@inproceedings{68b647b750824948b6de5b139be55e23,
title = "The effect of service fairness on service quality, customer satisfaction and customer loyalty",
abstract = "We study the effect of service fairness on service quality, customer satisfaction and customer loyalty. An Structural Equation Modeling analysis was conducted on the hospital industry. The results show that procedural justice and interactional justice obviously effect customer perceived service quality positively. Moreover, the results show that procedural justice, interactional justice and distribute justice all effect customer satisfaction and customer loyalty directly or indirectly. Based on the results, this study explains the practical and academic implications for service fairness.",
keywords = "Customer satisfaction and Customer loyalty, Service fairness, Service quality",
author = "Jianfen Zhao and Mingli Zhang and Qingmin Kong",
year = "2010",
doi = "10.1109/ICMSS.2010.5577163",
language = "英语",
isbn = "9781424453269",
series = "2010 International Conference on Management and Service Science, MASS 2010",
booktitle = "2010 International Conference on Management and Service Science, MASS 2010",
note = "2010 International Conference on Management and Service Science, MASS 2010 ; Conference date: 24-08-2010 Through 26-08-2010",
}