基于酒店业的服务公平性构因模型实证分析

人类很早就认识到公平的重要性,服务公平性将会直接影响到顾客的满意感与行为意向。然而在现实生活中,顾客在评估服务公平性时,既评估消费结果公平性,也评估服务过程公平性以及他们与服务人员交往的公平性。本文研究以酒店业为例,使用验证性因子和回归模型分析方法对服务公平性的二阶构成因子——结果公平性、程序公平性和交往公平性进行了验证分析,实证结果表明这三类公平性是高度相关的不同概念,其对于顾客对总体服务公平性感知的影响是不尽相同的。

An Empirical Study on Service Justice Model based on Hospitality Industry

The importance of justice has been recognized for a long time. Service justice would impact customer satisfaction and behavior intentions directly. However, in reality, customers will evaluate results justice as well as procedure justice and interactive justice when they consider service justice. This paper empirically examines two stage factors model of service justice including results justice, procedure justice and interactive justice by using confirmatory factor analysis and regression model. The results indicate that these three kinds of justice are highly correlated and different significantly, and their impact on customers＇ overall perceived service justice are also different.