| 员工感知的顾客不公平——基于关键事件法的探索性研究 |
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| 引用本文： | 谢礼珊,李健仪,张春林.员工感知的顾客不公平——基于关键事件法的探索性研究[J].管理评论,2011(5). |
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| 作者姓名： | 谢礼珊 李健仪 张春林 |
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| 作者单位： | 中山大学管理学院; |
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| 基金项目： | 国家自然科学基金项目(70572055) |
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| 摘 要： | 本文采用关键事件法,搜集酒店员工感知的顾客不公平行为关键事件,对员工感知的顾客不公平的概念和属性进行探索性研究,对员工面对顾客的不公平行为的情感体验和行为反应进行了分类,并对分类的结果进行了讨论,指出研究的理论贡献、局限性以及今后的研究方向。
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| 关 键 词： | 顾客不公平 情感性劳动 关键事件法 |
A Study of Employees' Perceived Customer Injustice:Exploratory Research Based on the Critical Incident Technique |
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| Xie Lishan,Li Jianyi , Zhang Chunlin.A Study of Employees' Perceived Customer Injustice:Exploratory Research Based on the Critical Incident Technique[J].Management Review,2011(5). |
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| Authors: | Xie Lishan Li Jianyi Zhang Chunlin |
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| Institution: | Xie Lishan,Li Jianyi and Zhang Chunlin (School of Business,Sun Yat-sen University,Guangzhou 510275) |
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| Abstract: | Using the critical incident technique to collect hotel employees' perceived customer injustice's critical incidents,the authors conduct an exploratory research on the conception and attributes of the customer injustice,summarize the familiar customer injustice behaviors categories,and discover the employees' exterior behavior responses and mental feelings when they are faced with customer injustice.Finally,the research concludes with the major findings,theoretical contributions,limitations and future resear... |
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| Keywords: | customer injustice emotional labor critical incident technique(CIT) |
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