TY - JOUR
T1 - A Field Investigation of the Mediating Effects of Perceived Fairness on the Relationship between Perceived Control and Consumer Satisfaction
AU - Namasivayam, Karthik
AU - Mount, Daniel J.
PY - 2006
Y1 - 2006
N2 - This article reports the results of a field test of the effects of fairness and control on consumer satisfaction. Employing data collected through customer satisfaction surveys at an internationally reputed brand of hotels, strong support was found for the mediating role of fairness in the relationship between perceptions of control and satisfaction. This finding theoretically extends and reinforces previous research conducted using experimental methodology. The results of this study emphasize the need to take into account both perceived fairness and perceived control in explaining consumer satisfaction. Managerial and theoretical implications are discussed.
AB - This article reports the results of a field test of the effects of fairness and control on consumer satisfaction. Employing data collected through customer satisfaction surveys at an internationally reputed brand of hotels, strong support was found for the mediating role of fairness in the relationship between perceptions of control and satisfaction. This finding theoretically extends and reinforces previous research conducted using experimental methodology. The results of this study emphasize the need to take into account both perceived fairness and perceived control in explaining consumer satisfaction. Managerial and theoretical implications are discussed.
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U2 - 10.1177/1096348006289970
DO - 10.1177/1096348006289970
M3 - Article
AN - SCOPUS:68249119169
SN - 1096-3480
VL - 30
SP - 494
EP - 506
JO - Journal of Hospitality and Tourism Research
JF - Journal of Hospitality and Tourism Research
IS - 4
ER -