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Article
Publication date: 29 June 2020

The vicious cycle of unfairness and conflict in teams

Mladen Adamovic

Teams often cannot fulfill their managers’ expectations due to unfairness issues and dysfunctional conflicts with teammates. This paper aims to create a fair team…

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Abstract

Purpose

Teams often cannot fulfill their managers’ expectations due to unfairness issues and dysfunctional conflicts with teammates. This paper aims to create a fair team environment, it is important to analyze the interrelationship between unfairness and conflict. However, only a few studies have done this and reported inconsistent results. Using negative reciprocity research as a theoretical foundation, this paper analyzes the interconnection between unfairness and conflict dimensions in the team context. This paper further integrates conflict management research to show employees and managers how to handle unfairness and conflict in teams.

Design/methodology/approach

The authors conducted a longitudinal survey study (three points in time) with 237 employees from different German organizations.

Findings

The results of cross-lagged structural equation modeling provide some evidence that interpersonal, procedural and informational unfairness predict relationship conflict and process conflict. Several of these effects become non-significant over time. Further, relationship and process conflict have several significant relationships with the unfairness dimensions, while task conflict did not have any significant relationship. The results also suggest that employees can break up the vicious cycle of unfairness and conflict by using a cooperative conflict management approach.

Research limitations/implications

This paper focuses on members of autonomous, interdependent and existing teams and the interpersonal relationship of a team member with her or his teammates. Future research could analyze leader-member relationships in different team types.

Practical implications

The application of cooperative conflict management enables employees to break up the vicious cycle of unfairness.

Originality/value

This paper clarifies the interrelationship between unfairness and conflict and shows that a team member can apply a cooperative conflict management style to handle effectively unfairness and conflict.

Details

International Journal of Conflict Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/IJCMA-09-2019-0169
ISSN: 1044-4068

Keywords

  • Teamwork
  • Norm of reciprocity
  • Organizational justice/fairness
  • Injustice/unfairness
  • conflict types
  • Cooperative conflict management
  • Negative reciprocity

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Article
Publication date: 26 October 2012

Price unfairness: the indirect effect on switching and negative word‐of‐mouth

Cristiane Pizzutti dos Santos and Kenny Basso

This study aims to present and test a conceptual framework for the consequences of price unfairness, positing trust and emotions as two important mediators of the…

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Abstract

Purpose

This study aims to present and test a conceptual framework for the consequences of price unfairness, positing trust and emotions as two important mediators of the perception of price unfairness and its relationship to switching and negative word‐of‐mouth intentions.

Design/methodology/approach

An experiment with one factor with three levels (price unfairness: no price unfairness vs low price unfairness vs high price unfairness) is applied to 253 participants. The mediation analysis is made using bootstrapping procedure.

Findings

The findings reveal that existing customers that compare their price to a lower price offered to prospective customers experience the perception of price unfairness that, in turn, triggers negative behavioral intentions toward the company, through trust (cognitive driver) and negative emotions (emotional driver).

Practical implications

The findings indicate that companies should consider the damage that targeted promotions to new customers may do among existing customers in the long run. They also highlight the importance of the companies' strategies to build consumer trust over time as this construct seems only partially affected by perceived price unfairness and is a key determinant of customers' behavioral intentions.

Originality/value

This study contributes to the understanding of price unfairness perception and its negative behavioral consequences, testing and validating a parallel mediating process with trust and negative emotions as mediators.

Details

Journal of Product & Brand Management, vol. 21 no. 7
Type: Research Article
DOI: https://doi.org/10.1108/10610421211276330
ISSN: 1061-0421

Keywords

  • Price unfairness
  • Trust
  • Negative emotions
  • Switching intentions
  • Negative word‐of‐mouth
  • Pricing
  • Marketing strategy
  • Customer relations

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Article
Publication date: 6 November 2007

Will you care when you pay more? The negative side of targeted promotions

Dungchun Tsai and Hsiao‐Ching Lee

The purpose of the paper is to examine perceptions of unfairness and accompanying cognitive and emotional outcomes exhibited by present versus prospective customers when…

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Abstract

Purpose

The purpose of the paper is to examine perceptions of unfairness and accompanying cognitive and emotional outcomes exhibited by present versus prospective customers when faced with targeted promotions. The targeted promotions were designed to be alternatively advantageous or disadvantageous to the targeted group.

Design/methodology/approach

An experiment was conducted with a two (customers categories: present /prospective customer) × two (inequality conditions: advantaged/disadvantaged condition) between‐subject design. A total of 104 valid questionnaires were completed with a minimum of 24 participants per cell.

Findings

Present customers perceive higher unfairness than prospective customers when faced with disadvantaged conditions. However, perceived unfairness was not significantly different when faced with advantaged conditions. Further, perceived unfairness cognitively and affectively influences purchase intentions through perceived value and negative emotions.

