| 服务性企业员工和顾客公平感与行为传递研究 |
| Study on Justice Perception and Behavior of Employee and Customer |
| 投稿时间：2010-03-08 |
| 中文关键词:组织公平性 服务公平性 员工行为 顾客行为 |
| 英文关键词:organizational justice service fairness behavior of employee behavior of customer |
| 基金项目:河北省科技厅软科学指令性项目（09457203D） |
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| 中文摘要: |
| 员工和顾客感知的结果公平、程序公平和互动公平会对其行为产生影响。在分析总结人力资源管理和服务管理学界对公平理论的研究成果基础上提出一个综合性理论模型，分析员工感知组织公平性对员工组织公民行为和组织报复行为影响，以及顾客感知服务公平性对顾客志愿行为和顾客不良行为影响关系，并对员工感知的组织公平性对顾客感知的服务公平性以及员工行为和顾客行为的传递效应进行分析。 |
| 英文摘要: |
| The behavior of employee and customer will be influenced by distributive justice, procedural justice and interactional justice which are perceived. Based on the analysis of research in human resource management and service management, a comprehensive theoretical model is put forward in this paper to discuss the causality of justice perception and behavior of employee and customer. The relationship of organizational justice, service fairness, organizational citizenship, behavior organizational retaliatory behavior, customer voluntary performance and customer badness behavior are depicted in detail. |
| 刘敬严,李玉红.服务性企业员工和顾客公平感与行为传递研究[J].石家庄铁道大学学报:社会科学版,2010(2):69-72,84. |
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