...) in response to the unmet need for fairness reflected in increasing PCs. The three OJT dimensions – distributive, procedural and interactional justice emerge as a framework for the data and helps develop privacy-related subdimensions. Research limitations/implications This study extends OJT beyond...

...Davis Brown; Kristina K. Lindsey Hall; Patrick Fennell; Melanie P. Lorenz Purpose This research explores frontline employees’ (FLEs) perceptions of fairness regarding guardianship policies that require or authorize them to intervene in customer deviant behavior ( CDB ), namely, shoplifting...

...Shuqin Wei; Tyson Ang; Nwamaka A. Anaza Failed co-created services represent an under-researched area in the marketing literature. Current investigations of co-created service failures have largely approached the notion of fairness from a perceived justice perspective without referencing ethical...

...Priyanko Guchait; Karthik Namasivayam Purpose The paper models psychological processes in consumers' evaluation of an exchange and proposes frustration as a mediating mechanism explaining the relationship between consumers' perceptions of control, fairness, and satisfaction. Design/methodology...

...Chen‐ya Wang; Anna S. Mattila Purpose The purpose of this paper is to examine the impact of culture (Western versus East Asian) on customers' perceived informational fairness of several types of failure explanations – excuse, justification, reference, and apology. It also seeks to examine whether...