抱怨民众公平感、满意度与行为意向的关系研究

Study on the Relationship Between Complainer' Sense of Fairness,Satisfaction and Behavior intention

本研究针对政府处理民众抱怨后,民众对政府所产生的公平感、满意度与行为意向之间的关系进行实证探讨。结果表明:民众公平感的四个维度对抱怨处理满意度均有显著影响,其中人际公平的影响最大;民众的抱怨处理满意度不仅通过总体满意度间接影响民众行为意向,其本身也直接影响行为意向。其中对公民行为有正向影响,对投诉行为和不良行为有负向影响,并且对公民行为的影响最大,对不良行为的影响最小。

This research empirically studies after the government＆#39;s handling of complaints from the public, the relationship between people on the government＆#39;s sense of fairness, satisfaction and behavior intention. The results showed that： each of the four dimensions of complainer＆#39;s sense of fairness has a significant impact on the complaint satisfaction, in which the impact of interpersonal fair is greatest; people＆#39;s complaint satisfaction not only through the overall satisfaction indirectly influence the behavior intention, but also directly affect behavior intention. Specifically, it has a positive effect on citizenship behavior, and has a negative impact on complaint behavior and misbehavior. The impact on citizenship behavior is greatest; the impact on misbehavior is smallest.