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

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 neg...

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Bibliographic Details
Published inJournal of retailing and consumer services Vol. 35; pp. 12 - 19
Main Authors Ho, Ting Hin, Tojib, Dewi, Khajehzadeh, Saman
Format Journal Article
LanguageEnglish
Published Elsevier Ltd 01.03.2017
Subjects
Meta-perceptions
Rapport
Service unfairness
Rapport
Service unfairness
Meta-perceptions
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Summary: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.
ISSN:0969-6989
1873-1384
DOI:10.1016/j.jretconser.2016.11.002