Measuring service fairness and its impact on service quality and satisfaction: a study of Indian Banking Services
Author
Abstract
Suggested Citation
DOI: 10.1057/s41264-020-00069-7
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Cohen-Charash, Yochi & Spector, Paul E., 2001. "The Role of Justice in Organizations: A Meta-Analysis," Organizational Behavior and Human Decision Processes, Elsevier, vol. 86(2), pages 278-321, November.
- Greenberg, Jerald, 1993. "Stealing in the Name of Justice: Informational and Interpersonal Moderators of Theft Reactions to Underpayment Inequity," Organizational Behavior and Human Decision Processes, Elsevier, vol. 54(1), pages 81-103, February.
- Harpreet Kaur & Sangeeta Arora, 2019. "Demographic influences on consumer decisions in the banking sector: evidence from India," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 24(3), pages 81-93, December.
- Sanjit Kumar Roy & Walfried M. Lassar & Vaibhav Shekhar, 2016. "Convenience and satisfaction: mediation of fairness and quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(5-6), pages 239-260, April.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Waseem Ul Hameed & Asifa Jahangir & Ali Junaid Khan & Jawad Iqbal, 2022. "How to Develop Social Equity for Consumers? A Technology-Based Framework," iRASD Journal of Economics, International Research Alliance for Sustainable Development (iRASD), vol. 4(2), pages 173-186, June.
- Hasnan Baber, 2021. "Efficacy of COVID-19 screening system and customer satisfaction in banks: moderating role of the perceived threat and health risk," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(4), pages 295-304, December.
- Nathan Chubaka Mushagalusa & Eddy Balemba Kanyurhi & Deogratias Bugandwa Mungu Akonkwa & Patrick Murhula Cubaka, 2022. "Measuring price fairness and its impact on consumers’ trust and switching intentions in microfinance institutions," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(2), pages 111-135, June.
- Rajeev Kumra & Praveen Kumar Sharma, 2022. "Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(4), pages 372-386, December.
- Md. Alamgir Hossain & Most. Nirufer Yesmin & Nusrat Jahan & Minho Kim, 2021. "Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership," Sustainability, MDPI, vol. 13(13), pages 1-13, July.
- Syed Shujaat Ali Shah & Zia Khan, 2021. "Creating advocates: understanding the roles of CSR and firm innovativeness," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 95-106, June.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Kim, Andrea & Moon, Jinhee & Shin, Jiseon, 2019. "Justice perceptions, perceived insider status, and gossip at work: A social exchange perspective," Journal of Business Research, Elsevier, vol. 97(C), pages 30-42.
- Valérie Barraud-Didier & Marie-Christine Henninger & Geneviève Nguyen, 2015. "Les agriculteurs sont-ils traités justement par leur coopérative?," Post-Print hal-02632236, HAL.
- Thomas Tang & Hsi Liu, 2012. "Love of Money and Unethical Behavior Intention: Does an Authentic Supervisor’s Personal Integrity and Character (ASPIRE) Make a Difference?," Journal of Business Ethics, Springer, vol. 107(3), pages 295-312, May.
- Elisaveta Sardžoska & Thomas Tang, 2015. "Monetary Intelligence: Money Attitudes—Unethical Intentions, Intrinsic and Extrinsic Job Satisfaction, and Coping Strategies Across Public and Private Sectors in Macedonia," Journal of Business Ethics, Springer, vol. 130(1), pages 93-115, August.
- Thomas Li-Ping Tang & Toto Sutarso & Mahfooz A. Ansari & Vivien Kim Geok Lim & Thompson Sian Hin Teo & Fernando Arias-Galicia & Ilya E. Garber & Randy Ki-Kwan Chiu & Brigitte Charles-Pauvers & Roberto, 2018. "Monetary Intelligence and Behavioral Economics Across 32 Cultures: Good Apples Enjoy Good Quality of Life in Good Barrels," Journal of Business Ethics, Springer, vol. 148(4), pages 893-917, April.
