服务接触中的不公平事件：从顾客的角度

This study was designed to answer several key questions regarding the service injustice customers perceived during the service delivery. Using the critical incident technique, the authors collected 195 unfair incidents from a variety of service organizations. The initial sorting of the incidents resulted in four major groups: information asymmetry, unfair procedure, inappropriate attitudes and manners of the service personnel, and unfair outcomes. Within the four major classifications of critical incidents, 13 secondary categories were identified. A further analysis was conducted to discover the underlying reason why customers feel unfair in the service encounters. Finally, some implications for service managers were discussed.