Grade expectations: the effects of expectations on fairness and satisfaction perceptions

Cherry, Bennett; Ordóñez, Lisa D.; Gilliland, Stephen W.

doi:10.1002/bdm.452

Cited by 48 publications

(22 citation statements)

References 43 publications

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“…Accommodations are not supposed to be based on an individual's contribution to the organization, but rather on individual need and organization capacity to make the accommodation. Distributive justice, however, is also based on employees' expectations of what they will receive (Gilliland 1994;Cherry et al 2003). When employees receive the outcomes they expect, they perceive greater distributive justice; when they do not receive their expected outcomes, they are likely to perceive less distributive justice (unless they value what they received even more highly than what they expected).…”

Section: Predictors Of Accommodation Satisfactionmentioning

confidence: 91%

Factors Affecting Employee Satisfaction with Disability Accommodation: A Field Study

Balser

Harris

2008

Employ Respons Rights J

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We developed and empirically tested a model for employee satisfaction with disability accommodation (our criterion). Our sample consisted of 333 employees who had requested and received a disability accommodation. We found support for most, but not all, of the links in our model. As hypothesized, employees whose input was sought by the organization and employees who received the requested accommodation were significantly more satisfied with their disability accommodation; employee race/ethnicity was indirectly related to employee satisfaction with disability accommodation. Contrary to our model, employee gender was not related to employee satisfaction with disability accommodation.The Americans with Disabilities Act (ADA) of 1990 has had a significant effect in many ways on the US workplace in terms of the employment of people with disabilities. From a legal standpoint, the law addresses a number of areas that companies need to be familiar with including what questions can be asked at different stages of the hiring process, what constitutes a disability, and various factors in determining reasonable accommodations. Although employers are adapting organization practices to comply with the ADA (e.g. Employ Respons Rights J (

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Section: Predictors Of Accommodation Satisfactionmentioning

confidence: 91%

Factors Affecting Employee Satisfaction with Disability Accommodation: A Field Study

Balser

Harris

2008

Employ Respons Rights J

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“…In particular, fairness judgments appear to be governed by an expectation matching proposition, whereas satisfaction judgments are determined by the value of the actual outcome to the individual (Cherry, Ordonez, & Gilliland, 2003).…”

Section: Distribution Phase (Ug)mentioning

confidence: 99%

Sharing the Fruit of Labor: Flexible Application of Justice Principles in an Ultimatum Game with Joint-Production

et al. 2012

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Individuals often need to negotiate how to distribute jointly produced goods-equally (e.g., 50:50) or equitably (e.g., proportionally to their contributions). We examined whether people have stable preferences, or whether they switch between equality and equity in different situations. Pairs of anonymous participants first produced a common pie, and then distributed it in an ultimatum game. Results suggest that individuals apply different justice principles depending on their contribution. When they produced less than 50%, proposers divided the pie equally. However, when they produced more than 50%, their offers fell between equality and equity. Responders' ratings of fairness and satisfaction varied similarly; with low production, equality was preferred, whereas with high production, equity was preferred. Nevertheless, equal and equitable offers were generally accepted, and only outright unfair offers were rejected. This suggests that individuals are relatively flexible about which justice principle should be applied, but punish proposers whose offers violate both principles.

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“…Thus, the assimilation effect can be described as a tendency to process new consumption experiences in terms of existing beliefs. Under these circumstances, satisfaction will be led by expectations (Cherry et al, 2003;Frank and Encawa, 2009;Blocker and Flint, 2011). In this perspective, customer satisfaction is defined by customer's post-purchase assessment of service delivered and comparison of customer's expectations and the actual service experience (Spreng and Dröge, 2001;Higgs et al, 2005;Del Bosque et al, 2006).…”

Section: Introductionmentioning

confidence: 99%

Customer Satisfaction in Tourist Destination: The Case of Tourism Offer in the City of Naples

Corte¹

2015

JIM

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This paper investigates the main elements that can influence customer satisfaction in tourist services, with specific reference to tourism industry. The importance of this topic resides in the fact that tourists' positive experiences of service, products, and other resources provided by tourism destinations can produce customer retention as well as positive word-of-mouth. Indeed, satisfaction with travel experiences contributes to destination loyalty. The degree of tourists' loyalty to a destination is reflected in their intentions to revisit the destination and in their recommendations to others. Thus, information about tourists' loyalty is important to destination marketers and managers in order to sustain destination attractiveness. Although predominant literature has adopted a demand-side perspective, this paper analyses tourist satisfaction according to an overlapping perspective that contemplates both the demand and the offer side where this latter, in the wider meaning, also includes the systemic perspective. More precisely, this paper aims to identify the principle competitive strategies that the variety of stakeholders, cooperating together in a destination, has to implement in order to increase tourist satisfaction and loyalty. Indeed, the point of view of this paper is to understand how destination attributes and services affect the tourist satisfaction. In order to study the link between destination attributes and tourist satisfaction, the paper collects cross-sectional data via questionnaire, from May 2012 to May 2013. The adopted approach allows to individuate the factors that can influence tourist satisfaction, their (positive or negative) direction and their magnitude. This paper uses 14 tourist satisfaction indicators in order to measure the global satisfaction. Furthermore, this study allows to identify the current strengths and weaknesses of the tourist offer. In particular, the study paid attention to the phase of service delivery since it is the time when customer satisfaction is generated. From this study, it comes out that tourist satisfaction depends on a complex process where the role of each actor is fundamental and it must be in tune with all the other ones. Findings show that tourists visiting Naples are not completely satisfied, supporting that Naples has not a clear destination image.

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Grade expectations: the effects of expectations on fairness and satisfaction perceptions

Cited by 48 publications

References 43 publications

Factors Affecting Employee Satisfaction with Disability Accommodation: A Field Study

Factors Affecting Employee Satisfaction with Disability Accommodation: A Field Study

Sharing the Fruit of Labor: Flexible Application of Justice Principles in an Ultimatum Game with Joint-Production

Customer Satisfaction in Tourist Destination: The Case of Tourism Offer in the City of Naples

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