The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does it Matter?

Abstract

In the marketing literature to date, the relationship between fairness perceptions and satisfaction is examined in contexts very familiar to consumers—service failure and recovery. This study extends the literature by studying the relationships of various aspects of justice in the context of facilitating service under legally imposed constraints. The findings provide evidence that consumers' fairness perceptions about a facilitating service have a significant and substantial effect on satisfaction with the overall experience. Also, contrary to some of the earlier studies, our study posits and finds support for the hypothesis that procedural justice has the strongest impact on overall customer satisfaction.

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