Purpose – The purpose of this paper is to present and partially test the triangle model of fairness (TMF) by examining employee reactions to customer fairness. Design/methodology/approach – A total of 217 undergraduate hospitality students at a US university participated in the study. Participants seated in a classroom were asked to take part in the study. Customer interpersonal justice was manipulated (high justice versus low justice) in a completely randomized between-subjects design. The manipulation consisted of written scenarios that depicted interactions between a customer and an employee. Participants read the scenarios. Then, they were instructed to imagine they were the employee in the scenario and were asked to answer questions th...
Hospitality organizations inherently depend on employee-customer interactions. In fact, many of the ...
Customers who treat frontline service employees unfairly ar an expensive problem for companies. We...
Service employees can experience considerable resource demands from customers and supervisors in the...
Purpose – The purpose of this paper is to present and partially test the triangle model of fairness ...
This study investigated the effects of interactional, distributive, and procedural fairness on overa...
Past research has demonstrated that considerations of distributive, procedural, and interactional ju...
Employees sometimes engage in uncivil behavior in the workplace. We ask (a) How commonly do customer...
Given that fair treatment increases customer satisfaction (e.g., Bolton & Drew, 1991), the present s...
Two key elements of service satisfaction for customers are the perception that they have at least so...
Unruly and rude customer behavior is on the rise. Estimates indicate that frontline employees experi...
Two key elements of service satisfaction for customers are the perception that they have at least so...
While considerable research explores job stress interventions for employees dealing with legitimate ...
This paper presents a discussion of the use of Fairness Theory in better understanding consumer resp...
Poor service encounters have the potential to leave customers feeling angry at the frontline service...
The goal of the present paper is to model two classic lines of research in which employees starred, ...
Hospitality organizations inherently depend on employee-customer interactions. In fact, many of the ...
Customers who treat frontline service employees unfairly ar an expensive problem for companies. We...
Service employees can experience considerable resource demands from customers and supervisors in the...
Purpose – The purpose of this paper is to present and partially test the triangle model of fairness ...
This study investigated the effects of interactional, distributive, and procedural fairness on overa...
Past research has demonstrated that considerations of distributive, procedural, and interactional ju...
Employees sometimes engage in uncivil behavior in the workplace. We ask (a) How commonly do customer...
Given that fair treatment increases customer satisfaction (e.g., Bolton & Drew, 1991), the present s...
Two key elements of service satisfaction for customers are the perception that they have at least so...
Unruly and rude customer behavior is on the rise. Estimates indicate that frontline employees experi...
Two key elements of service satisfaction for customers are the perception that they have at least so...
While considerable research explores job stress interventions for employees dealing with legitimate ...
This paper presents a discussion of the use of Fairness Theory in better understanding consumer resp...
Poor service encounters have the potential to leave customers feeling angry at the frontline service...
The goal of the present paper is to model two classic lines of research in which employees starred, ...
Hospitality organizations inherently depend on employee-customer interactions. In fact, many of the ...
Customers who treat frontline service employees unfairly ar an expensive problem for companies. We...
Service employees can experience considerable resource demands from customers and supervisors in the...