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

Year 2020, Volume: 9 Issue: 1, 1 - 11, 30.03.2020
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.

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, Volume: 9 Issue: 1, 1 - 11, 30.03.2020
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

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 Volume: 9 Issue: 1

Cite

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

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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