服务公平理论四十年发展回顾:研究评述与元分析

Chapter 1 Service Fairness Research: Literature Review and Prospects 1.1 The Service Fairness Framework 1.1.1 The Concept of Service Fairness 1.1.2 Dimensions of Service Fairness 1.1.3 Service Scenario 1.1.4 Antecedents of Service Fairness 1.1.5 Effects of Service Fairness 1.1.6 Interactive Influence 1.1.7 Moderating Effects of Individual-Level Factors 1.1.8 Moderating Effects of Service Category 1.1.9 Mediating Effects of Customer Emotion 1.2 Implications and Conclusion 1.2.1 Managerial Implications 1.2.2 Conclusion Chapter 2 Effect of Service Fairness across Different Service Category 2.1 Hypotheses Development 2.1.1 The Effects of Service Fairness on Customer Satisfaction 2.1.2 The Moderating Effect of Service Category 2.1.3 Trust and Loyalty as Subsequent Outcomes 2.2 Research Design and Method 2.2.1 Sampling and Data Collection 2.2.2 Measurement 2.3 Analysis and Results 2.3.1 The Main Effect of Service Fairness on Customer Satisfaction 2.3.2 The Moderating Effect of Service Category 2.3.3 The Mediating Role of Trust 2.4 Implications 2.5 Conclusion Chapter 3 Effects of Service Fairness: A Meta-Analysis 3.1 Conceptual Framework 3.1.1 Effects of Service Fairness 3.1.2 Potential Moderators 3.2 Method 3.2.1 Collection and Coding of Studies 3.2.2 Analysis of Pairwise Relationship 3.2.3 Multivariate Analysis 3.2.4 Test of Moderating Effects 3.3 Results 3.3.1 Analysis of Pairwise Relations 3.3.2 Results of Multivariate Analysis 3.3.3 Analysis of the Effects of Moderators 3.4 Conclusion and Discussion 3.4.1 Conclusion 3.4.2 Managerial Implications 3.4.3 Limitations 3.4.4 Future Research Directions References