Fairness Zones of Tolerance Scale 容忍区域的公平量表

简介

顾客期望实质上是顾客对企业服务传递的一种信念，顾客在接受服务之后，他们将自己的感知服务与接受服务之前所持的这种服务期望和信念进行比较。 当感知服务等同于服务期望时，顾客会对服务企业做出较高评价，并感到满意；当感知服务超过服务期望时，顾客会对服务企业做出很高评价，并感到惊喜； 当感知服务低于服务期望时，顾客会对服务企业做出较低评价，并感到失望。

Parasuraman、 Zeithaml& Berry指出，期望与感知之间的差距作为满意度的自变量，它和满意度之间关系并非是线性的，其中非线性的一种重要来源就是所谓 “容忍区域” 。

量表

一、Please think about the fairness of the treatment you receive at __________ compared to the two different levels defined below:
MINIMUM FAIRNESS LEVEL–the minimum level of fair treatment you consider acceptable.
DESIRED FAIRNESS LEVEL–the level of fair treatment you would like to receive.

请您根据自己的实际感受和体会，用下面2项描述对您的感受进行评价和判断，并在最符合的数字上划○。

1. Treatment with dignity and respect
My perception of the fairness of the treatment I receive is(1=Low……7=High）
Compared to my Minimum fairness level, the treatment I receive is… (1=Lower,2=Same,3=Higher)
Compared to my Desired fairness level, the treatment I receive is…(1=Lower,2=Same,3=Higher)
2. Provides candid and thorough explanations for procedures and decisions
My perception of the fairness of the treatment I receive is(1=Low……7=High）
Compared to my Minimum fairness level, the treatment I receive is… (1=Lower,2=Same,3=Higher)
Compared to my Desired fairness level, the treatment I receive is…(1=Lower,2=Same,3=Higher)

二、Please think about the fairness of the treatment you receive at __________ compared to the two different levels defined below:
MINIMUM FAIRNESS LEVEL–the minimum level of fair treatment you consider acceptable.
DESIRED FAIRNESS LEVEL–the level of fair treatment you would like to receive.

请您根据自己的实际感受和体会，用下面2项描述对您的感受进行评价和判断，并在最符合的数字上划○。

1. Treatment with dignity and respect
My Minimum fairness level is…(1=Low……7=High）
My Desired fairness level is… (1=Low……7=High)
My perception of the fairness of the treatment I receive is…(1=Low……7=High）
2. Provides candid and thorough explanations for procedures and decisions
My Minimum fairness level is…(1=Low……7=High）
My Desired fairness level is… (1=Low……7=High)
My perception of the fairness of the treatment I receive is…(1=Low……7=High）

计分方法

问卷包括两部分：第一部分是直接评估相对于容忍区的公平性；第二部分是相对于容忍区的公平性差异评估。
公平的容忍区域=理想的公平水平-能接受的最低公平水平。

量表出处

Gilliland, S. W. (2008). The tails of justice: A critical examination of the dimensionality of organizational justice constructs. Human Resource Management Review, 18, 271–281.

参考文献

Teas, R. K., & DeCarlo, T. E. (2004). An examination and extension of the zone-of-tolerance model: A comparison to performance-based models of perceived quality. Journal of service research, 6, 272−286.

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