- Thomas Li-Ping Tang & Toto Sutarso & Mahfooz A. Ansari & Vivien K. G. Lim & Thompson S. H. Teo & Fernando Arias-Galicia & Ilya E. Garber & Randy Ki-Kwan Chiu & Brigitte Charles-Pauvers & Roberto Luna-, 2018. "Monetary Intelligence and Behavioral Economics: The Enron Effect—Love of Money, Corporate Ethical Values, Corruption Perceptions Index (CPI), and Dishonesty Across 31 Geopolitical Entities," Journal of Business Ethics, Springer, vol. 148(4), pages 919-937, April.
- Ambrose, Maureen L., 2002. "Contemporary justice research: A new look at familiar questions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 89(1), pages 803-812, September.
- Elizabeth E. Umphress & John B. Bingham, 2011. "When Employees Do Bad Things for Good Reasons: Examining Unethical Pro-Organizational Behaviors," Organization Science, INFORMS, vol. 22(3), pages 621-640, June.
- Kerwin, Shannon & Jordan, Jeremy S. & Turner, Brian A., 2015. "Organizational justice and conflict: Do perceptions of fairness influence disagreement?," Sport Management Review, Elsevier, vol. 18(3), pages 384-395.
- Sangeeta Sahu & Avinash D. Pathardikar, 2014. "Job Cognition and Justice Influencing Organizational Attachment," SAGE Open, , vol. 4(1), pages 21582440145, February.
- Elisaveta Sardžoska & Thomas Tang, 2012. "Work-Related Behavioral Intentions in Macedonia: Coping Strategies, Work Environment, Love of Money, Job Satisfaction, and Demographic Variables," Journal of Business Ethics, Springer, vol. 108(3), pages 373-391, July.
- Colquitt, Jason A. & Scott, Brent A. & Judge, Timothy A. & Shaw, John C., 2006. "Justice and personality: Using integrative theories to derive moderators of justice effects," Organizational Behavior and Human Decision Processes, Elsevier, vol. 100(1), pages 110-127, May.
- Thomas Tang & Toto Sutarso, 2013. "Falling or Not Falling into Temptation? Multiple Faces of Temptation, Monetary Intelligence, and Unethical Intentions Across Gender," Journal of Business Ethics, Springer, vol. 116(3), pages 529-552, September.
- Ozgur Demirtas, 2015. "Ethical Leadership Influence at Organizations: Evidence from the Field," Journal of Business Ethics, Springer, vol. 126(2), pages 273-284, January.
- Elisaveta Sardžoska & Thomas Tang, 2009. "Testing a Model of Behavioral Intentions in the Republic of Macedonia: Differences Between the Private and the Public Sectors," Journal of Business Ethics, Springer, vol. 87(4), pages 495-517, July.
- Jingqiu Chen & Thomas Tang & Ningyu Tang, 2014. "Temptation, Monetary Intelligence (Love of Money), and Environmental Context on Unethical Intentions and Cheating," Journal of Business Ethics, Springer, vol. 123(2), pages 197-219, August.
- Shandana Shoaib & Yehuda Baruch, 2019. "Deviant Behavior in a Moderated-Mediation Framework of Incentives, Organizational Justice Perception, and Reward Expectancy," Journal of Business Ethics, Springer, vol. 157(3), pages 617-633, July.
- Maura A. Belliveau, 2012. "Engendering Inequity? How Social Accounts Create vs. Merely Explain Unfavorable Pay Outcomes for Women," Organization Science, INFORMS, vol. 23(4), pages 1154-1174, August.
- Valérie Barraud-Didier & Marie-Christine Henninger & Geneviève N’guyen, 2015. "Are farmers treated fairly by their cooperative? [¿ Los agricultores son tratados de manera justa por su cooperativa ?]," Post-Print hal-01818767, HAL.
- Trautmann, Stefan T., 2009. "A tractable model of process fairness under risk," Journal of Economic Psychology, Elsevier, vol. 30(5), pages 803-813, October.
More about this item
Keywords
Service fairness; Customer satisfaction; Service quality; FAIRSERV; Retail banking; Structural equation modeling;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:jofsma:v:25:y:2020:i:1:d:10.1057_s41264-020-00069-7. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.