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Service fairness: Development and construct validation of a measure of customers' justice perceptions.

机译：服务公平：开发和构建对客户正义感的衡量标准。

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摘要

Customer reactions to service were investigated to develop and validate the Service Fairness Scale, a theoretically grounded measure of customers' justice perceptions. Rationales are presented for why justice is an appropriate lens for viewing customer service reactions. Building on Clemmer's (1989; 1993) work, a set of three, interrelated studies was conducted in order to better bridge services marketing and organizational justice realms. In Study 1, justice subject matter experts (SMEs) used a sorting procedure to provide early evidence of the new measure's construct validity. Study 2 employed students as customers of university services to evaluate the scale's measurement model and to provide preliminary evidence of hypothesized structural relationships among service fairness and other customer service constructs. A hierarchical measurement model for the scale was supported across samples. It entailed a second-order Broad Justice factor with three first-order factors, Distributive Justice, Procedural Justice, and Interactional Justice.; Study 3 used students as Wal-mart customers to provide evidence pertaining to the scale's construct validity. Within an overall structural model, Studies 2 and 3 found support for predicted structural relationships involving service fairness and overall service quality, customer satisfaction, willingness to recommend, and affective commitment. Relationships between justice and each of these variables were indirect, through a second-order Broad Service Quality factor. A direct Distributive Justice Satisfaction path was found in both studies. No support was found for hypotheses regarding relative magnitudes of relationships among Service Fairness and Service Quality variables (SERVQUAL's Tangibles and Intangibles subscales).
机译：调查了客户对服务的反应，以开发和验证“服务公平性量表”，这是从理论上衡量客户对正义感的衡量标准。提出了理由说明为什么正义是查看客户服务反应的合适镜头。在Clemmer（1989; 1993）的工作的基础上，进行了三项相互关联的研究，以更好地桥接服务营销和组织正义领域。在研究1中，司法主题专家（SME）使用了分类程序来提供新措施构造效度的早期证据。研究2雇用学生作为大学服务的客户，以评估量表的度量模型，并提供服务公平性与其他客户服务结构之间假设的结构关系的初步证据。跨样本支持量表的分层测量模型。它包含一个二阶广义正义因子和三个一阶因子，即分配正义，程序正义和互动正义。研究3使用学生作为沃尔玛的顾客来提供与量表的结构效度有关的证据。在总体结构模型中，研究2和3发现支持与服务公平性和整体服务质量，客户满意度，推荐意愿和情感承诺有关的预测结构关系。司法与这些变量中的每一个之间的关系都是通过二阶广义服务质量因子间接建立的。两项研究均发现了直接的分配正义满意度路径。没有找到支持关于服务公平性和服务质量变量之间的相对大小的假设的支持（SERVQUAL的有形和无形分量表）。

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  • 作者

    Baker, Shelley Neill.;

  • 作者单位

    The University of Akron.;

  • 授予单位 The University of Akron.;
  • 学科 Psychology Industrial.
  • 学位 Ph.D.
  • 年度 2003
  • 页码 221 p.
  • 总页数 221
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 工业心理学;
  • 关键词

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