旅游科学
旅遊科學
여유과학
Tourism Science
2011年
5期
67~82
,共null页
王书翠 汪纯孝 凌茜
王書翠 汪純孝 凌茜
왕서취 왕순효 릉천
公平性 补救性服务 顾客满意感 聚合类多维概念
公平性 補救性服務 顧客滿意感 聚閤類多維概唸
공평성 보구성복무 고객만의감 취합류다유개념
justice; service recovery; customer satisfaction; aggregate multidimensional construct
本文根据文献中的计量项目，编制了一个由16个计量项目组成的四维补救性服务公平性量表。结构方程模型分析结果表明，顾客的总体公平感是一个聚合类多维概念，顾客感知的信息公平性和结果公平性与他们的总体公平感有显著的正相关关系，顾客的总体公平感与他们对补救性服务的满意感存在显著的正相关关系。
本文根據文獻中的計量項目，編製瞭一箇由16箇計量項目組成的四維補救性服務公平性量錶。結構方程模型分析結果錶明，顧客的總體公平感是一箇聚閤類多維概唸，顧客感知的信息公平性和結果公平性與他們的總體公平感有顯著的正相關關繫，顧客的總體公平感與他們對補救性服務的滿意感存在顯著的正相關關繫。
본문근거문헌중적계량항목，편제료일개유16개계량항목조성적사유보구성복무공평성량표。결구방정모형분석결과표명，고객적총체공평감시일개취합류다유개념，고객감지적신식공평성화결과공평성여타문적총체공평감유현저적정상관관계，고객적총체공평감여타문대보구성복무적만의감존재현저적정상관관계。
The authors developed a 4 dimensional scale to measure customers＇ perceived justice in the context of service recovery based on a pool of 42 items from extant justice scales in the related literatures. The results of structural equation modeling indicate that overall justice judgments is an aggregate multidimensional construct, and customers＇ perceived informational and distributive justice is positively related to their overall justice judgment, which is positively related to their satisfaction with the service recovery.
