服务公平性属性与服务质量属性的区别与联系——基于酒店顾客的研究  

An Empirical Study of Relationship between Service Justice Attributes and Service Quality Attributes

作　　者：谢礼珊[1] 韩小芸[1] 邱丽君[1] 

机构地区：[1]中山大学管理学院

出　　处：《中大管理研究》2008年第2期16-33,共18页China Management Studies

基　　金：国家自然科学基金资助项目"服务公平性理论及其应用"(70572055)阶段性成果

摘　　要：本文采取实证研究方法,对广东省3家酒店的顾客进行问卷调研并收集数据,运用结构方程模型分析方法探讨4类服务公平性属性与3类服务质量属性之间的关系,以及服务公平性各类属性和服务质量各类属性对顾客满意感的影响。数据分析结果表明,各类服务公平性属性对服务质量属性有不同影响,服务公平性和服务质量对顾客满意感有直接或间接的影响。论文对研究结论进行了讨论并指出今后的研究方向。The authors have done an empirical study in 3 hotels in GUangdong Province. Using Structural Equation Modeling, the authors explore the relationship between four service justice attributes and three service quality attributes, and also the relationship of service justice and service quality with customer satisfaction. The results indicate that service Justice attributes have different effects on service quality attributes. Both service justice and service quality have direct or indirect effects on customer satisfaction. The major findings, discussion of the theoretical contributions,limitations of current study, and directions for future research were discussed.

关 键 词：服务公平性 服务质量 顾客满意感 

分 类 号：F719[经济管理—产业经济] F224