Practical implications

Although prospective customers are price‐sensitive, targeted promotions should favor present customers instead of prospective customers to lower the perceived price unfairness of present customers. In addition, when relatively low prices are necessary to attract prospective customers, firms should create a type of “segmentation fence”, where present customers are exposed as little as possible to special offers designed to attract prospective customers.

Originality/value

This research contributes to three streams of literature. The first is related to perceived reference price unfairness, focusing on self/other comparisons (present versus prospective customers) rather than self/self comparisons. The second contribution is related to the outcomes of perceived price unfairness. The mediating effect of perceived value (i.e. cognitive outcomes) and negative emotions (i.e. affective outcomes) between perceived price unfairness and purchase intentions is examined concurrently. The third contribution is that this research raises echoes with the perspective of customer relationship management.

Details

Journal of Product & Brand Management, vol. 16 no. 7
Type: Research Article
DOI: https://doi.org/10.1108/10610420710834931
ISSN: 1061-0421

Keywords

  • Promotional methods
  • Customer profiling
  • Customer behaviour
  • Prices

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Article
Publication date: 14 August 2017

Misuse of information and privacy issues: understanding the drivers for perceptions of unfairness

Bang Nguyen and Lyndon Simkin

The purpose of this paper is to study what happens when firms misuse customers’ information and perceptions of unfairness arise because of privacy concerns. It explores a…

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Abstract

Purpose

The purpose of this paper is to study what happens when firms misuse customers’ information and perceptions of unfairness arise because of privacy concerns. It explores a unifying theoretical framework of perceptions of unfairness, explained by the advantaged–disadvantaged (AD) continuum. It integrates the push, pull and mooring (PPM) model of migration for understanding the drivers of unfairness.

Design/methodology/approach

The paper is conceptual and develops a theoretical model based on extant research.

Findings

Using the PPM model, the paper explores the effects of information-based marketing tactics on the AD framework in the form of two types of customers. Findings from the review suggest that three variables have a leading direct effect on the AD customers. Traditionally, the fairness literature focuses on price, but findings show that service and communication variables impact customers’ unfairness perceptions. This paper examines the importance of these variables, in the context of an AD framework, to help explain unfairness and consider the implications.

Originality/value

To explain information misuse and unfairness perceptions, the paper develops a unifying theoretical framework of perceptions of unfairness, explained by linking the PPM model of migration with the AD continuum.

Details

The Bottom Line, vol. 30 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/BL-04-2017-0007
ISSN: 0888-045X

Keywords

  • Retailing
  • Privacy
  • Unfairness
  • Advantaged inequality
  • Disadvantaged inequality
  • Information misuse

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Article
Publication date: 2 September 2014

It’s just not fair: exploring the effects of firm customization on unfairness perceptions, trust and loyalty

Bang Nguyen, Philipp “Phil” Klaus and Lyndon Simkin

The purpose of this study is to (a) develop a conceptual framework exploring the relationships between perceived negative firm customization, unfairness perceptions, and…

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Abstract

Purpose

The purpose of this study is to (a) develop a conceptual framework exploring the relationships between perceived negative firm customization, unfairness perceptions, and customer loyalty intentions, and (b) investigate the moderating effects of trust in these relationships. The study explores how customizing offers to match customers’ individual needs and how treating customers differentially provoke unfairness perceptions among those not being considered most important. While the literature discusses unfairness perceptions of pricing, promotion, and service, less is known about unfairness in customization practices.

Design/methodology/approach

Using a survey approach, 443 completed questionnaires we collected. Following validation of our item measures, a hierarchical linear regression analysis was conducted to test the conceptual model and hypothesized linkages between our constructs.

Findings

The results demonstrate that customers’ negative perceptions of customization increase their unfairness perceptions. Unfairness perceptions drastically reduce customer loyalty intentions with trust acting as a significant moderator. Trust increases loyalty intentions even when unfairness perceptions are present. Our findings provide a foundation for understanding how firms may improve their perceived fairness. This increase in perceived fairness creates positive attributions, reduces negative customer experience perceptions and increases loyalty intentions.

Originality/value

Key contribution is the development and validation of a conceptual model explaining the linkages between firm customization and unfairness perceptions, firm customization and customer loyalty intentions and the moderating role of trust between these relationships. This study extends the understanding of how customization practices impact unfairness perceptions and, subsequently, influence consumers’ perceptions, intentions and behavior.

