中文会议： 2009年服务科学国际会议论文集

会议日期： 2009-05-14

会议地点： 北京

主办单位： 中科院软件所

作　　者： ; ; ;

机构地区： 中山大学管理学院

出　　处： 《2009年服务科学国际会议》

摘　　要： 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 wen 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.

分 类 号： [F27 G47]

领　　域： [经济管理] [经济管理] [文化科学] [文化科学]