中文摘要：

以广州快餐店顾客为对象进行问卷调查，采用主成分分析、回归分析、方差分析等统计方法，探讨不同排队方式下顾客感知服务公平性是否存在差异以及对满意感的影响。数据分析结果表明，服务公平性包括结果公平性、程序公平性、交往公平性和信息公平性4个属性；不同排队方式下顾客感知公平性存在差异；顾客感知服务公平性各个属性对顾客满意感有不同的影响，结果公平性对满意感的影响最大，程序公平性的影响次之，信息公平性和交往公平性的影响最小。

英文摘要：

The survey was done in fast food chains in Guangzhou. Factor analysis, regression analysis and ANOVA were used to investigate the research question and test the model. The results of analysis indicate that, customer perception of service justice includes four dimensions： distributive justice, procedural justice, interactive justice and informational justice ; customer perception of service justice is different under the service environment between multiple queue and single queue; customer perception of service justice influences customers＇ satisfaction. Distributive justice carries the most weight in explaining customer satisfaction, and the following are procedural justice, informational justice and interactive justice.