服务公平性各类属性之间关系的 探索性研究 ——基于旅游企业顾客的感知

An Exploratory Study of the Relationships of Service Justice Attributes： Based on the Customers’ Perception of Hospitality Service Firms

服务公平性各类属性之间的关系在学术上是值得探讨的重要课题,作者以旅行社和酒店的顾客为调研对象,采用确认性因子分析、二阶因子分析以及结构方程模型分析等方法,建立模型对服务公平性各类属性之间的关系进行了探索性研究,同时检验服务公平性四类属性对顾客满意感的影响。二阶因子分析结果表明：服务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类属性;结构方程模型分析结果则表明：信息公平性影响程序公平性,程序公平性影响结果公平性和交往公平性;信息公平性、交往公平性以及结果公平性对顾客满意感均有显著的直接影响,程序公平性对顾客满意感有显著的间接影响。论文对服务公平性四类属性之间的关系进行了讨论,提出了研究结果的管理启示。

The relationship among different dimensions of service justice is an important topic to research. The authors did a questionnaire survey in several travel agents and hotels to explore the relationships among four dimensions of service justice and the effects of these four service justice attributes on customer satisfaction in normal service circumstances. The results of confirmatory factor analysis and second order factor analysis shows that service justice is composed of distributive justice, procedural justice, interpersonal justice and informational justice. The four dimensions of service justice are four different factors. The structural equation model analysis shows that informational justice has positive effects on procedural justice, and procedural justice has direct effects on distributive justice and interpersonal justice. Informational justice, interpersonal justice and distributive justice have direct effects on customer satisfaction, and procedural justice has an indirect effect on customer satisfaction. Implication of the findings about the relationship of service justice attributes is discussed.