RESEARCH ON THE IMPACT OF PERCEIVED SERVICE FAIRNESS AND PRICE FAIRNESS ON THE COMPLAINING BEHAVIOUR OF RESTAURANT CUSTOMERS

Cenk Murat Kocoglu; Merve Yildirim Kalem

doi:10.17261/Pressacademia.2020.1188

Research Article

RESEARCH ON THE IMPACT OF PERCEIVED SERVICE FAIRNESS AND PRICE FAIRNESS ON THE COMPLAINING BEHAVIOUR OF RESTAURANT CUSTOMERS

Year 2020, , 1 - 11, 30.03.2020

Cenk Murat Kocoglu Merve Yildirim Kalem

https://doi.org/10.17261/Pressacademia.2020.1188

Abstract

Purpose -The aim of research is to determine perceptions of service fairness and price fairness of restaurant customers; to measure how perceptions of service fairness and price fairness affect their complaining behaviour.
Methodology - A structured questionnaire technique was used as data collection method. A total of 410 useable questionnaires were collected from customers of 40 restaurants in Karadeniz Ereğli. The data collected was analysed using the factor analysis, regression and correlation analysis.
Findings- There is moderate positive correlation between perceived service fairness and perceived price fairness in restaurant customers in Karadeniz Ereğli. A moderate negative correlation between perceived service fairness and complaining behavior was found. A low negative correlation between perceived price fairness and complaining behavior was found.
Conclusion- The study provides practical implications that provides restaurants decreasing their customers’ complaining behaviour and new insight on the relationship between perceived service fairness and perceived price fairness of restaurant customers.

Keywords

Perceived service fairness, perceived price fairness, complaining behaviour, restaurant customers, tourism marketing

