The moderating role of donation quantifiers on price fairness judgments

Fennell, Patrick; Coleman, Joshua T.; Kuo, Andrew

doi:10.1016/j.jbusres.2020.02.017

Cited by 16 publications

(6 citation statements)

References 67 publications

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“…Participants ( N = 225) were recruited from an online panel (M age = 40; 58% Male) and pre-screened for previous experience as FLEs in services retailing. The fairness measure consists of four semantic differential items where 1 = unfair, unreasonable, unjust, unacceptable; 7 = fair, reasonable, just, acceptable (Fennell, Coleman, and Kuo 2020), averaged to form a single variable (α = .93).…”

Section: Studymentioning

confidence: 99%

Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies

Fennell

Lorenz

Hall

et al. 2023

Journal of Service Research

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Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environments, have necessitated and highlighted changes in the roles and responsibilities of frontline employees, often requiring them to enforce mask mandates and police customer deviant behavior (CDB). While extant work has investigated the impact of policing, or guardianship, for customers and firms, there has been limited examination regarding the policies themselves and the corresponding toll exacted upon frontline employees (FLEs) and their managers (FLMs). Thus, this phenomenon warranted an in-depth, multi-method investigation, including a full-scale qualitative exploration substantiated and extended via three experiments and a survey. The qualitative approach probes employees’ feelings about and identifies categories of CDB in retail service settings as well as develops a novel typology of guardianship policies (policy type x approach style). The subsequent studies empirically test the CDB guardianship typology in the context of a particularly detrimental type of CDB—shoplifting, while advancing understanding of firm-related (guardianship expectations), employee-related (trait anxiety) and job role-related (FLE vs FLM) contextual factors impacting perceptions of policy fairness and turnover intentions. The findings provide rich insights for practitioners and scholars by offering a novel guardianship typology and an extensive agenda for future research.

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Section: Studymentioning

confidence: 99%

Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies

Fennell

Lorenz

Hall

et al. 2023

Journal of Service Research

Self Cite

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“…According to this principle, a rise in price is less likely to be perceived as unfair if this change is explained as a result of a cost increase. Scholars have referred to equity theory and the principle of dual entitlement to explain consumers' price fairness perceptions (Fennell et al ., 2020; Singh et al ., 2022; Sipilä et al ., 2022).…”

Section: Conceptual Background and Hypotheses Developmentmentioning

confidence: 99%

Trustworthy brand signals, price fairness and organic food restaurant brand loyalty

Konuk

2023

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PurposeThis research aims to examine the influence of brand signals (transparency, innovativeness and reputation) on brand trust and price fairness toward organic food restaurant brand.Design/methodology/approachThe empirical data were gathered with the survey instrument from respondents who had previously visited organic food restaurant. The formulated hypotheses were analyzed with structural equation modeling.FindingsThe collected data demonstrated the positive effect of brand signals on brand trust and price fairness. Trust in organic food restaurant brand was found to positively impact both price fairness and brand loyalty. Additionally, the results provided evidence of the positive linkage between price fairness and brand loyalty. Among brand signals, brand transparency exerted the greatest impact on brand trust and price fairness. The findings also indicated the significant indirect linkage of brand signals on restaurant brand loyalty through brand trust and price fairness.Originality/valueThrough the lens of signaling theory and equity theory, this study provides novel insights into how brand signals contribute to brand trust, price fairness and organic food restaurant brand loyalty. The managerial implications for implementing brand strategies for organic food restaurants were discussed.

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“…Previous contributions at the intersection of CSR engagement and pricing (Table 1) suggest that cause‐related marketing, in which a company donates to a good cause with every purchase of selected products, tends to increase perceived price fairness (Fennell et al, 2020), particularly as the company's donation amount increases (Koschate‐Fischer et al, 2016). Furthermore, more general CSR engagement on the one hand improves perceived price fairness (Habel et al, 2016; Matute‐Vallejo et al, 2010), but on the other hand consumers may also perceive a CSR‐related price markup, which in turn reduces perceived price fairness (Habel et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

Corporate social responsibility and perceived fairness of price increases

Sipilä

Alavi

Edinger‐Schons

et al. 2022

Psychology and Marketing

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Consumers care about the fairness of companies both in terms of corporate social responsibility (CSR) engagement and the fairness of prices. However, the interplay between these domains is not yet well understood. Therefore, this study examines how consumers’ perceptions of CSR engagement affect their perceived price fairness following a price increase. Drawing on cue‐utilization and expectancy disconfirmation theory, the authors propose that perceived CSR engagement exacerbates the negative effect of a price increase on perceived price fairness, because perceived CSR engagement increases consumers’ price fairness expectations which are violated through price increases. These propositions are tested in three experimental studies with samples consisting of approximately 3000 customers of a global furniture manufacturer and retailer (Study 1), as well as participants acquired through a self‐administered online consumer panel (Study 2) and Prolific (Study 3). The experiments yield support for the hypothesized effects and reveal CSR skepticism as a critical boundary condition. The findings extend existing literature on the effects of perceived CSR engagement and pricing on consumer reactions by examining the role of perceived CSR engagement in shaping consumer reactions to price increases and by establishing consumers’ price fairness expectations as the central psychological mechanism.

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The moderating role of donation quantifiers on price fairness judgments

Cited by 16 publications

References 67 publications

Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies

Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies

Trustworthy brand signals, price fairness and organic food restaurant brand loyalty

Corporate social responsibility and perceived fairness of price increases

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