Convenience and satisfaction: mediation of fairness and quality

Sanjit Kumar Roy, Walfried M. Lassar and Vaibhav Shekhar

The Service Industries Journal, 2016, vol. 36, issue 5-6, 239-260

Abstract: This study investigates the role of service fairness and service quality in the relationship between service convenience types (decision, access, transaction, benefit and post-benefit) and customer satisfaction. Results show that service convenience has a significant positive impact on service fairness. Both service fairness and service quality mediate the relationship between service convenience and customer satisfaction. This study provides useful insights to both researchers and practitioners on the role of service convenience in improving service fairness, service quality and customer satisfaction. Findings of this study contribute to the literature by empirically investigating the impact of service convenience types on service fairness, service quality and customer satisfaction; and by examining the mediating role of service fairness and service quality between convenience types and customer satisfaction.

Date: 2016
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DOI: 10.1080/02642069.2016.1186657

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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