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.

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