Perceptions of unfairness in price increases: an experimental study

• Autor(a) principal: Mayer,Verônica Feder
• Data de Publicação: 2014
• Outros Autores: Avila,Marcos
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Revista de Administração (São Paulo)
• Texto Completo: http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0080-21072014000300010
• topic: price unfairness; price increases; anger; service relevance; service provider dependence

This experimental study investigates antecedents and consequences of perceptions of price unfairness in a price increase situation. The proposed theoretical model states that consumer dependence on the service provider as well as the relevance the consumer attributes to the service (for the consumer's life) will affect his/her degree of (a) unfairness price perception, (b) anger, and (c) intention to complain and retaliate. The results support all the hypotheses specified in the model. The findings not only indicate that some situations of unfairness price perception lead to stronger emotions and more dramatic reactions from consumers, but also allow us to predict which situations of perceived unfairness offer greater risks and have greater potential for conflict.