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A Field Investigation of the Mediating Effects of Perceived Fairness on the Relationship between Perceived Control and Consumer Satisfaction

The Pennsylvania State University

Daniel J. Mount

The Pennsylvania State University

This article reports the results of a field test of the effects of fairness and control on consumer satisfaction. Employing data collected through customer satisfaction surveys at an internationally reputed brand of hotels, strong support was found for the mediating role of fairness in the relationship between perceptions of control and satisfaction. This finding theoretically extends and reinforces previous research conducted using experimental methodology. The results of this study emphasize the need to take into account both perceived fairness and perceived control in explaining consumer satisfaction. Managerial and theoretical implications are discussed.

Key Words: consumer satisfaction • perceived fairness • perceived control • field study

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