메뉴 건너뛰기




Volumn 19, Issue 3, 2008, Pages 325-352

The nature and consequences of price unfairness in services: A comparison to tangible goods

Author keywords

Consumer behaviour; Customer loyalty; Customer relations; Prices; Profit; Sales prices

Indexed keywords


EID: 45749129024     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230810875002     Document Type: Article
Times cited : (34)

References (55)
  • 1
    • 77956839363 scopus 로고
    • Inequity in social exchange
    • Berkowitz, L.
    • Adams, J.S. (1965), "Inequity in social exchange", in Berkowitz, L. (Ed.), Advances in Experimental Social Psychology, Vol. 2, pp. 267-99.
    • (1965) Advances in Experimental Social Psychology , vol.2 , pp. 267-99
    • Adams, J.S.1
  • 2
    • 0037400999 scopus 로고    scopus 로고
    • Using invoice price information to frame advertised prices
    • Bearden, W.O., Carlson, J.P. and Hardesty, D.M. (2003), "Using invoice price information to frame advertised prices", Journal of Business Research, Vol. 56 No. 5, pp. 355-66.
    • (2003) Journal of Business Research , vol.56 , Issue.5 , pp. 355-66
    • Bearden, W.O.1    Carlson, J.P.2    Hardesty, D.M.3
  • 3
    • 7244237135 scopus 로고    scopus 로고
    • An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty
    • Bei, L-T. and Chiao, Y-C. (2001), "An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 14, pp. 125-41.
    • (2001) Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , vol.14 , pp. 125-41
    • Bei, L.-T.1    Chiao, Y.-C.2
  • 4
    • 33749176116 scopus 로고    scopus 로고
    • Price fairness: Good and service differences and the role of vendor costs
    • September
    • Bolton, L.E. and Alba, J.W. (2006), "Price fairness: good and service differences and the role of vendor costs", Journal of Consumer Research, Vol. 33, September, pp. 258-65.
    • (2006) Journal of Consumer Research , vol.33 , pp. 258-65
    • Bolton, L.E.1    Alba, J.W.2
  • 5
    • 0043231387 scopus 로고    scopus 로고
    • Consumer perceptions of price (un)fairness
    • Bolton, L.E., Warlop, L. and Alba, J.W. (2003), "Consumer perceptions of price (un)fairness", Journal of Consumer Research, Vol. 29 No. 4, pp. 474-91.
    • (2003) Journal of Consumer Research , vol.29 , Issue.4 , pp. 474-91
    • Bolton, L.E.1    Warlop, L.2    Alba, J.W.3
  • 6
    • 0000429475 scopus 로고
    • A multistage model of customer assessment of service quality and value
    • Bolton, R.N. and Drew, J. (1991), "A multistage model of customer assessment of service quality and value", Journal of Consumer Research, Vol. 17 No. 4, pp. 375-84.
    • (1991) Journal of Consumer Research , vol.17 , Issue.4 , pp. 375-84
    • Bolton, R.N.1    Drew, J.2
  • 7
    • 1842473059 scopus 로고    scopus 로고
    • The theoretical underpinnings of customer asset management: A framework and propositions for future research
    • Bolton, R.N., Lemon, K. and Verhoef, P. (2004), "The theoretical underpinnings of customer asset management: a framework and propositions for future research", Journal of the Academy of Marketing Science, Vol. 32 No. 3, pp. 271-92.
    • (2004) Journal of the Academy of Marketing Science , vol.32 , Issue.3 , pp. 271-92
    • Bolton, R.N.1    Lemon, K.2    Verhoef, P.3
  • 8
    • 0142087005 scopus 로고    scopus 로고
    • Angry customers don't come back, they get back: The experience and implications of anger and dissatisfaction in services
    • Bougie, R., Pieters, R. and Zeelenberg, M. (2003), "Angry customers don't come back, they get back: the experience and implications of anger and dissatisfaction in services", Journal of the Academy of Marketing Science, Vol. 31, pp. 377-93.
    • (2003) Journal of the Academy of Marketing Science , vol.31 , pp. 377-93
    • Bougie, R.1    Pieters, R.2    Zeelenberg, M.3
  • 9
    • 45749104291 scopus 로고    scopus 로고
    • Piracy: A fight for all
    • Butler, S. (2006), "Piracy: a fight for all", Billboard, Vol. 118 No. 2, p. 6.
