补救性服务公平性与顾客满意感之间的关系  

The Relationship between the Fairness of Service Recovery and Customer's Satisfaction

作　　者：王书翠[1] 汪纯孝[2] 凌茜[3] 

机构地区：[1]上海师范大学旅游学院,上海200234 [2]中山大学服务型企业管理研究中心,广东广州510275 [3]华南师范大学旅游管理系,广东广州510631

出　　处：《旅游科学》2011年第5期67-82,共16页Tourism Science

基　　金：上海市教委创新项目<企业的组织公平性氛围与服务氛围对旅客感知的补救性服务公平性和满意程度的影响>(11YZ291)

摘　　要：本文根据文献中的计量项目,编制了一个由16个计量项目组成的四维补救性服务公平性量表。结构方程模型分析结果表明,顾客的总体公平感是一个聚合类多维概念,顾客感知的信息公平性和结果公平性与他们的总体公平感有显著的正相关关系,顾客的总体公平感与他们对补救性服务的满意感存在显著的正相关关系。The authors developed a 4 dimensional scale to measure customers＇ perceived justice in the context of service recovery based on a pool of 42 items from extant justice scales in the related literatures. The results of structural equation modeling indicate that overall justice judgments is an aggregate multidimensional construct, and customers＇ perceived informational and distributive justice is positively related to their overall justice judgment, which is positively related to their satisfaction with the service recovery.

关 键 词：公平性 补救性服务 顾客满意感 聚合类多维概念 

分 类 号：F590.6[经济管理—旅游管理]