顾客感知的服务公平性与顾客公民行为关系研究——基于网络服务环境的实证调研被引量：47

Relationship between Service Justice and Customer Citizenship Behavior——An Empirical Study in Online Service Setting

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摘要作者以国内旅游网站的网民为调研对象,探讨顾客感知的服务公平性、顾客信任感、顾客满意感和顾客公民行为之间的关系。数据分析结果表明:在网络服务环境下,顾客感知的服务的公平性包括结果公平性、程序公平性、交往公平性和信息公平性四个组成成分;顾客公民行为包括推荐、助人和反馈三个组成成分,支持格劳斯等人的观点;顾客公民行为主要受信息公平性、顾客满意感的影响。 According to social exchange theory, this thesis aims to study the relationship among Service Justice, Customer Trust, Customer Satisfaction and Customer Citizenship Behavior in online service. A questionnaire was processed based on the literature review. According to the Structural Equation Modeling analysis, the study shows that: (1) service Justice in online service contains Distributive Justice, Procedural Justice, Interpersonal Justice and Informational Justice. They are four different concepts; (2) Customer Citizenship Behavior in online service contains three dimensions: Recommendation, Help and Feedback, which support Groth's viewpoint; (3) the effects of Service Justice, Customer Trust and Customer Satisfaction on Customer Citizenship Behavior is found.

作者谢礼珊申文果梁晓丹

机构地区中山大学管理学院

出处《管理评论》 CSSCI 2008年第6期17-24,共8页 Management Review

基金国家自然科学基金资助项目(70572055) 广东省自然科学基金资助项目(05300536)

关键词服务公平性顾客满意感顾客信任感顾客公民行为

分类号 F274 [经济管理—企业管理] F224 [经济管理—国民经济]

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参考文献19

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二级参考文献8

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