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The Effects of Perceived Service Fairness on Satisfaction, Trust and Behavioural Intentions

Nikbin, Davoud, Ismail, Ishak, Marimuthu, Malliga and Abu-Jarad, Ismael Younis (). The Effects of Perceived Service Fairness on Satisfaction, Trust and Behavioural Intentions. Singapore Management Review,33(2):58-68.

Document type: Journal Article
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Title The Effects of Perceived Service Fairness on Satisfaction, Trust and Behavioural Intentions
Author Nikbin, Davoud
Ismail, Ishak
Marimuthu, Malliga
Abu-Jarad, Ismael Younis
Journal Name Singapore Management Review
Year Available 2011
Volume Number 33
Issue Number 2
Start Page 58
End Page 68
Total Pages 11
Place of Publication Singapore
Publisher Singapore Institute of Management
Field of Research COMMERCE, MANAGEMENT, TOURISM AND SERVICES
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.


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URL http://m360.sim.edu.sg/Publications/singapore-management-reviews/Pages/SMR-Vol-33-No-2,-2011.aspx
 
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Created: Mon, 17 Jul 2017, 14:46:13 CST by Marion Farram