Customer fairness perceptions in augmented reality-based online services

PurposeAn increasing number of retailers is trying to stimulate customers by embedding augmented reality (AR) features such as video try-on into the online shopping experience. As such AR-based online services require customers to actively participate in the service provision, this paper aims at investigating fairness perceptions and customer responses associated with AR-enabled customer participation.Design/methodology/approachThe conceptual framework of this study is based on equity theory. To compare customer responses after an in-store service encounter as opposed to AR-enabled customer participation involving video try-on, this study contains a between-subject online experiment. The effective sample comprises N = 215 participants.FindingsThe data analysis demonstrates that AR-enabled customer participation leads to significantly lower levels of distributive, procedural and price fairness as well as lower engagement intentions than in-store service encounters. Simultaneously, participants in the video try-on scenario report higher negative word-of-mouth (WOM) intentions than in the in-store scenario.Research limitations/implicationsThe extra mile customers go when using AR-based online services is reflected in less favorable fairness evaluations.Practical implicationsService managers should design AR applications in a manner that requires minimum customer participation.Originality/valueThis study contributes to service research by linking AR-enabled customer participation to evaluations of distributive, procedural and price fairness and their outcomes. This is vital to fully exploit the potential of AR in services.

Effect of Islamic Work Ethics on Dimensions of Organizational Justice: A Case of Banks of District Peshawar, KP-Pakistan

The attention of business ethics from Islamic viewpoint has become more significant for business in this modern era. The aim of this study is to examine the consequence of Islamic work ethics on justice perception among the banks of District Peshawar. The concept of organizational justice integrated three measurements, specifically procedural, interactional and distributive justice. Practicing and Potential Personnel were surveyed and adopted questionnaire was used for data collection tools. The sample was collected from 205 employees from different banks operating in District Peshawar. The result proposed that Islamic work ethics significantly contribute the three levels of fairness perceptions. Furthermore, Islamic work ethics influence dimensions of organizational justice positively. Limitations, implications and suggestions for future work are also discussed in this study.

Exit interviews as a tool to reduce parting employees’ complaints about their former employer and to ensure residual commitment

Purpose According to previous research, exit interviews do not fulfil the purpose of generating useful feedback from parting employees. According to signaling theory, they might, however, serve a different purpose: to leave one last good impression on parting employees, and the aim of this study was to test this. Design/methodology/approach A survey was administered to a sample of 164 German employees. Findings Consistent with arguments based on signaling theory, those who experienced an exit interview reported more residual affective commitment toward their former employer and less willingness to complain about it, and these effects were mediated by interpersonal fairness perceptions. In addition, the probability of having an exit interview was found to depend on the resignation style of employees. Research limitations/implications This new perspective on exit interviews can renew the interest in studying how organizations manage the offboarding process. Practical implications This study advises employers to conduct “exit conversations” (as two-way interactions rather than one-way interviews) and to carefully plan the exit phase. Originality/value To the best of the authors’ knowledge, this is the first study that proposes a signaling theory perspective of exit interviews and that links exit interviews with the literature on resignation styles.

How to Improve Fairness Perceptions of AI in Hiring: The Crucial Role of Positioning and Sensitization

Companies increasingly deploy artificial intelligence (AI) technologies in their personnel recruiting and selection processes to streamline them, thus making them more efficient, consistent, and less human biased (Chamorro-Premuzic, Polli, & Dattner, 2019) . However, prior research found that applicants prefer face-to-face interviews compared with AI interviews, perceiving them as less fair (e.g., Acikgoz, Davison, Compagnone, & Laske, 2020) . Additionally, emerging evidence exists that contextual influences, such as the type of task for which AI is used (Lee, 2018) , or applicants’ individual differences (Langer, König, Sanchez, & Samadi, 2019) , may influence applicants’ reactions to AI-powered selection. The purpose of our study was to investigate whether adjusting process design factors may help to improve people's fairness perceptions of AI interviews. The results of our 2 x 2 x 2 online study (N = 404) showed that the positioning of the AI interview in the overall selection process, as well as participants’ sensitization to its potential to reduce human bias in the selection process have a significant effect on people’s perceptions of fairness. Additionally, these two process design factors had an indirect effect on overall organizational attractiveness mediated through applicants’ fairness perceptions. The findings may help organizations to optimize their deployment of AI in selection processes to improve people’s perceptions of fairness and thus attract top talent.

Aircraft Noise Distribution as a Fairness Dilemma—A Review of Aircraft Noise through the Lens of Social Justice Research

Aircraft noise exposure is a health risk and there is evidence that noise annoyance partly mediates the association between noise exposure and stress-related health risks. Thus, approaches to reduce annoyance may be beneficial for health. Annoyance is influenced by manifold non-acoustic factors and perceiving a fair and trustful relationship between the airport and its residents may be one of them. The distribution of aircraft noise exposure can be regarded as a fairness dilemma: while residents living near an airport may seem to have some advantages, the majority of residents living under certain flight routes or in their immediate proximity suffer from the disadvantages of the airport, especially the noise. Moreover, a dilemma exists between the airport’s beneficial economic impact for a region and the physical and psychological integrity of residents. Aircraft noise exposure through the lens of social justice research can help to improve our understanding of noise annoyance. Research indicates that the fairness perceptions of the parties involved can be enhanced by (a) improving individual cost–benefit ratios, (b) providing a fair procedure for deciding upon the noise distribution, and (c) implementing fair social interaction with residents. Based on the review of evidence from social justice research, we derive recommendations on how fairness aspects can be integrated into aircraft noise management with the purpose of improving the relationship between the airport and its residents, to reduce annoyance, and to enhance the acceptance of local aviation and the airport as a neighbor.