کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1010115 1482519 2009 9 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
The effects of interactional fairness on satisfaction and behavioral intentions: Mature versus non-mature customers
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری استراتژی و مدیریت استراتژیک
پیش نمایش صفحه اول مقاله
The effects of interactional fairness on satisfaction and behavioral intentions: Mature versus non-mature customers
چکیده انگلیسی

Given the growing number of mature people, mature consumer behavior has become an increasingly important area of interest to marketers. This article focuses on the effects of interactional form of service fairness to mature customers as compared to non-mature in the U.S. restaurant industry. Following a two-step approach, this study investigates how age differences moderate the relationships between interactional fairness and satisfaction/behavioral intentions. This research stresses the mediating role of satisfaction between interactional fairness and future behavioral outcomes. The findings have important implications for the successful management of customer relationships in a restaurant setting. Limitations and future research directions are also discussed.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: International Journal of Hospitality Management - Volume 28, Issue 3, September 2009, Pages 397–405
نویسندگان
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