Service Fairness Scale: Development, Validation, and Structure

Abstract

Service fairness lacks a clear dimensionality and there remains uncertainty about the structural relationship among dimensions within this construct. A comprehensive measurement model of service fairness in the context of consumer-retailer is developed in this study. We make a theoretical justification of the five dimensions which composes this construct and its factor structure. According to the systematic approach, we obtain five reliable and valid subscales of service fairness and also confirm service fairness is a three-order structural model.

The Fairness Relationship with Trust and Trustworthiness in Mobile Sector in Saudi Arabia

“…4; relationship to the trustworthiness. Further elaboration by (Jason and Jessica 2011) suggest that managers who adhered to interpersonal justice rules were perceived to be more trustworthy, and vice versa, moreover they suggest interpersonal justice had a positive effect on perceived benevolence which a facet of trustworthiness as highlighted in the organization model of trustworthiness (Mayer et al, 1995) further our finding are consist with study of (Shueh-Chin, 2013) that interpersonal fairness perceptions (a sub-dimension of interactional fairness) involve positively the manner of interactions between the service provider and consumers, he added also that informational fairness perceptions (a sub-dimension of interactional fairness) involve positively consumers perception about open, thorough, reasonable, and timely information provided by the service provider. The positive relationship reflect the importance of interactional fairness as a key elements of dealing with other and being clear as well as transparent with internal and external customers, as further suggested by the study of (Hocutt et al, 1997) that interactional justice are more important than distributive justice in the scene that interactional justice are first interact with the service recovery than distributive justice.…”

Evidence of the validity of the fairness character scale for adolescence: A Confirmatory Factor Analysis (CFA) technique

“…It was adapted by Lestari (2006) and its validity and reliability have been evaluated, while the instrument for measuring the character of fairness has been independently developed and tested. However, the justice scale developed continues to focus on service behavior towards consumers (Ting, 2013), including consumers of financial services (Devlin et al, 2014); fairness prices based on the managerial approach (Chung & Petrick, 2015); and banking services from an equity perspective (Bhatt, 2020). There is no separate measurement tool regarding the strength of the character of justice, especially fairness in adolescents, for positive psychology developers in Indonesia.…”