Speaking up against service unfairness: The role of negative meta-perceptions

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• 作者：Ting Hin Ho^a ; ^{ivan.ho@monash.edu} ; Dewi Tojib^b ; ^{dewi.tojib@monash.edu} ; Saman Khajehzadeh^c ; ^{s.khajehzadeh@griffith.edu.au}
• 关键词：Service unfairness ; Rapport ; Meta-perceptions
• 刊名：Journal of Retailing and Consumer Services
• 出版年：2017
• 出版时间：March 2017
• 年：2017
• 卷：35
• 期：Complete
• 页码：12-19
• 全文大小：357 K
• 卷排序：35

文摘

Taking into account customers’ rapport with a service staff and levels of service unfairness, this paper aims to examine the role of negative meta-perceptions in predicting customers’ intention to directly speak up to the service staff following an unfair service treatment. The results show that negative meta-perceptions mediate the indirect effect of levels of rapport and service unfairness on speaking up directly to the service staff. The study offers a new explanation on why customers are hesitant to confront the service staff directly owing to negative meta-perceptions that they develop during service encounters.