【作者】 谢礼珊； 黎耀奇； 许东姣；

【Author】 LI Yaoqi, XIE Lishan, XU Dongjiao (School of Business, SunYat-Sen University,Guangzhou,China)

【机构】 中山大学管理学院；

【摘要】 随着竞争的进一步加剧,服务性企业面临的竞争超出了传统意义下基于核心服务的竞争方式,消费者已经不满足于服务性企业提供的基础服务。只有令顾客在服务过程中产生正面的消费情感,才能增强顾客与企业之间的关系质量,使顾客信任企业、满意企业提供的服务并与企业保持长久的关系。顾客感知到的服务是否公平是消费情感的晴雨表,顾客对服务双方的交易是否公平的评价,将影响顾客在服务体验过程中的消费情感。为了检验以上假设,本研究对中国移动营业厅现场接受服务的顾客进行了实地调研,数据分析结果表明:服务公平性包括交往公平性、程序公平性、结果公平性和信息公平性等四个组成部分;服务公平性是影响消费情感的重要因素;消费情感是影响关系质量的重要因素。更多还原

【Abstract】 As competition becomes further intensified, the services companies could not satisfy customers by only providing the core services. They have to overpass the tradition competitive pattern. Only if the services companies provided positive customer emotions to the customers during the services delivery process, would the customers trust the companies, satisfy the service and keep a long-term relationship with the services companies. What’s more, the services justice is the barometer of customer emotions. The only way to make customers arise positive emotion is to provide a justice service. In order to test the above hypothesis, we delivered a survey on several service halls of CMCC in Guangzhou city. The data analysis outcome indicated that service justice includes four components: distributive justice, procedural justice,interactive justice and informational justice. Service justice is a key factor that affects customer emotion, and customer emotion is an important factor which could influence customer relationship quality.更多还原