经济管理学术文库 经济类 服务公平理论四十年发展回顾 研究评述与元分析PDF电子书下载

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Chapter 1 Service Fairness Research:Literature Review and Prospects 1

1.1 The Service Fairness Framework 5

1.1.1 The Concept of Service Fairness 5

1.1.2 Dimensions of Service Fairness 9

1.1.3 Service Scenario 13

1.1.4 Antecedents of Service Fairness 15

1.1.5 Effects of Service Fairness 20

1.1.6 Interactive Influence 29

1.1.7 Moderating Effects of Individual-Level Factors 31

1.1.8 Moderating Effects of Service Category 34

1.1.9 Mediating Effects of Customer Emotion 36

1.2 Implications and Conclusion 39

1.2.1 Managerial Implications 39

1.2.2 Conclusion 43

Chapter 2 Effect of Service Fairness across Different Service Category 45

2.1 Hypotheses Development 47

2.1.1 The Effects of Service Fairness on Customer Satisfaction 47

2.1.2 The Moderating Effect of Service Category 49

2.1.3 Trust and Loyalty as Subsequent Outcomes 52

2.2 Research Design and Method 55

2.2.1 Sampling and Data Collection 55

2.2.2 Measurement 57

2.3 Analysis and Results 59

2.3.1 The Main Effect of Service Fairness on Customer Satisfaction 59

2.3.2 The Moderating Effect of Service Category 60

2.3.3 The Mediating Role of Trust 62

2.4 Implications 63

2.5 Conclusion 66

Chapter 3 Effects of Service Fairness:A Meta-Analysis 69

3.1 Conceptual Framework 71

3.1.1 Effects of Service Fairness 71

3.1.2 Potential Moderators 83

3.2 Method 87

3.2.1 Collection and Coding of Studies 87

3.2.2 Analysis of Pairwise Relationship 89

3.2.3 Multivariate Analysis 89

3.2.4 Test of Moderating Effects 90

3.3 Results 91

3.3.1 Analysis of Pairwise Relations 91

3.3.2 Results of Multivariate Analysis 95

3.3.3 Analysis of the Effects of Moderators 97

3.4 Conclusion and Discussion 104

3.4.1 Conclusion 104

3.4.2 Managerial Implications 107

3.4.3 Limitations 111

3.4.4 Future Research Directions 113

References 119

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