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Causal Attributions and Customers' Perceived Service Justice:An Empirical Study of Service Failure |
XIE Li-Shan, GONG Jin-Hong |
1.Sun Yat-sen University, Guangzhou, China;2.South China Agricultural University, Guangzhou, China |
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Abstract Relationship between causal attribution and service justice, and the one between service justice and customer trust were exmained. The data was gathered from the customers of several restaurants in Guangzhou. The result showed that: the causal attributions of service failure included three factors: internal locus of control, external locus of control and globality. The results of multiple linear regression analysis indicated that all of the three factors were significantly associated with customers' justice perceptions. Customers' perceived service justice consisted of four dimensions: procedural justice, interactive justice, distributive justice and informational justice. All of these four dimensions were significantly associated with customer trust. The conclusions and limitation of the research were discussed. Future research was also considered.
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Received: 19 March 2007
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