    • (2006) Billboard , vol.118 , Issue.2 , pp. 6
    • Butler, S.1
  • 10
    • 0033247749 scopus 로고    scopus 로고
    • Perceptions of price unfairness: Antecedents and consequences
    • Campbell, M.C. (1999a), "Perceptions of price unfairness: antecedents and consequences", Journal of Marketing Research, Vol. 36 No. 2, pp. 187-99.
    • (1999) Journal of Marketing Research , vol.36 , Issue.2 , pp. 187-99
    • Campbell, M.C.1
  • 11
    • 84986099006 scopus 로고    scopus 로고
    • Pricing strategy & practice 'Why did you do that?' the important role of inferred motive in perceptions or price fairness
    • Campbell, M.C. (1999b), "Pricing strategy & practice 'Why did you do that?' The important role of inferred motive in perceptions or price fairness", The Journal of Product & Brand Management, Vol. 8 No. 2, pp. 145-52.
    • (1999) The Journal of Product & Brand Management , vol.8 , Issue.2 , pp. 145-52
    • Campbell, M.C.1
  • 12
    • 45749150964 scopus 로고    scopus 로고
    • paper presented at Ninth Annual American Marketing Association's Frontiers in Services Conference, Owen Graduate School of Management, Vanderbilt University, Nashville, TN
    • Colgate, M. (2000), "Why don't dissatisfied customers switch?", paper presented at Ninth Annual American Marketing Association's Frontiers in Services Conference, Owen Graduate School of Management, Vanderbilt University, Nashville, TN.
    • (2000) Why Don't Dissatisfied Customers Switch?
    • Colgate, M.1
  • 13
    • 0036872960 scopus 로고    scopus 로고
    • Fair process revisited: Differential effects of interactional and procedural justice in the presence of social comparison information
    • Collie, T., Bradley, G. and Sparks, B. (2002), "Fair process revisited: differential effects of interactional and procedural justice in the presence of social comparison information", Journal of Experimental Social Psychology, Vol. 38, pp. 545-55.
    • (2002) Journal of Experimental Social Psychology , vol.38 , pp. 545-55
    • Collie, T.1    Bradley, G.2    Sparks, B.3
  • 14
    • 0032341750 scopus 로고    scopus 로고
    • On the relationship between perceived service quality, service loyalty and switching costs
    • de Ruyter, K., Wetzels, M. and Bloemer, J. (1998), "On the relationship between perceived service quality, service loyalty and switching costs", International Journal of Service Industry Management, Vol. 9 No. 5, pp. 436-53.
    • (1998) International Journal of Service Industry Management , vol.9 , Issue.5 , pp. 436-53
    • De Ruyter, K.1    Wetzels, M.2    Bloemer, J.3
  • 15
    • 0002719806 scopus 로고
    • The effect of brand and price information on subjective product evaluations
    • Hirschwood, E.C. Holbrook, M.B. Association for Consumer Research UT
    • Dodds, W. and Monroe, K.B. (1985), "The effect of brand and price information on subjective product evaluations", in Hirschwood, E.C. and Holbrook, M.B. (Eds), Advances in Consumer Research, Vol. 12, Association for Consumer Research, UT, pp. 85-90.
    • (1985) Advances in Consumer Research , vol.12 , pp. 85-90
    • Dodds, W.1    Monroe, K.B.2
  • 16
    • 25444485713 scopus 로고    scopus 로고
    • Purchasing pirated software: An initial examination of Chinese consumers
    • Fang, W., Zhang, H., Zang, H. and Ming, O. (2005), "Purchasing pirated software: an initial examination of Chinese consumers", Journal of Consumer Marketing, Vol. 22 No. 6, pp. 340-51.
    • (2005) Journal of Consumer Marketing , vol.22 , Issue.6 , pp. 340-51
    • Fang, W.1    Zhang, H.2    Zang, H.3    Ming, O.4
  • 17
    • 7444221885 scopus 로고    scopus 로고
    • The effects of buyer identification and purchase timing on consumers' perceptions of trust, price fairness, and repurchase intentions
    • Grewal, D., Hardesty, D.M. and Gopalkrishnan, R.I. (2004), "The effects of buyer identification and purchase timing on consumers' perceptions of trust, price fairness, and repurchase intentions", Journal of Interactive Marketing, Vol. 18 No. 4, pp. 87-100.
