The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does it Matter?

Journal of Marketing Theory and Practice, vol. 14, no. 4 (fall 2006), pp. 323–335.

14 Pages Posted: 20 Feb 2014

See all articles by Birud Sindhav

Birud Sindhav

University of Nebraska at Omaha - College of Business Administration

Jonna Holland

University of Nebraska at Omaha

Amy Rodie

University of Nebraska at Omaha

Phani Adidam

University of Nebraska at Omaha

Louis G. Pol

University of Nebraska at Omaha

Date Written: September , 2006

Abstract

In the marketing literature to date, the relationship between fairness perceptions and satisfaction is examined in contexts very familiar to consumers — service failure and recovery. This study extends the literature by studying the relationships of various aspects of justice in the context of facilitating service under legally imposed constraints. The findings provide evidence that consumers’ fairness perceptions about a facilitating service have a significant and substantial effect on satisfaction with the overall experience. Also, contrary to some of the earlier studies, our study posits and finds support for the hypothesis that procedural justice has the strongest impact on overall customer satisfaction.

Keywords: Distributive Justice, Procedural Justice, Interactional Justice, Interpersonal and Informational Justice, Services Marketing, Service Failure, Satisfaction, Airports

Suggested Citation

Sindhav, Birud and Holland, Jonna and Rodie, Amy and Adidam, Phani and Pol, Louis G., The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does it Matter? (September , 2006). Journal of Marketing Theory and Practice, vol. 14, no. 4 (fall 2006), pp. 323–335., Available at SSRN: https://ssrn.com/abstract=2397849

Birud Sindhav (Contact Author)

University of Nebraska at Omaha - College of Business Administration ( email )

6708 Pine Street
Omaha, NE 68182
United States
4025543335 (Phone)

Jonna Holland

University of Nebraska at Omaha ( email )

6001 Dodge Street
Omaha, NE 68182
United States

Amy Rodie

University of Nebraska at Omaha ( email )

6001 Dodge Street
Omaha, NE 68182
United States

Phani Adidam

University of Nebraska at Omaha ( email )

6001 Dodge Street
Omaha, NE 68182
United States

Louis G. Pol

University of Nebraska at Omaha ( email )

6001 Dodge Street
Omaha, NE 68182
United States

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