服务接触中的不公平事件:从顾客的角度
DOI:
作者:
作者单位:

作者简介:

通讯作者:

中图分类号:

基金项目:


Unfairness in the Service Encounters: the Customer's Viewpoint
Author:
Affiliation:

Fund Project:

  • 摘要
  • |
  • 图/表
  • |
  • 访问统计
  • |
  • 参考文献
  • |
  • 相似文献
  • |
  • 引证文献
  • |
  • 资源附件
  • |
  • 文章评论
    摘要:

    Abstract:

    This study was designed to answer several key questions regarding the service injustice customers perceived during the service delivery. Using the critical incident technique, the authors collected 195 unfair incidents from a variety of service organizations. The initial sorting of the incidents resulted in four major groups: information asymmetry, unfair procedure, inappropriate attitudes and manners of the service personnel, and unfair outcomes. Within the four major classifications of critical incidents, 13 secondary categories were identified. A further analysis was conducted to discover the underlying reason why customers feel unfair in the service encounters. Finally, some implications for service managers were discussed.

    参考文献
    相似文献
    引证文献
引用本文

龚金红,谢礼珊,彭家敏.服务接触中的不公平事件:从顾客的角度.计算机系统应用,2009,18(6):114-119

复制
分享
文章指标
  • 点击次数:
  • 下载次数:
  • HTML阅读次数:
  • 引用次数:
历史
  • 收稿日期:
  • 最后修改日期:
  • 录用日期:
  • 在线发布日期:
  • 出版日期:
文章二维码
您是第位访问者
版权所有:中国科学院软件研究所 京ICP备05046678号-3
地址:北京海淀区中关村南四街4号 中科院软件园区 7号楼305房间,邮政编码:100190
电话:010-62661041 传真: Email:csa (a) iscas.ac.cn
技术支持:北京勤云科技发展有限公司

京公网安备 11040202500063号