    • (2004) Journal of Interactive Marketing , vol.18 , Issue.4 , pp. 87-100
    • Grewal, D.1    Hardesty, D.M.2    Gopalkrishnan, R.I.3
  • 18
    • 0032391668 scopus 로고    scopus 로고
    • The effects of price comparison advertising on buyers' perceptions of acquisition value, transaction value and behavioral intentions
    • Grewal, D., Monroe, K.B. and Krishnan, R. (1998), "The effects of price comparison advertising on buyers' perceptions of acquisition value, transaction value and behavioral intentions", Journal of Marketing, Vol. 62, pp. 46-59.
    • (1998) Journal of Marketing , vol.62 , pp. 46-59
    • Grewal, D.1    Monroe, K.B.2    Krishnan, R.3
  • 19
    • 0008987983 scopus 로고
    • $10 for water! What's the catch?
    • February 7
    • Grover, R. (1994), "$10 for water! What's the catch?", Business Week, February 7, p. 6.
    • (1994) Business Week , pp. 6
    • Grover, R.1
  • 20
    • 0003406531 scopus 로고
    • Revised ed. University of Chicago Press Chicago, IL
    • Harman, H.H. (1967), Modern Factor Analysis, Revised ed., University of Chicago Press, Chicago, IL.
    • (1967) Modern Factor Analysis
    • Harman, H.H.1
  • 21
    • 0002583517 scopus 로고
    • The nature of customer value: An axiology of services in the consumption experience
    • Rust, R.T. Oliver, R.L. Sage Thousand Oaks, CA
    • Holbrook, M.B. (1994), "The nature of customer value: an axiology of services in the consumption experience", in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, pp. 21-71.
    • (1994) Service Quality: New Directions in Theory and Practice , pp. 21-71
    • Holbrook, M.B.1
  • 23
    • 11144256245 scopus 로고    scopus 로고
    • Customers' reactions to price increases: Do customer satisfaction and perceived motive fairness matter?
    • Homburg, C., Hoyer, W.D. and Koschate, N. (2005), "Customers' reactions to price increases: do customer satisfaction and perceived motive fairness matter?", Academy of Marketing Science. Journal, Vol. 33 No. 1, pp. 36-50.
    • (2005) Academy of Marketing Science. Journal , vol.33 , Issue.1 , pp. 36-50
    • Homburg, C.1    Hoyer, W.D.2    Koschate, N.3
  • 25
    • 0000392962 scopus 로고
    • An application of equity theory to buyer-seller exchange in situations
    • Huppertz, J.W., Sidney, J.A. and Evans, R.H. (1978), "An application of equity theory to buyer-seller exchange in situations", Journal of Marketing Research, Vol. 15, pp. 250-60.
    • (1978) Journal of Marketing Research , vol.15 , pp. 250-60
    • Huppertz, J.W.1    Sidney, J.A.2    Evans, R.H.3
  • 26
    • 45749099927 scopus 로고    scopus 로고
    • Who are the thieves?
    • James, D. (2006), "Who are the thieves?", BRW, Vol. 28 No. 11, pp. 48-9.
    • (2006) BRW , vol.28 , Issue.11 , pp. 48-9
    • James, D.1
  • 27
    • 0013146939 scopus 로고    scopus 로고
    • Switching barriers and repurchase intentions in services
    • Jones, M., Mothersbaugh, D. and Beatty, S. (2000), "Switching barriers and repurchase intentions in services", Journal of Retailing, Vol. 76 No. 2, pp. 259-74.
    • (2000) Journal of Retailing , vol.76 , Issue.2 , pp. 259-74
    • Jones, M.1    Mothersbaugh, D.2    Beatty, S.3
  • 28
  • 29
    • 0001291721 scopus 로고
    • Fairness and the assumptions of economics
    • Kahneman, D., Knetsch, J.L. and Thaler, R. (1986), "Fairness and the assumptions of economics", Journal of Business, Vol. 59 No. 4, pp. 284-300.
    • (1986) Journal of Business , vol.59 , Issue.4 , pp. 284-300
    • Kahneman, D.1    Knetsch, J.L.2    Thaler, R.3
  • 31
    • 0001836610 scopus 로고
    • Classifying services to gain strategic marketing insights
    • Lovelock, C.H. (1983), "Classifying services to gain strategic marketing insights", Journal of Marketing, Vol. 47 No. 3, pp. 9-20.
    • (1983) Journal of Marketing , vol.47 , Issue.3 , pp. 9-20
    • Lovelock, C.H.1
  • 32
    • 24944589695 scopus 로고    scopus 로고
    • The problem of measurement model misspecification in behavioral and organizational research and some recommended solutions
    • MacKenzie, S.B., Podsakoff, P.M. and Jarvis, C.B. (2005), "The problem of measurement model misspecification in behavioral and organizational research and some recommended solutions", Journal of Applied Psychology, Vol. 90 No. 4, pp. 710-30.
