Trust, fairness and justice in revenue management: Creating value for the consumer

McMahon‐Beattie, Una

doi:10.1057/rpm.2010.42

Cited by 20 publications

(13 citation statements)

References 12 publications

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“…In tourism, studies on justice have focused on human resource management [89], revenue management [82,90], and customer service [91]. Those studies revealed that customers evaluate justice using three pillars: outcomes (distributive justice), procedural fairness (procedural justice), and interaction treatment (interactional justice) [82].…”

Section: Distributive Justicementioning

confidence: 99%

Factors Affecting the Adoption of Gamified Smart Tourism Applications: An Integrative Approach

Yoo

Kwon

et al. 2017

Sustainability

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Abstract:Considering that the core concerns in sustainability are threats to the survival of humankind and the ecosystems that humans depend on, changing the consumption and production behaviors of individuals and society is inevitable. However, people are reluctant to change their own behavior in support of sustainability goals. This tendency seems to be especially strong in tourism because the main value of tourism is hedonic utility. Thus, the tourism industry is now introducing gamification and smart tourism to shift tourist behavior toward sustainability, but most of studies and practices only focus on the performance and application of gamification without considering customer adoption patterns and perceptions during the process. This study empirically investigated what factors affect the adoption of smart tourism applications that incorporate game elements, using the Google Maps tourist guide program. As an initial approach, we incorporated diverse theoretical approaches: perceived usefulness; perceived ease of use; perceived enjoyment from technology acceptance model; information and interaction motivations from the uses and gratifications theory; the network effect; distributive justice; flow as responses to the game characteristics of smart tourism applications; and information privacy concerns as a negative factor for diffusion. The result showed that hedonic characteristics of the gamified smart tourism application (GSTA) are strong in adoption. Perceived enjoyment had a significant influence on the intention to use, but information quality, related to cognitive experience, did not. The flow and perceived distributive justice associated with the game content were not significant, but the interaction motivation was significant in the research model. The results of this study show that individuals regard a GSTA as a low-level game tool. Also, it is important to preoccupy the smart tourism application market in terms of marketing strategy because the network effect is relevant to both perceived usefulness and perceived enjoyment. We also found that the need to provide personal information would negatively affect the adoption of a gamified smart tourism application.

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Section: Distributive Justicementioning

confidence: 99%

Factors Affecting the Adoption of Gamified Smart Tourism Applications: An Integrative Approach

Yoo

Kwon

et al. 2017

Sustainability

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“…Hicks, 1945), leading to additional profits (Kung et al, 2002;Sahay, 2007). This is especially true as regards services, where discrimination is widely practised by charging target segments different prices for essentially the same service in order to fill spare fixed perishable capacities, balance demand and maximize revenues per capacity unit (McMahon-Beattie, 2011;Wang, 2012). However, while this strategy may be effective for gaining new business it may also have negative effects on existing customers, who are practically "punished" for their loyalty.…”

Section: Differential Pricing Strategies and Unfairness Perceptionmentioning

confidence: 99%

Unfairness in consumer services: Outcomes of differential treatment of new and existing clients

Fernandes

Calamote

2016

Journal of Retailing and Consumer Services

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a b s t r a c tIn a consumption context, there is a growing interest in understanding unfair behaviour of firms towards customers. Our research focuses on unfairness perceptions driven by differential treatment, particularly through price discrimination, i.e. the practice of charging differential prices to different customers. Our purpose is to investigate the consequences of these practices for unfairness perceptions, satisfaction, trust and patronage, showing a dual perspective: the perceptions of new vs existing clients when they face the advantaged or disadvantaged conditions. A survey-based experimental design approach was used. We conclude that unfairness perception is stronger for existing than for new clients, prompting negative attitudinal and behavioural consequences when the former are exposed to disadvantaged conditions in relation to the latter. Our study aims to provide marketers with a perspective on the pitfalls related to differential treatment between present and prospective clients, with implications in terms of design and implementation of customer management strategies.

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“…A second factor is the information explaining the seller's price. The perception that a price is unfair results not only from a perceived higher price but also from consumers' understanding of why the higher price was set (McMahon‐Beattie, ; Xia et al ., ). The cost structure and sellers' control over costs may influence price acceptability and perceived fairness (Campbell, ; Bolton et al ., ; Campbell, ).…”

Section: Literature Reviewmentioning

confidence: 99%

“…They can easily compare offers and detect price differences. Price discrimination may undermine trust in an organization where the consumers perceive that they have been treated less fairly in terms of price than other buyers (McMahon‐Beattie, ). Marketers should pay attention to the potential of individual‐level price discrimination in accordance with consumers' use of the Internet and developments in information technology (Bolton et al ., ).…”

Section: Implications Limitations and Perspectivesmentioning

confidence: 99%

Price Fairness in the Case of Green Products: Enterprises' Policies and Consumers' Perceptions

Dekhili

Achabou

2012

Bus Strat Env

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This study investigates the extent to which prices of ecological products are fair. In particular, it explores the gap that can exist between the pricing policies adopted by enterprises and the consumers' price expectations in terms of fairness. The existing academic literature on sustainable consumption neglects this question.Findings from a qualitative investigation combining a consumer study and enterprise case studies show that managers' behaviors vary. While some enterprises take into account consumers' expectations and purchasing power to propose a fair price based on the value of the green product, others continue to adopt a pricing policy that is exclusively based on profitability and competition. The authors draw some business and academic implications.

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Trust, fairness and justice in revenue management: Creating value for the consumer

Cited by 20 publications

References 12 publications

Factors Affecting the Adoption of Gamified Smart Tourism Applications: An Integrative Approach

Factors Affecting the Adoption of Gamified Smart Tourism Applications: An Integrative Approach

Unfairness in consumer services: Outcomes of differential treatment of new and existing clients

Price Fairness in the Case of Green Products: Enterprises' Policies and Consumers' Perceptions

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