员工感知的顾客不公平——基于关键事件法的探索性研究  

A Study of Employees' Perceived Customer Injustice:Exploratory Research Based on the Critical Incident Technique

作　　者：谢礼珊[1] 李健仪[1] 张春林[1] 

机构地区：[1]中山大学管理学院,广州510275

出　　处：《管理评论》2011年第5期78-88,共11页Management Review

基　　金：国家自然科学基金项目(70572055)

摘　　要：本文采用关键事件法,搜集酒店员工感知的顾客不公平行为关键事件,对员工感知的顾客不公平的概念和属性进行探索性研究,对员工面对顾客的不公平行为的情感体验和行为反应进行了分类,并对分类的结果进行了讨论,指出研究的理论贡献、局限性以及今后的研究方向。Using the critical incident technique to collect hotel employees＇ perceived customer injustice＇s critical incidents, the authors conduct an exploratory research on the conception and attributes of the customer injustice, summarize the familiar customer injustice behaviors categories, and discover the employees＇ exterior behavior responses and mental feelings when they are faced with customer injustice. Finally, the research concludes with the major findings, theoretical contributions, limitations and future research direction.

关 键 词：顾客不公平 情感性劳动 关键事件法 

分 类 号：F272.92[经济管理—企业管理]