    • (2005) Journal of Applied Psychology , vol.90 , Issue.4 , pp. 710-30
    • MacKenzie, S.B.1    Podsakoff, P.M.2    Jarvis, C.B.3
  • 33
    • 0036207935 scopus 로고    scopus 로고
    • Rule-based price fairness and its effect on willingness to purchase
    • Maxwell, S. (2002), "Rule-based price fairness and its effect on willingness to purchase", Journal of Economic Psychology, Vol. 23 No. 2, pp. 191-212.
    • (2002) Journal of Economic Psychology , vol.23 , Issue.2 , pp. 191-212
    • Maxwell, S.1
  • 34
    • 0032372670 scopus 로고    scopus 로고
    • The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions
    • Mittal, V., Ross, W.T. and Baldasare, P.M. (1998), "The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions", Journal of Marketing, Vol. 62 No. 1, pp. 33-47.
    • (1998) Journal of Marketing , vol.62 , Issue.1 , pp. 33-47
    • Mittal, V.1    Ross, W.T.2    Baldasare, P.M.3
  • 35
    • 0002099832 scopus 로고
    • Buyer's subjective perceptions of price
    • Monroe, K.B. (1973), "Buyer's subjective perceptions of price", Journal of Marketing Research, Vol. 10, pp. 70-80.
    • (1973) Journal of Marketing Research , vol.10 , pp. 70-80
    • Monroe, K.B.1
  • 37
    • 0002852072 scopus 로고
    • Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach
    • Oliver, R.L. and Swan, J.E. (1989), "Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach", Journal of Marketing, Vol. 53, pp. 21-35.
    • (1989) Journal of Marketing , vol.53 , pp. 21-35
    • Oliver, R.L.1    Swan, J.E.2
  • 39
    • 84993009155 scopus 로고    scopus 로고
    • Price knowledge: Effects of consumers' attitudes towards prices, demographics, and socio-cultural characteristics
    • Rosa-Diaz, I.M. (2004), "Price knowledge: effects of consumers' attitudes towards prices, demographics, and socio-cultural characteristics" , Journal of Product & Brand Management, Vol. 13 No. 6, pp. 406-28.
    • (2004) Journal of Product & Brand Management , vol.13 , Issue.6 , pp. 406-28
    • Rosa-Diaz, I.M.1
  • 41
    • 0002207940 scopus 로고    scopus 로고
    • Service fairness: What it is and why it matters
    • Seiders, K. and Berry, L.L. (1998), "Service fairness: what it is and why it matters", The Academy of Management Executive, Vol. 12 No. 2, pp. 8-20.
    • (1998) The Academy of Management Executive , vol.12 , Issue.2 , pp. 8-20
    • Seiders, K.1    Berry, L.L.2
  • 42
    • 0012909584 scopus 로고
    • Why we buy what we buy: A theory of consumption values
    • Sheth, J.N., Newman, B.I. and Gross, B.L. (1991), "Why we buy what we buy: a theory of consumption values", Journal of Business Research, Vol. 22 No. 1, pp. 159-70.
    • (1991) Journal of Business Research , vol.22 , Issue.1 , pp. 159-70
    • Sheth, J.N.1    Newman, B.I.2    Gross, B.L.3
  • 43
    • 24644516223 scopus 로고    scopus 로고
    • Agency and trust mechanisms in consumer satisfaction and loyalty judgments
    • Singh, J. and Sidershmukh, D. (2000), "Agency and trust mechanisms in consumer satisfaction and loyalty judgments", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 150-67.
    • (2000) Journal of the Academy of Marketing Science , vol.28 , Issue.1 , pp. 150-67
    • Singh, J.1    Sidershmukh, D.2
  • 44
    • 0042261189 scopus 로고    scopus 로고
    • The effect of consumer price consciousness on private label purchase
    • Sinha, I. and Batra, R. (1999), "The effect of consumer price consciousness on private label purchase", International Journal of Research in Marketing, Vol. 16 No. 3, pp. 237-51.
    • (1999) International Journal of Research in Marketing , vol.16 , Issue.3 , pp. 237-51
    • Sinha, I.1    Batra, R.2
  • 45
    • 0002671379 scopus 로고
    • Disconfirmation of expectation and satisfaction with a retail service
    • Swan, J.E. and Trawick, I.F. (1981), "Disconfirmation of expectation and satisfaction with a retail service", Journal of Retailing, Vol. 57, pp. 49-67.
