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

Service Fairness Scale: Development, Validation, and Structure

“…Informational fairness is defined as providing information or knowledge to consumers to explain outcomes and procedures (Goodwin & Ross, 1992;Greenberg, 1993). Consequently, it involves consumers' perception about open, thorough, reasonable, and timely communication from the service personnel (Sindhav, Holland, Rodie, Adidam, & Pol, 2006). Consumers' perceptions of service fairness are not only based on perceived service differences, but also information.…”

“…Equity assessment involves individuals comparing inputs and outcomes relative to a reference point (Gilliland, 1993;Lacey & Sneath, 2006;Xia, Monroe, & Cox, 2004). So, consumers perceive distributive fairness when they perceive outcomes as commensurate with their inputs (Homans, 1961;Sindhav, Holland, Rodie, Adidam, & Pol, 2006). Distributive fairness in the context of service delivery involves the four principles of cost, amount of service, correctness, and excellence (Bowen, Gilliland, & Folger, 1999).…”

“…Some fairness problems are related with representatives of the organization. Interactional fairness concerns individuals' actions and behaviors occurring during procedures of service delivery (Sindhav, Holland, Rodie, Adidam, & Pol, 2006) and focuses on human interaction and communication process between the source and the recipient of fairness (Bies & Moag, 1986;Tyler & Bies, 1990). Specifically, interactional fairness is judged by: (1) justification: providing explanations so participants understand the rationale behind decisions, (2) truthfulness: candidness, (3) respect: behaving politely, and (4) propriety: behaving appropriately (Bies & Moag, 1986).…”

Trust and Fairness in Franchise Relationships

“…Since cooperation in the hard form is closer and many interdependencies between the franchise partners exist, it is expected that the harder the franchise system the more important issues of trust and fairness are. Moreover, research has shown that concerns of trust, fairness and justice become especially important when a drastic change in the context of a relationship occurs (Sindhav et al, 2006;Lusch et al, 2003). In such situations outcomes are uncertain and a certain degree of trust between partners is needed because each of them cannot foresee the returns to be shared.…”

“…However, TCE largely ignores social-psychological aspects of transactions such as trust (Husted and Folger, 2004;Nooteboom, 1999;Ring & Van de Ven, 1994). Since trust brings about good faith in the intent, reliability and fairness of another actor's behavior, it reduces the potential for conflict and destructive behaviors and it encourages smooth information flows, which positively influences the satisfaction of actors (Sindhav et al, 2006;Cohen-Charash & Spector, 2001) and the performance of alliances (Kris hnan et al, 2006). However, the imp ortance of trust may vary among alliance forms.…”