Et tu, Brute? How unfair!

Sanjeev Tripathi

Journal of Retailing and Consumer Services, 2017, vol. 39, issue C, 79-92

Abstract: Marketing literature has consistently suggested that retailers should invest in building trust, as customers’ trust in the retailer results in a number of benefits for the retailer. The objective of this article is to understand the impact of buyers’ prior trust in retailers on their price unfairness perceptions. To investigate this, we conduct three experiments; the findings of the first experiment suggest that buyers’ prior trust in retailer has a dual impact (forgiveness and betrayal) on their perception of price unfairness. Trust helps to reduce price unfairness perceptions when the magnitude of the price increase is small, but accentuates this when the price increase is large. Moreover, forgiveness acts as a mediator between price increase and perceived price unfairness. This mediation effect of forgiveness depends upon a shopper's prior trust in the store. The second experiment replicates these findings in a real life experimental setting and thus establishes the robustness of the findings in real life contexts. The third experiment extends the boundaries of this research by demonstrating that the effect of trust on price unfairness perception depends on the nature of comparisons, i.e., whether the price comparison is made with one's own past price or with a price paid by someone else.

Keywords: Trust; Perceived price unfairness; Forgiveness; Moderated mediation; Social exchange (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:39:y:2017:i:c:p:79-92

DOI: 10.1016/j.jretconser.2017.07.004

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