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Title: A justice framework for understanding how guests react to hotel employee (mis)treatment
Authors: Zoghbi Manrique Lara, Pablo 
Aguiar Quintana, Juana Teresa 
Suárez Acosta, Miguel A.
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Hoteles
Dysfunctional guest behavior
Hotel employee (mis)treatment
Justice restoration, et al
Issue Date: 2013
Publisher: 0261-5177
Journal: Tourism Management 
Abstract: This study models guests' reactions to a hotel based on the way they perceive management's treatment of staff. First, it is suggested that guests empathize with staff by placing themselves in the staff member's position, and that customers who perceive unfair treatment of staff show decreased loyalty and increased dysfunctional behavior. Second, treatment considered unfair is internalized by guests, thus leading guests who also perceive themselves as victims of unfair treatment to identify even more with hotel staff. Data were collected from 343 guests in seven sampled hotels in the Canary Islands (Spain). Results of hierarchical multiple regressions demonstrate that only reduced loyalty is a substantive reaction to perceived injustice toward employees, whereas engaging in disloyal and dysfunctional behavior are significant reactions to perceived mistreatment of self. These effects on dysfunctional behavior are also found to be intensified among guests who perceive management's mistreatment of them and staff members, and stay in an all-inclusive package situation. Managerial implications of these findings are discussed.
ISSN: 0261-5177
DOI: 10.1016/j.tourman.2012.11.010
Source: Tourism Management [ISSN 0261-5177], v. 36, p. 143-152, (Junio 2013)
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