References

Adams, J.S. (1963).Toward an Understanding of Inequity. Journal of Abnormal Psychology. 67,422-436. DOI: 10.1037/h0040968
Adams, J.S. (1965).Inequity in social Exchange, in: Berkowitz L. (Ed.), Advances in Experimental Psychology, 2., Academic Press: New York: 267-299.
Alabay, M.N. (2012). Müşteri Şikâyetleri Yönetimİ. Uluslararası Yönetim İktisat ve İşletme Dergisi. 8(16): 137-157. DOI:10.11122/ijmeb.2014.8.16.320
Barlow, J., Moller, C. (2008). A Complaint is a Gift: Using Customer Feedback as a Strategic Tool. San Francisco, California: Berrett-Koehler Publishers, Inc.
Bechwati, N.N., Sheth, J.N., and Sisodia, R.S. (2005).Consumers’ Perceptions of Pricing Unfairness. Advances in Consumer Research. 32, 388-389.
Berry, B.B, Parasuraman, and Zeithaml, V.A. (1994).Improving Service Quality in America: Lessons Learned. Academy of Management Executive. 8(2): 32-52. DOI: 10.5465/AME.1994.9503101072
Berry, L.L. (1999). Discover the Soul of Service: The nine drivers of sustainable business success,1st ed. New York: Free Press.
Blodgett, J.G., Granbois, D.H., and Walters, R.G. (1993).The Effects of perceived justice on complaints’ negative word-of-mouth behavior and repatronage intentions. Journal of Retailing. 69(4): 399-428. DOI:10.1016/0022-4359(93)90015-B
Bolton, L.E., Warlop, L., and Alba, J.W. (2003). Consumer Perceptions of Price (Un) Fairness. Journal of Consumer Research, 29, 474-49. DOI:10.1086/346244
Campbell, M.C. (1999). Perceptions of price unfairness: antecedents and consequences. Journal of Marketing Research. 36(2): 187-199. DOI:10.1177/002224379903600204
Campbell, M.C. (2007). Says Who?! How the Source of Price Information and Affect Influence Perceived Price (Un) Fairness. Journal of Marketing Research. 44(2): 261- 271. DOI:10.1509/jmkr.44.2.261
Carr, C.L. (2007).The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness. Decision Sciences. 38(1): 107-113. DOI: 10.1111/j.1540-5915.2007.00150.x
Chung, J.Y., James P.F. (2015).Measuring Price Fairness: Development of a Multidimensional Scale. Journal of Travel & Tourism Marketing. 32(7): 907-922. DOI: 10.1080/10548408.2015.1063894
Çilesiz, E., Selçuk, G.N.(2018, June 30). Hizmet Adaleti, Fiyat Adaleti ve Güven Algılarının Müşteri Memnuniyeti Üzerindeki Etkisi: Kış Koridorunda Konaklayan Yabancı Turistler Üzerine Bir Araştırma. Güncel Turizm Araştırmaları Dergisi. 2(1): 42-78. Retrieved from https://dergipark.org.tr/tr/pub/guntad/issue/38048/419803
Day, R.L., Landon, L. E. (1977).Toward a theory of consumer complaining behavior, in: Woodside, A., Steht, J., Bennet, P. (Ed.), Consumer and Industrial Buying Behaviour, North Holland Publishing Company, Amsterdam: 425-437.
Ferguson, J.L., Scholder, E.P., and Bearden, W.O. (2014).Procedural and Distributive Fairness: Determinants of Overall Price Fairness. Journal of Business Ethics. 121(2): 217-231. DOI: 10.1007/s10551-013-1694-2
Field, A.(2000). Discovering Statistics-Using SPSS for Windows. London: SAGE Publication.
Frey, B.S., Pommerehne, W.W. (1993).On the Fairness of Pricing-An Empirical Survey among the General Population. Journal of Economic Behavior & Organization. 20(3): 295-307. DOI: 10.1016/0167-2681(93)90027-M
Goodwin, C., Ross, I. (1990).Consumer Evaluations of Responses to Complaints: What’s Fair and Why.Journal of Services Marketing, 4(3): 53-61. DOI: /10.1108/EUM0000000002575
Gökdeniz, İ., Durukan, T., and Bozacı, İ.(2012, January 31).Müşterinin Firmaya Şikâyet Etme Eğilimini Etkileyen Örgütsel Faktörler Üzerine Uygulamalı Bir Çalışma.Üçüncü Sektör Sosyal Ekonomi. 47(2): 30-46. Retrieved from https://dergipark.org.tr/tr/pub/aksarayiibd/issue/22552/240996
