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 proceedingChapter

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
PublisherCRC Press
Pages195-200
Number of pages6
ISBN (Electronic)9780203075364
ISBN (Print)9780415621335
Publication statusPublished - 1 Jan 2012

Fingerprint

Consumer behavior
consumer behavior
Social Justice
social justice
Consumer Behavior

Keywords

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

ASJC Scopus subject areas

  • Engineering(all)
  • Agricultural and Biological Sciences(all)

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 (pp. 195-200). CRC Press.

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. CRC Press, 2012. p. 195-200.

Research output: Chapter in Book/Report/Conference proceedingChapter

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. CRC Press, pp. 195-200.
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. CRC Press. 2012. p. 195-200
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. CRC Press, 2012. pp. 195-200
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