期刊论文、会议论文

Gong, Xiang

英文

LISS 2013

2015

871-875

3rd International Conference on Logistics, Informatics and Service Science (LISS)

AUG 21-24, 2013

Beijing Jiaotong Univ, Sch Econ & Management, Reading, ENGLAND

Beijing Jiaotong Univ, Sch Econ & Management

Beijing Jiaotong Univ, Int Ctr Informat Res, Univ Reading, Henley Business Sch, Informat Res Ctr, China Ctr Ind Secur Res, Natl Nat Sci Fdn China, K C Wong Educ Fdn, Springer Publisher

Zhang, R Zhang, Z Liu, K Zhang, J

HEIDELBERGER PLATZ 3, D-14197 BERLIN, GERMANY

SPRINGER-VERLAG BERLIN

978-3-642-40660-7; 978-3-642-40659-1

10.1007/978-3-642-40660-7_130

本校为第一且通讯机构

This article uses the simulation experiment method to analyze the impact of the service unfairness and attribution on customer dysfunctional behavior 2 (service unfairness: distributive unfairness versus procedure unfairness) x 2 (attribution: controllable versus uncontrollable) based on social-exchange theory, frustration-aggression theory and attribution theory. The result shows that the interaction effect was supported, while the mediating effect is not. This study focuses on customer dysfunctional behavior from a service perspective, psychological contract violation as the conduction mecha...