Hanaysha, J. (2016).Restaurant Location and Price Fairness as Key Determinants of Brand Equity: A Study on Fast Food Restaurant Industry. Business and Economic Research. 6(1): 310-323. DOI:10.5296/ber.v6i1.9352
Hassan, M., Hassan, S., Nawaz, S.M., and Aksel, I. (2013, October).Measuring Customer Satisfaction and Loyalty Through Service Fairness, Service Quality and Price Fairness Perception: An Empirical Study of Pakistan Mobile Telecommunication Sector. Science International (Lahore). 25(4): 895-904. Retrieved from https://www.researchgate.net/publication/320566386
Herbig, P., Milewicz, J.(1993).The relationship of reputation and credibility to brand success. Journal of Consumer Marketing. 10(3): 18–24. DOI: 10.1108/EUM0000000002601
Herrmann, A., Xia, L., Monroe, K. B., and Huber, F. (2007). The influence of price fairness on customer satisfaction: An empirical test in the context of automobile purchases. Journal of Product & Brand Management, 16(1): 49-58. DOI: 10.1108/10610420710731151
Hirschman, A. O. (1970). Exit, Voice and Loyalty Responses to Decline in Firms, Organizations and States. Cambridge: Harvard University Press.
Hoffman, K. D., Kelley, S.W. (2000). Perceived Justice Needs and Recovery Evaluation: A Contingency Approach. European Journal of Marketing. 34(3/4): 418-430. DOI: 10.1108/03090560010311939
Hoffman, K. D., Bateson, J. E.G. (2006). Services Marketing: Concepts, Strategies and Cases, 3rd Ed.Thomson: South Western.
Hui, M.K., Au, K., and Zhao, X. (2007). Interactional Justice And The Fair Process Effect: The Role Of Outcome Uncertainty. Journal of Experimental Social Psychology. 43(2): 210-220. DOI:10.1016/j.jesp.2006.02.014
Huppertz, J.W., Arenson, S. J., and Evans, R. H. (1978). An Application of Equity Theory to Buyer–Seller Exchange Situations. Journal of Marketing Research. 15(2): 250–260. DOI: 10.2307/3151255
Kahneman, D., Knetsch, J., and Thaler, R. (1986). Fairness and the Assumptions of Economics. The Journal of Business. 59(4): 285-300. DOI: 10.1086/296367
Kılıç, B., Ok, S. (2012, January 6). Otel İşletmelerinde Müşteri Şikâyetleri ve Şikâyetlerin Değerlendirilmesi. Journal of Yasar University, 25(7): 4189-4202. Retrieved from https://dergipark.org.tr/tr/pub/jyasar/issue/19137/203078
Kim, J.H., Chen, J.S. (2010). The Effects of Situational and Personal Characteristic on Consumer Complaint Behavior in Restaurant Services. Journal of Travel & Tourism Marketing. 27(1): 96-112. DOI: 10.1080/10548400903539773
Kotler, P., Wong, V. Saunders, J., and Armstrong, G. (2005). Principles of Marketing, 4th Ed. Essex: Pearson Education Limited.
Kukar-Kinney, M., Xia, L., and Monroe, K. B. (2007). Consumers’ Perceptions of the Fairness of Price-Matching Refund Policies. Journal of Retailing, 83: 325-337. DOI: 10.1016/j.jretai.2007.03.005
Kwortnik, R. J., Han, X. (2010). The Influence of Guest Perceptions of Service Fairness on Lodging Loyalty in China. Cornell Hospitality Quarterly. 52(3): 321-332. DOI: 10.1177/1938965511409005
Lam, T., Tang, V. (2003). Recognizing Customer Complaint Behavior: The Case of Hong Kong Hotel Restaurants. Journal of Travel & Tourism Marketing. 14(1): 69-86. DOI: 10.1300/J073v14n01_05
Malc, D., Mumel, D., and Pisnik, A. (2016). Exploring price fairness perceptions and their inﬂuence on consumer behavior. Journal of Business Research. 69(9): 3693-3697. DOI: 10.1016/j.jbusres.2016.03.031
Matzler, K., Würtele, A., and Renzl, B. (2006). Dimensions of Price Satisfaction: A Study in the Retail Banking Industry. International Journal of Bank Marketing. 24(4): 216-231.DOI: 10.1108/02652320610671324
