Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/43628
DC FieldValueLanguage
dc.contributor.authorZoghbi Manrique Lara, Pablo-
dc.contributor.authorAguiar Quintana, Juana Teresa-
dc.contributor.authorSuárez Acosta, Miguel A.-
dc.contributor.otherZoghbi-Manrique-de-Lara, Pablo-
dc.contributor.otherZoghbi-Manrique-de-Lara, Pablo-
dc.date.accessioned2018-11-21T16:39:14Z-
dc.date.available2018-11-21T16:39:14Z-
dc.date.issued2013-
dc.identifier.issn0261-5177-
dc.identifier.urihttp://hdl.handle.net/10553/43628-
dc.description.abstractThis 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.-
dc.languageeng-
dc.publisher0261-5177-
dc.relation.ispartofTourism Management-
dc.sourceTourism Management [ISSN 0261-5177], v. 36, p. 143-152, (Junio 2013)-
dc.subject531290 Economía sectorial: turismo-
dc.subject.otherHoteles-
dc.subject.otherClientes-
dc.subject.otherDysfunctional guest behavior-
dc.subject.otherHotel employee (mis)treatment-
dc.subject.otherJustice restoration-
dc.subject.otherLoyalty-
dc.subject.otherThird-party intervention-
dc.titleA justice framework for understanding how guests react to hotel employee (mis)treatment-
dc.typeinfo:eu-repo/semantics/Article-
dc.typeArticle-
dc.identifier.doi10.1016/j.tourman.2012.11.010-
dc.identifier.scopus84872046455-
dc.identifier.isi000317154200018-
dc.contributor.orcid#NODATA#-
dc.contributor.orcid#NODATA#-
dc.contributor.orcid#NODATA#-
dcterms.isPartOfTourism Management-
dcterms.sourceTourism Management[ISSN 0261-5177],v. 36, p. 143-152-
dc.contributor.authorscopusid23483233800-
dc.contributor.authorscopusid55547345800-
dc.contributor.authorscopusid55548015000-
dc.description.lastpage152-
dc.description.firstpage143-
dc.relation.volume36-
dc.investigacionCiencias Sociales y Jurídicas-
dc.type2Artículo-
dc.identifier.wosWOS:000317154200018-
dc.contributor.daisngid1723135-
dc.contributor.daisngid7965872-
dc.contributor.daisngid5806694-
dc.identifier.investigatorRIDC-6039-2011-
dc.identifier.investigatorRIDNo ID-
dc.identifier.external93381044-
dc.utils.revision-
dc.contributor.wosstandardWOS:Zoghbi-Manrique-de-Lara, P-
dc.contributor.wosstandardWOS:Aguiar-Quintana, T-
dc.contributor.wosstandardWOS:Suarez-Acosta, MA-
dc.date.coverdateJunio 2013-
dc.identifier.ulpgc-
dc.description.sjr2,252-
dc.description.jcr2,377-
dc.description.sjrqQ1-
dc.description.jcrqQ1-
dc.description.ssciSSCI-
dc.description.erihplusERIH PLUS-
item.fulltextCon texto completo-
item.grantfulltextopen-
crisitem.author.deptGIR TIDES: Economía, medioambiente, sostenibilidad y turismo-
crisitem.author.deptIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.deptGIR TIDES: Economía, medioambiente, sostenibilidad y turismo-
crisitem.author.deptIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.deptDepartamento de Economía y Dirección de Empresas-
crisitem.author.orcid0000-0001-8056-0988-
crisitem.author.orcid0000-0002-5037-0873-
crisitem.author.parentorgIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.parentorgIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.fullNameZoghbi Manrique Lara,Pablo-
crisitem.author.fullNameAguiar Quintana, Juana Teresa-
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