    • (1981) Journal of Retailing , vol.57 , pp. 49-67
    • Swan, J.E.1    Trawick, I.F.2
  • 46
    • 0000538440 scopus 로고
    • Mental accounting and consumer choice
    • Thaler, R. (1985), "Mental accounting and consumer choice", Marketing Science, Vol. 4 No. 3, pp. 199-214.
    • (1985) Marketing Science , vol.4 , Issue.3 , pp. 199-214
    • Thaler, R.1
  • 47
    • 0037409153 scopus 로고    scopus 로고
    • Who is the fairest of them all? An attributional approach to price fairness perceptions
    • Vaidyanathan, R. and Agarwal, P. (2003), "Who is the fairest of them all? An attributional approach to price fairness perceptions", Journal of Business Research, Vol. 56 No. 6, pp. 453-63.
    • (2003) Journal of Business Research , vol.56 , Issue.6 , pp. 453-63
    • Vaidyanathan, R.1    Agarwal, P.2
  • 48
    • 0032344907 scopus 로고    scopus 로고
    • The roles of price, performance and expectations in determining satisfaction in services exchanges
    • Voss, G.B., Parasuraman, A. and Grewal, D. (1998), "The roles of price, performance and expectations in determining satisfaction in services exchanges", Journal of Marketing, Vol. 62 No. 4, pp. 46-61.
    • (1998) Journal of Marketing , vol.62 , Issue.4 , pp. 46-61
    • Voss, G.B.1    Parasuraman, A.2    Grewal, D.3
  • 49
    • 8644281056 scopus 로고    scopus 로고
    • The price is unfair! a conceptual framework of price fairness perceptions
    • Xia, L., Monroe, K.B. and Cox, J.L. (2004), "The price is unfair! A conceptual framework of price fairness perceptions", Journal of Marketing, Vol. 68 No. 4, pp. 1-15.
    • (2004) Journal of Marketing , vol.68 , Issue.4 , pp. 1-15
    • Xia, L.1    Monroe, K.B.2    Cox, J.L.3
  • 50
    • 1242283754 scopus 로고    scopus 로고
    • Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services
    • Zeelenberg, M. and Pieters, R. (2004), "Beyond valence in customer dissatisfaction: a review and new findings on behavioral responses to regret and disappointment in failed services", Journal of Business Research, Vol. 57 No. 4, pp. 445-55.
    • (2004) Journal of Business Research , vol.57 , Issue.4 , pp. 445-55
    • Zeelenberg, M.1    Pieters, R.2
  • 51
    • 0002578897 scopus 로고
    • How consumer evaluation processes differ between goods and services
    • Lovelock, C. Prentice-Hall London
    • Zeithaml, V. (1981), "How consumer evaluation processes differ between goods and services", in Lovelock, C. (Ed.), Services Marketing, Prentice-Hall, London.
    • (1981) Services Marketing
    • Zeithaml, V.1
  • 52
    • 0002667763 scopus 로고
    • Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence
    • Zeithaml, V. (1988), "Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence", Journal of Marketing, Vol. 52, pp. 2-22.
    • (1988) Journal of Marketing , vol.52 , pp. 2-22
    • Zeithaml, V.1
  • 54
    • 0001283795 scopus 로고
    • The use and perceived fairness of price setting rules in the bulk electricity market
    • Dickson, P.R. and Kalapurakal, R. (1994), "The use and perceived fairness of price setting rules in the bulk electricity market", Journal of Economic Psychology, Vol. 15 No. 3, pp. 427-48.
    • (1994) Journal of Economic Psychology , vol.15 , Issue.3 , pp. 427-48
    • Dickson, P.R.1    Kalapurakal, R.2
  • 55
    • 0000611601 scopus 로고
    • Perceived price fairness and dual entitlement
    • Holman, R. Solomon, M. Association for Consumer Research Provo, UT
    • Kalapurakal, R., Dickson, P. and Urbany, J. (1991), "Perceived price fairness and dual entitlement", in Holman, R. and Solomon, M. (Eds), Advances in Consumer Research, Vol. 18, Association for Consumer Research, Provo, UT, pp. 788-93.
    • (1991) Advances in Consumer Research , vol.18 , pp. 788-93
    • Kalapurakal, R.1    Dickson, P.2    Urbany, J.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.