Details

Journal of Services Marketing, vol. 28 no. 6
Type: Research Article
DOI: https://doi.org/10.1108/JSM-05-2013-0113
ISSN: 0887-6045

Keywords

  • Trust
  • Loyalty
  • Framework
  • Customization
  • Unfairness

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Book part
Publication date: 30 December 2013

Reference Value Sensitivity of Measures of Unfair Health Inequality

Pilar García-Gómez, Erik Schokkaert and Tom Van Ourti

Most politicians and ethical observers are not interested in pure health inequalities, as they want to distinguish between different causes of health differences. Measures…

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Abstract

Most politicians and ethical observers are not interested in pure health inequalities, as they want to distinguish between different causes of health differences. Measures of “unfair” inequality – direct unfairness and the fairness gap, but also the popular standardized concentration index (CI) – therefore neutralize the effects of what are considered to be “legitimate” causes of inequality. This neutralization is performed by putting a subset of the explanatory variables at reference values, for example, their means. We analyze how the inequality ranking of different policies depends on the specific choice of reference values. We show with mortality data from the Netherlands that the problem is empirically relevant and we suggest a statistical method for fixing the reference values.

Details

Health and Inequality
Type: Book
DOI: https://doi.org/10.1108/S1049-2585(2013)0000021008
ISBN: 978-1-78190-553-1

Keywords

  • Health inequality
  • inequality of opportunity
  • concentration index
  • reference value
  • D63
  • I12
  • I14

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Book part
Publication date: 7 June 2010

Chapter 3 Rewarding the fair and repairing the unfair: Both group procedural justice and injustice may motivate group-serving behavior

Heather Barry and Tom R. Tyler

Purpose – This chapter reviews the authors’ research on group procedural justice and group-serving behavior. It makes the case that fairness and unfairness can both…

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Abstract

Purpose – This chapter reviews the authors’ research on group procedural justice and group-serving behavior. It makes the case that fairness and unfairness can both motivate group-serving behavior; the former makes group members feel good about their identity, leading them to “reward” the group, and the latter indicates a group shortcoming, leading members to “repair” the group.

Design/methodology/approach – The chapter describes several studies published elsewhere. Correlational research with employees and students examines the relationship between group procedural fairness and group members’ positive affect, which should translate into group-serving behavior. Experimental research with students investigates whether group procedural unfairness can result in group-serving behavior (measured via self-report and observed helping). Complementary findings from other authors are briefly described and discussed in support of a developed theoretical model of group procedural justice and group-serving behavior.

Findings – Group procedural fairness was more strongly related to arousing positive affect for strongly identified group members. Separately, strongly identified group members engaged in more group-serving behavior when their group had unfair rather than fair procedures.

Research limitations/implications – Possible boundary conditions for the motivating effects of unfairness are discussed (e.g., group permeability, time frame, and anonymity of unfairness). Suggestions for future research are proposed (e.g., examine the effect of justice information on group-serving behavior when group members can also modify group procedures).

Practical implications – Better understanding the effects of group procedural unfairness should influence how organizations and societies promote group-serving behavior.

Originality/value – Research on the motivating effects of both group procedural fairness and unfairness are synthesized into one theoretical model.

Details

Fairness and Groups
Type: Book
DOI: https://doi.org/10.1108/S1534-0856(2010)0000013006
ISBN: 978-0-85724-162-7

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Article
Publication date: 27 May 2014

Mapping the contours of fairness: The impact of unfairness and leadership (in)action on job satisfaction, turnover intention and employer advocacy

Lilian Otaye and Wilson Wong

The purpose of this paper is to explore the contours of fairness by showing how different facets of fairness impact three important employee outcomes (job satisfaction…

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Abstract

Purpose

The purpose of this paper is to explore the contours of fairness by showing how different facets of fairness impact three important employee outcomes (job satisfaction, turnover intention and employer advocacy) and examining the mediating role of quality of management and leadership (through perceptions of both senior management and the quality of exchange with immediate supervisors) in attenuating negative impacts of unfairness on these outcomes. The study extends the concept of fairness beyond the traditional focus on organizational justice and models the mediating role of leadership on the relationship between (un)fairness and the three employee-level outcomes in a sample of employees representative of the UK workforce.

Design/methodology/approach

Data were obtained from a nationally representative sample of 2,067 employees in the UK. Exploratory factor analysis and then confirmatory factor analysis is used to refine three unfairness factors and address their dimensionality of the unfairness scale and then multiple regression analysis is used to test a fairness-leadership-employee performance outcome model.

Findings

Results of multiple regression analysis revealed that both trust in leadership and leader-member exchange partially mediate the relationship between organizational (un)fairness and job satisfaction, advocacy and turnover intention, respectively.

Practical implications

The findings highlight the important role that leaders play in influencing the relationship between perception of unfairness and employee outcomes. This has implications for both theory and practice as it suggests that the pattern of inclusion that leaders create through the relationships that they develop with their followers has a significant impact on the relationship between unfairness and the work outcomes. They not only must manage traditional perceptions of justice, but also the assessments employees make about trust in management judgements and the perceived consequences of such judgements.