Maxwell, S.(2002). Rule-Based Price Fairness and Its Effect on Willingness to Purchase. Journal of Economic Psychology, 23(2): 191-212. DOI: 10.1016/S0167-4870(02)00063-6
Mccoll-Kennedy, J.R., Sparks, B. A. (2003). Application of Fairness Theory to Service Failures and Service Recovery. Journal of Service Research. 5(3): 251-266. DOI:10.1177/1094670502238918
McCollough, M. A. (2000).The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes. Journal of Hospitality and Tourism Research. 24(4): 423-447. DOI: 10.1177/109634800002400402
Nacar, R., Polat, V., Geçti, F., and Çiçek, M. (2012). Dinamik Fiyatlandırmada Algılanan Fiyat Adaletinin Marka İtibarına Etkisi: İDO Örneği. Balıkesir. 17. Ulusal Pazarlama Kongresi. 805-820. DOI: 10.13140/RG.2.1.4641.8004
Namkung, Y., Jang, S. C. (2010). Effects of Perceived Service Fairness on Emotions and Behavioral Intentions in Restaurants. European Journal of Marketing. 44(9/10): 1233-1259. DOI: 10.1108/03090561011062826
Nunnally, J., Bernstein, I. (1994). Psychometric Theory, 3rd Ed.New York: McGraw-Hill.
Oğuzbalaban, G., Akın, G. (2017). Karadeniz Ereğlisi’nin Destinasyon Olarak Yer Aldığı Turlar Üzerine Bir Araştırma. Uluslararası Sosyal Araştırmalar Dergisi. 10(54): 1108-1113. DOI: 10.17719/20175434679
Oliver, R.L., DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research. 14: 495-507. DOI: 10.1086/209131
Padula, G., Busacca, B. (2005). The Asymmetric Impact of Price-Attribute Performance on Overall Price Evaluation. International Journal of Service Industry Management. 16(1): 28-54. DOI: 10.1108/09564230510587140
Scherer, R.F., Wiebe, F. A., Luther, D. C., and Adams, J. S. (1988). Dimensionality Of Coping: Factor Stability Using The Ways of Coping Questionnaire. Psychological Reports. 62(3): 763-770. DOI: 10.2466/pr0.1988.62.3.763
Seiders, K., Berry, L.L. (1998). Service fairness: what is and why it matters. Academy of Management Executive. 12(2): 8-20. DOI: 10.5465/ame.1998.650513
Sekaran, U. (2003). Research Methods for Business: A Skill-Building Approach, 4th eds. New York: John Wiley High Education Press.
Srikanjanarak, S., Omar, A., and Ramayah, T. (2009, January). The Conceptualisation and Operational Measurement of Price Fairness Perception in Mass Service Context. Asian Academy of Management Journal. 14(2): 79-93. Retrieved from https://www.researchgate.net/publication/44035887
Su, L., Hsu, M.K. (2013). Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists. Journal of Travel Tourism Marketing. 30(8): 786-805. DOI: 10.1080/10548408.2013.835228
Tabachnick, B.G., Fidell, L.S. (2013). Using multivariate statistics, 6th Eds. Boston: MA: Pearson.
Weinstein, A. (2002). Customer retention: A usage segmentation and customer value approach. Journal of Targeting, Measurement & Analysis for Marketing. 10(3): 259-269. DOI: 10.1057/palgrave.jt.5740051
Xia, L., Monroe, K.B., and Cox, J.L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing. 68(4): 1–15. DOI: 10.1509/jmkg.68.4.1.42733
Xia, L., Monroe, K.B., and Cox, J.L. (2010, July 15). Is a good deal always fair? Examining the concepts of transaction value and price fairness. Journal of Economic Psychology,31(6): 884-894. Retrieved from http://isiarticles.com/bundles/Article/pre/pdf/9331.pdf
Yılmaz, V., Arı, E., and Doğan, R. (2016). Online Alışverişte Müşteri Şikâyet Niyetleri ve Davranışlarının Yapısal Eşitlik Modeli ile İncelenmesi. Journal of Yasar University. 11(42): 102-112. DOI:10.19168/jyu.60269
Yüksel, A., Yüksel, F. (2004). Turizmde Bilimsel Araştırma Yöntemleri. Ankara: Turhan Kitapevi

