The Service Exchange. Psychology and Marketing, 21(6), 463–480. https://doi.org/10.1002/mar.20014
Namkung, Y., and S. C. Jang. 2010. Effects of Perceived Service Fairness on Emotions, and Behavioral Intentions in Restaurants. European Journal of Marketing, 44(9/10), 1233–1259.https://doi.org/10.1108/03090561011062826
Naquin, C. E., T. R. Kurtzberg, and A. Krishnan. 2015. Fairness Judgments and Counterfactual Thinking: Pricing Goods versus Services. International Journal of Organizational Analysis, 23(2), 174–190.
Nguyen, B., and P. Klaus. 2013. Retail Fairness: Exploring Consumer Perceptions of Fairness towards Retailers’ Marketing Tactics. Journal of Retailing and Consumer Services, 20, 311–324.
Nikbin, D., M. Marimuthu, and S. S. Hyun. 2016. Influence of Perceived Service Fairness on Relationship Quality and Switching Intention: An Empirical Study of Restaurant Experiences. Current Issues in Tourism, 19(10), 1005–1026.
Nunnally, J. C., and I. H. Bernstein. (1994). Psychometric Theory (3rd ed). McGraw-Hill.
Radke, S., I. C. Schäfer, B. W. Müller, and E. R. A. de Bruijn. 2013. Do Different Fairness Contexts and Facial Emotions Motivate “Irrational” Social Decision-Making in Major Depression? An Exploratory Patient Study. Psychiatry Research, 210, 438–443.
Reuben, E., and F. van Winden. 2010. Fairness Perceptions and Prosocial Emotions in The Power to Take. Journal of Economic Psychology, 31, 908–922.
Roy, S. K., W. M. Lassar, and V. Shekhar. 2016. Convenience and Satisfaction: Mediation of Fairness and Quality. The Service Industries Journal, 36(5–6), 239–260.
Schlett, C., and R. Ziegler. 2014. Job Emotions and Job Cognitions as Determinants of Job Satisfaction: The Moderating Role of Individual Differences in Need for Affect. Journal of Vocational Behavior, 84, 74–89.
Seiders, K., and L. L. Berry. 1998. Service Fairness: What It Is and Why It Matters. Academy of Management Executive, 12(2), 8–20.
Sekhon, H. S., S. L. Roy, and J. Devlin. 2016. Perceptions of Fairness in Financial Services: An Analysis of Distribution Channels. International Journal of Bank Marketing, 34(2), 171–190.
Silva, M. R., and A. Caetano. 2016. Organizational Justice Across Cultures: A Systematic Review of Four Decades of Research and Some Directions for the Future. Social Justice Research, 29, 257–287.
Sjostrom, O., and D. Holst. 2002. Validity of A Questionnaire Survey: Response Patterns in Different Subgroups and The Effect of Social Desirability. Acta Odontologica Scandinavica, 60(3), 136–140.
Skarlicki, D. P., D. D. van Jaarsveld, and D. D.Walker. 2008. Getting Even for Customer Mistreatment: The Role of Moral Identity in the Relationship Between Customer Interpersonal Injustice and Employee Sabotage. Journal of Applied Psychology, 93(6), 1335–1347.
Smith, A. K., and R. N. Bolton. 2002. The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments. Journal of the Academy of Marketing Science, 30(1), 5–23. https://doi.org/10.1177/03079450094298
Su, L., S. Huang, and X. Chen. 2015. Effects of Service Fairness and Service Quality on Tourists’ Behavioral Intentions and Subjective Well-Being. Journal of Travel & Tourism Marketing, 32(3), 290–307.
Su, L., S. R. Swanson, and X. Chen. 2016. The Impact of Perceived Service Fairness and Quality on the Behavioral Intentions of Chinese Hotel Guests: the Mediating Role of Consumption Emotions. Journal of Travel & Tourism Marketing, 33(1), 88–102.
Tangney, J. P., and K. W. Fischer. 1995. Self-conscious Emotions: The Psychology of Shame, Guilt, Embarrassment, and Pride. Guildford Press.
Tzafrir,S. S., and S. Hareli. 2009. Employees’ Emotional Reactions to Promotion Decisions: The Role of Causal Attributions and Perceptions of Justice. Career Development International, 14(4), 351–371.
Uludag, O. 2014. Fair and Square: How does Perceptions of Fairness is Associated to Aggression? Procedia - Social and Behavioral Sciences, 143, 504–508.
Wang, N., Z. Fan, and X. Wang. 2016. Channel Coordination in Logistics Service Supply Chain considering Fairness. Mathematical Problems in Engineering, 1–15.
Wang, X., K. F. Yuen, Y. D. Wong, and C. Teo. 2018. It is Green, but Is It Fair? Investigating Consumers’ Fairness Perception of Green Service Offerings. Journal of Cleaner Production, 181, 235–248.
Wen, B., and C. Geng qing Chi. 2013. Examine The Cognitive and Affective Antecedents to Service Recovery Satisfaction. International Journal of Contemporary Hospitality Management, 25(3), 306–327. https://doi.org/10.1108/09596111311310991
White, A., M. Breazeale, and J. E. Collier. 2012. The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies. Journal of Retailing, 88(2), 250–261.
Williamson, K., and K. J. Williams. 2011. Organisational Justice, Trust and Perceptions of Fairness in The Implementation of Agenda for Change. Radiography, 17, 61–66.
Xia, L., K. B. Monroe, and J. L. Cox. 2004. The Price Is Unfair! A Conceptual Framework of Price Fairness Perceptions. Journal of Marketing, 68(4), 1–15. https://doi.org/10.1509/jmkg.184.108.40.206733
Xia, L., and K. B. Monroe. 2010. Is A Good Deal Always Fair? Examining The Concepts of Transaction Value and Price Fairness. Journal of Economic Psychology, 31, 884–894.
Xia, L., M. Kukar-Kinney, and K. B. Monroe. 2010. Effects of Consumers’ Efforts on Price and Promotion Fairness Perceptions. Journal of Retailing, 86(1), 1–10.
Xu, X., S. C. Payne, M. T. Horner, and A. L. Alexander. 2016. Individual Difference Predictors of Perceived Organizational Change Fairness. Journal of Managerial Psychology, 31(2), 420–433.
Zmerli, S., and J. C. Castillo. 2015. Income Inequality, Distributive Fairness and Political Trust in Latin America. Social Science Research, 52, 179–192.
- There are currently no refbacks.
Copyright (c) 2018 Gadjah Mada International Journal of Business
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.