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Lee, Kyootai
Energy-Related Techs & Innovation Lab
Research Interests
  • Individual and Organizational Innovativeness & Innovation Management in Energy-Related High Firms

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Identification of the four-factor structure of customers perceived fairness

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Title
Identification of the four-factor structure of customers perceived fairness
Author
Lee, KyootaiJoshi, KailashKim, Young Kyun
Keywords
customer satisfaction; distributive fairness; informational fairness; interpersonal fairness; loyalty; procedural fairness
Issue Date
201106
Publisher
Henry Stewart Publications
Citation
JOURNAL OF TARGETING, MEASUREMENT AND ANALYSIS FOR MARKETING, v.19, no.2, pp.113 - 126
Abstract
Customers perceived fairness has long been investigated. Despite its importance in the contemporary marketing psychology, a factor structure of perceived fairness has not been identified in entirety. The current study investigated the dimensionality of customers perceived fairness and provides evidence of the construct validity of its four dimensions. The results confirmed a four-factor structure of customers perceived fairness (distributive, procedural, interpersonal and informational fairness) and their distinct nature. In addition, these four dimensions were found to form a second-order factor of overall fairness, which strongly influences customers satisfaction with and loyalty to retailers.
URI
http://scholarworks.unist.ac.kr/handle/201301/3832
DOI
http://dx.doi.org/10.1057/jt.2011.12
ISSN
0967-3237
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SBA_Journal Papers

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