Abstract
This study examines the relationship among perceived service fairness, satisfaction, trust, and behavioural intentions. Data were gathered on perceived service fairness, satisfaction, trust, and behavioural intention by means of survey from restaurant customers in northern region of West Malaysia (Kedah, Perak, Penang, and Perlis States). The results of this study showed that all dimensions of perceived service fairness have a significant relationship with trust, satisfaction, and behavioural intentions, except for outcome fairness. Moreover, the results confirmed the mediating role of satisfaction and trust in the relationship between perceived service fairness and behavioural intention in interactional, procedural, and price fairness dimensions. However, their mediating role was not supported in outcome fairness dimension. Managerial implications of these findings are briefly discussed.
| Original language | English |
|---|---|
| Pages (from-to) | 58-73 |
| Number of pages | 16 |
| Journal | Singapore Management Review |
| Volume | 33 |
| Issue number | 2 |
| Publication status | Published - 2011 |
| Externally published | Yes |
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The effects of perceived service fairness on satisfaction, trust, and behavioural intentions. / Nikbin, Davoud; Ismail, Ishak; Marimuthu, Malliga; Abu-Jarad, Ismael Younis.
In: Singapore Management Review, Vol. 33, No. 2, 2011, p. 58-73.Research output: Contribution to journal › Review article › Research › peer-review
TY - JOUR
T1 - The effects of perceived service fairness on satisfaction, trust, and behavioural intentions
AU - Nikbin, Davoud
AU - Ismail, Ishak
AU - Marimuthu, Malliga
AU - Abu-Jarad, Ismael Younis
PY - 2011
Y1 - 2011
N2 - This study examines the relationship among perceived service fairness, satisfaction, trust, and behavioural intentions. Data were gathered on perceived service fairness, satisfaction, trust, and behavioural intention by means of survey from restaurant customers in northern region of West Malaysia (Kedah, Perak, Penang, and Perlis States). The results of this study showed that all dimensions of perceived service fairness have a significant relationship with trust, satisfaction, and behavioural intentions, except for outcome fairness. Moreover, the results confirmed the mediating role of satisfaction and trust in the relationship between perceived service fairness and behavioural intention in interactional, procedural, and price fairness dimensions. However, their mediating role was not supported in outcome fairness dimension. Managerial implications of these findings are briefly discussed.
AB - This study examines the relationship among perceived service fairness, satisfaction, trust, and behavioural intentions. Data were gathered on perceived service fairness, satisfaction, trust, and behavioural intention by means of survey from restaurant customers in northern region of West Malaysia (Kedah, Perak, Penang, and Perlis States). The results of this study showed that all dimensions of perceived service fairness have a significant relationship with trust, satisfaction, and behavioural intentions, except for outcome fairness. Moreover, the results confirmed the mediating role of satisfaction and trust in the relationship between perceived service fairness and behavioural intention in interactional, procedural, and price fairness dimensions. However, their mediating role was not supported in outcome fairness dimension. Managerial implications of these findings are briefly discussed.
KW - Behavioural intention
KW - Customer satisfaction
KW - Malaysia
KW - Service fairness
KW - Trust
UR - http://www.scopus.com/inward/record.url?scp=84865966133&partnerID=8YFLogxK
M3 - Review article
VL - 33
SP - 58
EP - 73
JO - Singapore Management Review
JF - Singapore Management Review
SN - 0129-5977
IS - 2
ER -