Restoring justice: An examination in the marketing context

Research output: Chapter in Book/Report/Conference proceedingChapter

1 Scopus citations

Abstract

Justice is a universal concept that touches all areas of life, including commercial exchanges. Humans, unlike other species, have a sense of morality (Cropanzano et al., 2011). Justice is typically defined as a moral property of some event or action (e.g., Bagger et al., 2006). Simply put, something is fair when a person believes it to be fair. In other words, perceived fairness lies in the eyes of the beholder and consequently the same event can be perceived as fair or unfair depending on the individual. In this chapter we use the terms fairness and justice interchangeably. The goal of the present chapter is to review marketing and consumer behavior literature related to justice and to provide some avenues for future research. The chapter is organized as follows: first we discuss the dimensions of the fairness construct. We then discuss fairness in the context of service recovery efforts. Third, we discuss the social impact of justice in terms of relationship norms and third-party justice. We then explore different pricing strategies and their impact on perceived fairness. We end with a discussion on the role of culture in shaping consumers’ fairness perceptions.

Original languageEnglish (US)
Title of host publicationThe Routledge Companion to the Future of Marketing
PublisherTaylor and Francis
Pages51-61
Number of pages11
ISBN (Electronic)9781136242861
ISBN (Print)9780415625920
DOIs
StatePublished - Jan 1 2014

All Science Journal Classification (ASJC) codes

  • Economics, Econometrics and Finance(all)
  • Business, Management and Accounting(all)

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    Mattila, A. S. (2014). Restoring justice: An examination in the marketing context. In The Routledge Companion to the Future of Marketing (pp. 51-61). Taylor and Francis. https://doi.org/10.4324/9780203103036-14