服务接触中的不公平事件:从顾客的角度
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.
服务管理 不公平事件 客户关系 关键事件技术
龚金红 谢礼珊 彭家敏
中山大学,管理学院,广东,广州,510275;华南农业大学,人文学院,广东,广州,510275 中山大学,管理学院,广东,广州,510275
国内会议
北京
中文
114-119
2009-05-14（万方平台首次上网日期，不代表论文的发表时间）