An Study on Customer Perceived Service Injustice in Chinese Hospitality Service

作者：Xie Lishan^*; Han Xiaoyun; Gong Jinghong

来源：5th International Conference on Service Systems and Service Management, 2008-06-30 to 2008-07-02.

• service justice
• critical incident technique

Based on justice literature and collecting customers' critical incidents of unfair experiences, the authors built a primary frame on service injustice. Four kinds of injustice, distributive injustice, procedural injustice, interactive injustice and informational injustice, had been sorted. Furthermore, the relationship between service injustice and customer behavior had been tested. The results showed that service injustice would lead to consumers' negative consumption emotion, and sometimes even customers' switching behavior.

• 出版日期2008
• 单位中山大学