中文摘要：

本研究运用关键事件法探讨顾客感知的服务不公平性问题。作者在广州收集顾客在旅游服务中经历的不公平关键事件264个。对这些事件的分析表明，顾客在旅游服务中感知的不公平涉及结果公平性、程序公平性、交往公平性和信息公平性4个方面。在此基础上，作者对企业的经营管理者如何提高顾客感知的服务公平性提出了一些建议，最后对研究局限性、未来需要进一步研究的问题进行了讨论。

英文摘要：

The study tries to discuss customers＇ perception of unfairness by applying critical incident technique. The authors collected 264 unfair incidents obtained in Guangzhou. These incidents indicate that customers＇ perception of unfairness in tourist services involves distributive, procedural, interaetional and informational unfairness. Based on this, the authors offer some suggestions about how enterprise administrators should improve customers＇ perception of service fairness. Finally, the research limitation and problems to be further studied in future are discussed.