Year 2020, , 1 - 11, 30.03.2020

Cenk Murat Kocoglu Merve Yildirim Kalem

https://doi.org/10.17261/Pressacademia.2020.1188

Abstract

References

Adams, J.S. (1963).Toward an Understanding of Inequity. Journal of Abnormal Psychology. 67,422-436. DOI: 10.1037/h0040968
Adams, J.S. (1965).Inequity in social Exchange, in: Berkowitz L. (Ed.), Advances in Experimental Psychology, 2., Academic Press: New York: 267-299.
Alabay, M.N. (2012). Müşteri Şikâyetleri Yönetimİ. Uluslararası Yönetim İktisat ve İşletme Dergisi. 8(16): 137-157. DOI:10.11122/ijmeb.2014.8.16.320
Barlow, J., Moller, C. (2008). A Complaint is a Gift: Using Customer Feedback as a Strategic Tool. San Francisco, California: Berrett-Koehler Publishers, Inc.
Bechwati, N.N., Sheth, J.N., and Sisodia, R.S. (2005).Consumers’ Perceptions of Pricing Unfairness. Advances in Consumer Research. 32, 388-389.
Berry, B.B, Parasuraman, and Zeithaml, V.A. (1994).Improving Service Quality in America: Lessons Learned. Academy of Management Executive. 8(2): 32-52. DOI: 10.5465/AME.1994.9503101072
Berry, L.L. (1999). Discover the Soul of Service: The nine drivers of sustainable business success,1st ed. New York: Free Press.
Blodgett, J.G., Granbois, D.H., and Walters, R.G. (1993).The Effects of perceived justice on complaints’ negative word-of-mouth behavior and repatronage intentions. Journal of Retailing. 69(4): 399-428. DOI:10.1016/0022-4359(93)90015-B
Bolton, L.E., Warlop, L., and Alba, J.W. (2003). Consumer Perceptions of Price (Un) Fairness. Journal of Consumer Research, 29, 474-49. DOI:10.1086/346244
Campbell, M.C. (1999). Perceptions of price unfairness: antecedents and consequences. Journal of Marketing Research. 36(2): 187-199. DOI:10.1177/002224379903600204
Campbell, M.C. (2007). Says Who?! How the Source of Price Information and Affect Influence Perceived Price (Un) Fairness. Journal of Marketing Research. 44(2): 261- 271. DOI:10.1509/jmkr.44.2.261
Carr, C.L. (2007).The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness. Decision Sciences. 38(1): 107-113. DOI: 10.1111/j.1540-5915.2007.00150.x
Chung, J.Y., James P.F. (2015).Measuring Price Fairness: Development of a Multidimensional Scale. Journal of Travel & Tourism Marketing. 32(7): 907-922. DOI: 10.1080/10548408.2015.1063894
Çilesiz, E., Selçuk, G.N.(2018, June 30). Hizmet Adaleti, Fiyat Adaleti ve Güven Algılarının Müşteri Memnuniyeti Üzerindeki Etkisi: Kış Koridorunda Konaklayan Yabancı Turistler Üzerine Bir Araştırma. Güncel Turizm Araştırmaları Dergisi. 2(1): 42-78. Retrieved from https://dergipark.org.tr/tr/pub/guntad/issue/38048/419803
Day, R.L., Landon, L. E. (1977).Toward a theory of consumer complaining behavior, in: Woodside, A., Steht, J., Bennet, P. (Ed.), Consumer and Industrial Buying Behaviour, North Holland Publishing Company, Amsterdam: 425-437.
Ferguson, J.L., Scholder, E.P., and Bearden, W.O. (2014).Procedural and Distributive Fairness: Determinants of Overall Price Fairness. Journal of Business Ethics. 121(2): 217-231. DOI: 10.1007/s10551-013-1694-2
Field, A.(2000). Discovering Statistics-Using SPSS for Windows. London: SAGE Publication.
Frey, B.S., Pommerehne, W.W. (1993).On the Fairness of Pricing-An Empirical Survey among the General Population. Journal of Economic Behavior & Organization. 20(3): 295-307. DOI: 10.1016/0167-2681(93)90027-M
Goodwin, C., Ross, I. (1990).Consumer Evaluations of Responses to Complaints: What’s Fair and Why.Journal of Services Marketing, 4(3): 53-61. DOI: /10.1108/EUM0000000002575
Gökdeniz, İ., Durukan, T., and Bozacı, İ.(2012, January 31).Müşterinin Firmaya Şikâyet Etme Eğilimini Etkileyen Örgütsel Faktörler Üzerine Uygulamalı Bir Çalışma.Üçüncü Sektör Sosyal Ekonomi. 47(2): 30-46. Retrieved from https://dergipark.org.tr/tr/pub/aksarayiibd/issue/22552/240996
Hanaysha, J. (2016).Restaurant Location and Price Fairness as Key Determinants of Brand Equity: A Study on Fast Food Restaurant Industry. Business and Economic Research. 6(1): 310-323. DOI:10.5296/ber.v6i1.9352
