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

Ting Hin Ho, Dewi Tojib and Saman Khajehzadeh

Journal of Retailing and Consumer Services, 2017, vol. 35, issue C, 12-19

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.

Keywords: Service unfairness; Rapport; Meta-perceptions (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:35:y:2017:i:c:p:12-19

DOI: 10.1016/j.jretconser.2016.11.002

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