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服务性企业员工和顾客公平感与情感关系研究综述 被引量:3

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摘要 本文分析总结了服务管理学界对公平理论和情感管理理论的研究成果,并在此基础上提出一个综合性理论模型,探讨了服务性企业员工和顾客公平感对他们情感的影响,并对组织公平性、服务公平性、员工情感和顾客消费情感之间的关系进行了剖析。
作者 温碧燕
出处 《外国经济与管理》 CSSCI 北大核心 2006年第4期27-33,共7页 Foreign Economics & Management
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