Title
Triangle model of fairness: investigating spillovers and reciprocal transfers
Abbreviated Journal Title
J. Serv. Manage.
Keywords
Customer relations; Employee attitudes; Employee behaviour; Hospitality; services; United States of America; ORGANIZATIONAL JUSTICE; SOCIAL-EXCHANGE; CUSTOMER PERCEPTIONS; ABUSIVE; SUPERVISION; WORKPLACE DEVIANCE; PERCEIVED JUSTICE; JOB-SATISFACTION; WORK OUTCOMES; EMPLOYEES; ORIENTATION; Management
Abstract
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 that assessed their reactions to the interaction with the customer. Findings - Consistent with the predictions, the results of the study revealed that when employees experience interpersonally fair treatment from customers, they are more likely to engage in helping behaviors toward their organization and future customers. Originality/value - The paper examines employee responses to fairness from customers, in terms of helping (or harming) the organization and future customers. As rationale for the study, the authors drew on the TMF. The study makes a contribution to research on services and organizational justice by being the first to empirically examine the TMF. Overall, this paper demonstrates that organizations need to be cognizant of the effects of customers' treatment on service employees, as customers' treatment can have serious effects on employees' subsequent behaviors.
Journal Title
Journal of Service Management
Volume
21
Issue/Number
4
Publication Date
1-1-2010
Document Type
Article; Proceedings Paper
Language
English
First Page
515
Last Page
530
WOS Identifier
ISSN
1757-5818
Recommended Citation
"Triangle model of fairness: investigating spillovers and reciprocal transfers" (2010). Faculty Bibliography 2010s. 156.
https://stars.library.ucf.edu/facultybib2010/156
Comments
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