The impact of perceived commercial hospitality on perceived service fairness and behavioral intentions

Monizaihasra Mohamed, Ahmad Azmi Mohd. Ariffin

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Perceived service fairness is increasingly emerging as a strategy for hospitality-related establishments that strives to retain loyal customers and generate positive future behavioral outcomes in today's highly competitive environment. However, a limited number of studies have investigated perceived service fairness within this context as well as within and outside service failure. Therefore, applying theories and principles rooted in consumer behavior including perceived justice theory and equity theory, this current study presents a conceptual paper to explain the relationship between perceived service fairness (interactional, procedural, outcome and price) and future behavioral intentions of customers in the context of airlines. The mediating effect of perceived commercial hospitality on the relationship is also discussed in this conceptual paper. More specifically, the aim of this study is to explore the interrelationship between perceived service fairness, perceived commercial hospitality and behavioral intentions.

Original languageEnglish
Title of host publicationCurrent Issues in Hospitality and Tourism Research and Innovations - Proceedings of the International Hospitality and Tourism Conference, IHTC 2012
Pages195-199
Number of pages5
Publication statusPublished - 2012
EventInternational Hospitality and Tourism Conference, IHTC 2012 - Kuala Lumpur
Duration: 3 Sep 20125 Sep 2012

Other

OtherInternational Hospitality and Tourism Conference, IHTC 2012
CityKuala Lumpur
Period3/9/125/9/12

Fingerprint

Consumer behavior
Hospitality
Behavioral intention
Fairness

Keywords

  • Airline
  • Behavioral intentions
  • Perceived commercial hospitality
  • Perceived service fairness

ASJC Scopus subject areas

  • Management of Technology and Innovation
  • Strategy and Management

Cite this

Mohamed, M., & Mohd. Ariffin, A. A. (2012). The impact of perceived commercial hospitality on perceived service fairness and behavioral intentions. In Current Issues in Hospitality and Tourism Research and Innovations - Proceedings of the International Hospitality and Tourism Conference, IHTC 2012 (pp. 195-199)

The impact of perceived commercial hospitality on perceived service fairness and behavioral intentions. / Mohamed, Monizaihasra; Mohd. Ariffin, Ahmad Azmi.

Current Issues in Hospitality and Tourism Research and Innovations - Proceedings of the International Hospitality and Tourism Conference, IHTC 2012. 2012. p. 195-199.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Mohamed, M & Mohd. Ariffin, AA 2012, The impact of perceived commercial hospitality on perceived service fairness and behavioral intentions. in Current Issues in Hospitality and Tourism Research and Innovations - Proceedings of the International Hospitality and Tourism Conference, IHTC 2012. pp. 195-199, International Hospitality and Tourism Conference, IHTC 2012, Kuala Lumpur, 3/9/12.
Mohamed M, Mohd. Ariffin AA. The impact of perceived commercial hospitality on perceived service fairness and behavioral intentions. In Current Issues in Hospitality and Tourism Research and Innovations - Proceedings of the International Hospitality and Tourism Conference, IHTC 2012. 2012. p. 195-199
Mohamed, Monizaihasra ; Mohd. Ariffin, Ahmad Azmi. / The impact of perceived commercial hospitality on perceived service fairness and behavioral intentions. Current Issues in Hospitality and Tourism Research and Innovations - Proceedings of the International Hospitality and Tourism Conference, IHTC 2012. 2012. pp. 195-199
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