Originality/value

In an environment where perceptions of unfairness are becoming both more endemic but also more complex, the study shows that both senior leaders and immediate supervisors have important agency in managing negative consequences. Through the measurement of satisfaction, turnover intention and employer advocacy it also provides potential links to link fairness into the engagement literature.

Details

Journal of Organizational Effectiveness: People and Performance, vol. 1 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/JOEPP-02-2014-0010
ISSN: 2051-6614

Keywords

  • Leadership
  • Job satisfaction
  • Organizational justice
  • Employer advocacy
  • Turnover (employee)
  • Unfairness

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Article
Publication date: 13 January 2020

To switch or not to switch: the role of tourists’ psychological engagement in the context of Airbnb Malaysia

Tosin Tiamiyu, Farzana Quoquab and Jihad Mohammad

The demand for Airbnb is at a peak in Malaysia with 137% of yearly growth. As such, it is indeed important to understand what makes tourists to switch to Airbnb. However…

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Abstract

Purpose

The demand for Airbnb is at a peak in Malaysia with 137% of yearly growth. As such, it is indeed important to understand what makes tourists to switch to Airbnb. However, little has been known about this issue in the existing literature. Considering this, the present study aims to shed some light on the factors that drive tourists to switch to Airbnb. More specifically, the objectives of this study are to examine the direct effects of price unfairness and alternative attractiveness on psychological engagement, and to examine the direct effect as well as the mediating effect of psychological engagement towards tourists’ switching intention in the context of Malaysian Airbnb.

Design/methodology/approach

By considering the attribution theory, this study developed and tested a framework to examine tourists’ switching intentions. A Web-based survey was designed to collect the data which yielded 162 complete and usable responses. Structural equation modelling, more particularly, partial least squares (SmartPLS, version 3) technique was used to analyze the data.

Findings

The results revealed that price unfairness negatively affects psychological engagement, which in turn negatively affects tourists’ switching intention. However, no significant relationship was found between alternative attractiveness and psychological engagement. Additionally, psychological engagement mediated the relationship between “price unfairness and tourists’ switching intention”, but not between “alternative attractiveness and tourists’ switching intention.”

Practical implications

It is expected that the findings of this study will enable the hoteliers to better understand the impact of perceived unfairness, alternative attractiveness and psychological engagement in provoking tourists to switch to Airbnb services. It eventually will assist them in improving their offerings and services accordingly.

Originality/value

The discussion on Airbnb is quite new in the tourism literature. This study is among the pioneers to highlight the switching intention towards Airbnb in the Malaysian market. Guided by the attribution theory, this study developed and tested comparatively new linkages. More specifically, no prior study has considered psychological engagement as the antecedent of the switching intention which this study attempted to address. Additionally, this is a prior study that examines the mediating effect of psychological engagement between price unfairness, alternative attractiveness and switching intention.

Details

International Journal of Tourism Cities, vol. 6 no. 1
Type: Research Article
DOI: https://doi.org/10.1108/IJTC-09-2019-0158
ISSN: 2056-5607

Keywords

  • Switching intention
  • Alternative attractiveness
  • Airbnb Malaysia
  • Malaysian tourism and hotel industry
  • Price unfairness
  • Psychological engagement

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Article
Publication date: 20 June 2008

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

David Martín‐Ruiz and Francisco Javier Rondán‐Cataluña

The purpose of this paper is to explore consumers' perceptions of price unfairness in services, what are its antecedents and when it is important for the consumer. Thus…

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Abstract

Purpose

The purpose of this paper is to explore consumers' perceptions of price unfairness in services, what are its antecedents and when it is important for the consumer. Thus, the central question of this research is whether consumers care about how much profit the service company is making and whether there are significant differences to physical goods.

Design/methodology/approach

Building on justice and equity theory, a causal model is developed – which analyses the main antecedents (seller profits vs customer value), moderators and consequences of perceptions of price unfairness. Structural equation modelling has been applied to test the proposed model.

Findings

The lack of specific tools to measure perceptions of price fairness required the development of a multi‐item scale to capture the complexity of the evaluation. This instrument has been tested for reliability and validity in a variety of settings, with excellent results, and can be appropriate when using the survey as a data collection method. Also, the authors have argued that there should be significant differences due to the nature of the product – service industries vs physical goods– as well as due to the number of available alternatives that the buyer has in the market.

Originality/value

The validity of a new model is tested by means of an empirical research conducted in four different settings, two different services (automobile repair services and music concerts) and their related physical goods (automobiles and music CDs). A multi‐item scale is also developed to capture the complexity of price fairness perceptions. Finally, significant differences between contexts, as well as due to the number of available alternatives present in the marketplace are examined.

Details

International Journal of Service Industry Management, vol. 19 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/09564230810875002
ISSN: 0956-4233

Keywords

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

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