Customer perceptions of justice in service transactions: the effects of strong and weak ties
研究了结果有利性、表达意见机会和人际对待如何影响顾客对银行贷款决策的反应，发现弱关系顾客更看重结果，强关系顾客更看重表达机会。
Abstract This research used a justice perspective to investigate the effects of outcome favorability, opportunity for voice, and interpersonal treatment in a service context. Results suggest that all three variables influenced customer reactions to bank loan decisions. Weak‐tie customers were more sensitive to outcome favorability than strong‐tie customers. Strong‐tie customers were more sensitive to opportunity for voice than weak‐tie customers. Implications for improving customer reactions to service transactions are discussed. Copyright © 2001 John Wiley & Sons, Ltd.