Hassan, M., Hassan, S., Nawaz, S.M., and Aksel, I. (2013, October).Measuring Customer Satisfaction and Loyalty Through Service Fairness, Service Quality and Price Fairness Perception: An Empirical Study of Pakistan Mobile Telecommunication Sector. Science International (Lahore). 25(4): 895-904. Retrieved from https://www.researchgate.net/publication/320566386
Herbig, P., Milewicz, J.(1993).The relationship of reputation and credibility to brand success. Journal of Consumer Marketing. 10(3): 18–24. DOI: 10.1108/EUM0000000002601
Herrmann, A., Xia, L., Monroe, K. B., and Huber, F. (2007). The influence of price fairness on customer satisfaction: An empirical test in the context of automobile purchases. Journal of Product & Brand Management, 16(1): 49-58. DOI: 10.1108/10610420710731151
Hirschman, A. O. (1970). Exit, Voice and Loyalty Responses to Decline in Firms, Organizations and States. Cambridge: Harvard University Press.
Hoffman, K. D., Kelley, S.W. (2000). Perceived Justice Needs and Recovery Evaluation: A Contingency Approach. European Journal of Marketing. 34(3/4): 418-430. DOI: 10.1108/03090560010311939
Hoffman, K. D., Bateson, J. E.G. (2006). Services Marketing: Concepts, Strategies and Cases, 3rd Ed.Thomson: South Western.
Hui, M.K., Au, K., and Zhao, X. (2007). Interactional Justice And The Fair Process Effect: The Role Of Outcome Uncertainty. Journal of Experimental Social Psychology. 43(2): 210-220. DOI:10.1016/j.jesp.2006.02.014
Huppertz, J.W., Arenson, S. J., and Evans, R. H. (1978). An Application of Equity Theory to Buyer–Seller Exchange Situations. Journal of Marketing Research. 15(2): 250–260. DOI: 10.2307/3151255
Kahneman, D., Knetsch, J., and Thaler, R. (1986). Fairness and the Assumptions of Economics. The Journal of Business. 59(4): 285-300. DOI: 10.1086/296367
Kılıç, B., Ok, S. (2012, January 6). Otel İşletmelerinde Müşteri Şikâyetleri ve Şikâyetlerin Değerlendirilmesi. Journal of Yasar University, 25(7): 4189-4202. Retrieved from https://dergipark.org.tr/tr/pub/jyasar/issue/19137/203078
Kim, J.H., Chen, J.S. (2010). The Effects of Situational and Personal Characteristic on Consumer Complaint Behavior in Restaurant Services. Journal of Travel & Tourism Marketing. 27(1): 96-112. DOI: 10.1080/10548400903539773
Kotler, P., Wong, V. Saunders, J., and Armstrong, G. (2005). Principles of Marketing, 4th Ed. Essex: Pearson Education Limited.
Kukar-Kinney, M., Xia, L., and Monroe, K. B. (2007). Consumers’ Perceptions of the Fairness of Price-Matching Refund Policies. Journal of Retailing, 83: 325-337. DOI: 10.1016/j.jretai.2007.03.005
Kwortnik, R. J., Han, X. (2010). The Influence of Guest Perceptions of Service Fairness on Lodging Loyalty in China. Cornell Hospitality Quarterly. 52(3): 321-332. DOI: 10.1177/1938965511409005
Lam, T., Tang, V. (2003). Recognizing Customer Complaint Behavior: The Case of Hong Kong Hotel Restaurants. Journal of Travel & Tourism Marketing. 14(1): 69-86. DOI: 10.1300/J073v14n01_05
Malc, D., Mumel, D., and Pisnik, A. (2016). Exploring price fairness perceptions and their inﬂuence on consumer behavior. Journal of Business Research. 69(9): 3693-3697. DOI: 10.1016/j.jbusres.2016.03.031
Matzler, K., Würtele, A., and Renzl, B. (2006). Dimensions of Price Satisfaction: A Study in the Retail Banking Industry. International Journal of Bank Marketing. 24(4): 216-231.DOI: 10.1108/02652320610671324
Maxwell, S.(2002). Rule-Based Price Fairness and Its Effect on Willingness to Purchase. Journal of Economic Psychology, 23(2): 191-212. DOI: 10.1016/S0167-4870(02)00063-6
Mccoll-Kennedy, J.R., Sparks, B. A. (2003). Application of Fairness Theory to Service Failures and Service Recovery. Journal of Service Research. 5(3): 251-266. DOI:10.1177/1094670502238918
McCollough, M. A. (2000).The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes. Journal of Hospitality and Tourism Research. 24(4): 423-447. DOI: 10.1177/109634800002400402
Nacar, R., Polat, V., Geçti, F., and Çiçek, M. (2012). Dinamik Fiyatlandırmada Algılanan Fiyat Adaletinin Marka İtibarına Etkisi: İDO Örneği. Balıkesir. 17. Ulusal Pazarlama Kongresi. 805-820. DOI: 10.13140/RG.2.1.4641.8004
