服务性企业员工和顾客公平感与情感关系研究综述
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外国经济与管理 2006 年 第 28 卷第 04 期, 页码：27 - 33
摘要
参考文献
摘要
本文分析总结了服务管理学界对公平理论和情感管理理论的研究成果,并在此基础上提出一个综合性理论模型,探讨了服务性企业员工和顾客公平感对他们情感的影响,并对组织公平性、服务公平性、员工情感和顾客消费情感之间的关系进行了剖析。
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[9]DubéLaurette,and Kalyani Menon.Multiple roles of consumption emotions in post-purchase satisfaction with extendedservice transactions[J].International Journal of Service Industry Management,2000,11(3):287-304.
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[11]温碧燕,汪纯孝,岑成德.服务公平性和顾客消费情感与顾客和企业的关系[M].广州:中山大学出版社,2004.
[12]Liljander Veronica,and Tore Strandvik.Emotions in service satisfaction[J].International Journal of Service IndustryManagement,1997,8(2):148-169.
[13]Mikula Gerold,Klaus R Scherer,and Ursula Athenstaedt.The Role of injustice in the elicitation of differential emotion-al reactions[J].Personality and Social Psychology Bulletin,1998,24(7):769-783.
[14]Krehbiel Patricia J,and Russell Cropanzano.Procedural justice,outcome favorability and emotion[J].Social JusticeResearch,2000,13(4):339-360.
[15]de Cremer David,and Robert A C Ruiter.Emotional reactions toward procedural fairness as a function of negative in-formation[J].The Journal of Social Psychology,2003,143(6):793-795.
[16]Berry Leonard L.On great service[M].New York,NY:The Free Press,1995:114.
[17]Weiss Howard M,Kathleen Suckow,and Russell Cropanzano.Effects of justice condition on discrete emotion[J].Journal of Applied Psychology,1999,84(5):786-792.
[2]Greenberg Jerald.Organizational justice:yesterday,today,and tomorrow[J].Journal of Management,1990,16(2):399-432.
[3]Clemmer Elizabeth C.An investigation into the relationship of fairness and customer satisfaction with service[A].In:Cropanzano Russell(ed.).Justice in the workplace:approaching justice in human resource management[C].Hillsdale,NJ:Erlbaum,1993:193-207.
[4]Clemmer Elizabeth C,and Benjamin Schneider.Fair service[A].In:Swartz Teresa A,David E Bowen,and Stephen WBrown(eds.).Advances in services marketing and management[C].Hillsdale,Nj:Erlbaum,1996:109-126.
[5]Bowen David E,Stephen W Gilliand,and Robert Folger.HRM and service fairness:how being fair with employees spillsover to customers[J].Organizational Dynamics,1999,27(3):7-24.
[6]Hoschild Arlie Russell.The managed heart:commercialingation of human feeling[M].Berkeley,CA:University ofCalifornia Press,1983.
[7]Ashforth Blake E,and Ronald H Humphrey.Emotional labor in service roles:the influence of identity[J].Academy ofManagement Review,1993,18(1):88-115.
[8]Barlow Janelle,and Dianna Maul.Emotional value:creating strong bonds with your customers[M].San Francisco:Berrett-Koehler Publishers,2000.
[9]DubéLaurette,and Kalyani Menon.Multiple roles of consumption emotions in post-purchase satisfaction with extendedservice transactions[J].International Journal of Service Industry Management,2000,11(3):287-304.
[10]Machleit Karen A,and Susan Powell Mantel.emotional response and shopping satisfaction:moderation effects of shop-per attributions[J].Journal of Business Research,2001,54(2):97-106.
[11]温碧燕,汪纯孝,岑成德.服务公平性和顾客消费情感与顾客和企业的关系[M].广州:中山大学出版社,2004.
[12]Liljander Veronica,and Tore Strandvik.Emotions in service satisfaction[J].International Journal of Service IndustryManagement,1997,8(2):148-169.
[13]Mikula Gerold,Klaus R Scherer,and Ursula Athenstaedt.The Role of injustice in the elicitation of differential emotion-al reactions[J].Personality and Social Psychology Bulletin,1998,24(7):769-783.
[14]Krehbiel Patricia J,and Russell Cropanzano.Procedural justice,outcome favorability and emotion[J].Social JusticeResearch,2000,13(4):339-360.
[15]de Cremer David,and Robert A C Ruiter.Emotional reactions toward procedural fairness as a function of negative in-formation[J].The Journal of Social Psychology,2003,143(6):793-795.
[16]Berry Leonard L.On great service[M].New York,NY:The Free Press,1995:114.
[17]Weiss Howard M,Kathleen Suckow,and Russell Cropanzano.Effects of justice condition on discrete emotion[J].Journal of Applied Psychology,1999,84(5):786-792.
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温碧燕. 服务性企业员工和顾客公平感与情感关系研究综述[J]. 外国经济与管理, 2006, 28(4): 27–33.
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