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Title: Extending the scope of hotel client reactions to employee injustice: Hotel employer reviews on the Internet
Authors: Melián-González, Santiago 
Bulchand-Gidumal, Jacques 
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Hotel employee (mis)treatment
Organizational justice
Client satisfaction
Hotel management
Issue Date: 2017
Journal: International Journal of Hospitality Management 
Abstract: Third-party literature is concerned about the way others perceive what happens in organizations. When dealing with the perceived justice of the employer-employee relationship, it has mainly adopted an on site approach. The scarce research focusing on the consequences of perceived justice for client variables in hotels has shown that it can impact client loyalty. In this study, we adopt an on-line view, and we analyze how the comments posted by hotel employees on the Internet about their work conditions influence guest perceptions. This topic is relevant because it is well known that clients' perceptions influence client satisfaction, WOM and revisit intentions. Through an experiment based on real hotel employer reviews, results confirm that these comments have an impact on the organizational image dimension of service quality, hotel clients' satisfaction, WOM, and revisit intentions. Thus, as occurs with client eWOM, hotel managers should be aware of these comments and manage them appropriately.
ISSN: 0278-4319
DOI: 10.1016/j.ijhm.2017.03.003
Source: International Journal of Hospitality Management[ISSN 0278-4319],v. 63, p. 93-100
Appears in Collections:Artículos
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