Namkung, Y., Jang, S. C. (2010). Effects of Perceived Service Fairness on Emotions and Behavioral Intentions in Restaurants. European Journal of Marketing. 44(9/10): 1233-1259. DOI: 10.1108/03090561011062826
Nunnally, J., Bernstein, I. (1994). Psychometric Theory, 3rd Ed.New York: McGraw-Hill.
Oğuzbalaban, G., Akın, G. (2017). Karadeniz Ereğlisi’nin Destinasyon Olarak Yer Aldığı Turlar Üzerine Bir Araştırma. Uluslararası Sosyal Araştırmalar Dergisi. 10(54): 1108-1113. DOI: 10.17719/20175434679
Oliver, R.L., DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research. 14: 495-507. DOI: 10.1086/209131
Padula, G., Busacca, B. (2005). The Asymmetric Impact of Price-Attribute Performance on Overall Price Evaluation. International Journal of Service Industry Management. 16(1): 28-54. DOI: 10.1108/09564230510587140
Scherer, R.F., Wiebe, F. A., Luther, D. C., and Adams, J. S. (1988). Dimensionality Of Coping: Factor Stability Using The Ways of Coping Questionnaire. Psychological Reports. 62(3): 763-770. DOI: 10.2466/pr0.1988.62.3.763
Seiders, K., Berry, L.L. (1998). Service fairness: what is and why it matters. Academy of Management Executive. 12(2): 8-20. DOI: 10.5465/ame.1998.650513
Sekaran, U. (2003). Research Methods for Business: A Skill-Building Approach, 4th eds. New York: John Wiley High Education Press.
Srikanjanarak, S., Omar, A., and Ramayah, T. (2009, January). The Conceptualisation and Operational Measurement of Price Fairness Perception in Mass Service Context. Asian Academy of Management Journal. 14(2): 79-93. Retrieved from https://www.researchgate.net/publication/44035887
Su, L., Hsu, M.K. (2013). Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists. Journal of Travel Tourism Marketing. 30(8): 786-805. DOI: 10.1080/10548408.2013.835228
Tabachnick, B.G., Fidell, L.S. (2013). Using multivariate statistics, 6th Eds. Boston: MA: Pearson.
Weinstein, A. (2002). Customer retention: A usage segmentation and customer value approach. Journal of Targeting, Measurement & Analysis for Marketing. 10(3): 259-269. DOI: 10.1057/palgrave.jt.5740051
Xia, L., Monroe, K.B., and Cox, J.L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing. 68(4): 1–15. DOI: 10.1509/jmkg.68.4.1.42733
Xia, L., Monroe, K.B., and Cox, J.L. (2010, July 15). Is a good deal always fair? Examining the concepts of transaction value and price fairness. Journal of Economic Psychology,31(6): 884-894. Retrieved from http://isiarticles.com/bundles/Article/pre/pdf/9331.pdf
Yılmaz, V., Arı, E., and Doğan, R. (2016). Online Alışverişte Müşteri Şikâyet Niyetleri ve Davranışlarının Yapısal Eşitlik Modeli ile İncelenmesi. Journal of Yasar University. 11(42): 102-112. DOI:10.19168/jyu.60269
Yüksel, A., Yüksel, F. (2004). Turizmde Bilimsel Araştırma Yöntemleri. Ankara: Turhan Kitapevi

There are 58 citations in total.

Details

Primary Language	English
Subjects	Finance, Business Administration
Journal Section	Articles
Authors	Cenk Murat Kocoglu This is me 0000-0002-9888-6051 Merve Yildirim Kalem This is me 0000-0002-0101-539X
Publication Date	March 30, 2020
Published in Issue	Year 2020

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APA	Kocoglu, C. M., & Kalem, M. Y. (2020). RESEARCH ON THE IMPACT OF PERCEIVED SERVICE FAIRNESS AND PRICE FAIRNESS ON THE COMPLAINING BEHAVIOUR OF RESTAURANT CUSTOMERS. Journal of Business Economics and Finance, 9(1), 1-11. https://doi.org/10.17261/Pressacademia.2020.1188

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Journal of Business, Economics and Finance (JBEF) is a scientific, academic, double blind peer-reviewed, quarterly and open-access journal. The publication language is English. The journal publishes four issues a year. The issuing months are March, June, September and December. The journal aims to provide a research source for all practitioners, policy makers and researchers working in the areas of business, economics and finance. The Editor of JBEF invites all manuscripts that that cover theoretical and/or applied researches on topics related to the interest areas of the Journal. JBEF charges no submission or publication fee.

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