顧客本身之個人特質或當下情緒之狀態，往往是影響其對於在服務補救過程中公平知覺狀態之重要影響變項。在自我建構觀點中，分為獨立我與互依我兩種。獨立我會表現出自己獨特與跟別人不同的特性，互依我則強調與他人的和睦相處 （Markus and Kitayama, 1991）。再者，當人類處於正向情緒時，會表現出不同的思考組型 （Isen, Johnson, Mertz, and Robinson, 1985）；反之，負向情緒則窄化這些技能，侷限在特定的思考模式上。更進ㄧ步來看，顧客本身內在的自我建構與情緒相互影響下，對於服務補救之知覺公平（程序公平、互動公平與結果公平） 之重視程度應會有所差異。本研究結果顯示，不同的自我建構中，互依我之顧客較獨立我之顧客重視程序公平、互動公平及結果公平；且正向情緒較負向情緒之顧客重視結果公平，而在程序公平與互動公平之重視程度則無差異。最後，無論處於正向或負向情緒下，互依我之顧客在程序公平、互動公平及結果公平之重視程度上高於獨立我之顧客。

This study attempts to assess different impacts of self-construct and emotion on perceived justice (procedural justice, interaction justice, and distributive justice). The empirical study was of an experimental nature. Service recovery situation was used to create different scenarios. Questionnaires were sent to 320 people for survey and 310 responses were valid data. The results indicated as follows: First, interdependent self-construct regards perceived justice (procedural justice, interaction justice, and distributive justice) more important than independent self-construct under service recovery. Second, independent self-construct thinks outcome justice more important than interdependent self-construct.