服务失误归因与顾客感知的公平性关系研究  

Causal Attributions and Customers' Perceived Service Justice: An Empirical Study of Service Failure

作　　者：谢礼珊[1] 龚金红[2] 

机构地区：[1]中山大学管理学院 [2]华南农业大学管理学院

出　　处：《管理学报》2008年第6期903-911,共9页Chinese Journal of Management

基　　金：国家自然科学基金资助项目(70572055)

摘　　要：通过对广州市内几家餐馆的顾客进行问卷调查,探讨顾客归因、服务公平性及顾客信任感之间的关系。数据分析结果表明,服务失误归因包括内控性、外控性和普遍性3个组成成分,这3个组成成分对顾客感知的服务公平性有不同程度的影响。内控性对顾客感知的服务公平性影响最大,其次为普遍性和外控性。顾客感知的服务公平性包括程序、交往、结果和信息公平性4个组成成分,该4个组成成分均显著影响顾客的信任感。Relationship between causal attribution and service justice, and the one between service justice and customer trust were exrnained. The data was gathered from the customers of several restaurants in Gua＇ngzhou. The result showed that： the causal attributions of service failure included three factors： internal locus of control, external locus of control and globality. The results of multiple linear regression analysis indicated that all of the three factors were significantly associated with customers＇ justice perceptions. Customers＇ perceived service justice consisted of four dimensions： procedural justice, interactive justice, distributive justice and informational justice. All of these four dimensions were significantly associated with customer trust. The conclusions and limitation of the research were discussed. Future research was also considered.

关 键 词：服务失误 归因 服务公平性 顾客信任感 

分 类 号：C931[经济管理—管理学]