This study was designed to answer several key questions regarding the service injustice customers perceived during the service delivery. Using the critical incident technique，the authors collected 195 unfair incidents from a variety of service organizations. The initial sorting of the incidents resulted in four major groups: information asymmetry，unfair procedure，inappropriate attitudes and manners of the service personnel，and unfair outcomes. Within the four major classifications of critical incidents，13 secondary categories were identified. A further analysis was conducted to discover the underlying reason why customers feel unfair in the service encounters. Finally，some implications for service managers were discussed.
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