Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/43628
DC FieldValueLanguage
dc.contributor.authorZoghbi Manrique Lara, Pabloen_US
dc.contributor.authorAguiar Quintana, Juana Teresaen_US
dc.contributor.authorSuárez Acosta, Miguel A.en_US
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.issued2013en_US
dc.identifier.issn0261-5177en_US
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.en_US
dc.languageengen_US
dc.publisher0261-5177
dc.relation.ispartofTourism Managementen_US
dc.sourceTourism Management[ISSN 0261-5177],v. 36, p. 143-152en_US
dc.subject531290 Economía sectorial: turismoen_US
dc.subject.otherHotelesen_US
dc.subject.otherClientesen_US
dc.titleA justice framework for understanding how guests react to hotel employee (mis)treatmenten_US
dc.typeinfo:eu-repo/semantics/Articleen_US
dc.typeArticleen_US
dc.identifier.doi10.1016/j.tourman.2012.11.010
dc.identifier.scopus84872046455-
dc.identifier.isi000317154200018-
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 Jurídicasen_US
dc.type2Artículoen_US
dc.identifier.wosWOS:000317154200018-
dc.contributor.daisngid1723135-
dc.contributor.daisngid7965872-
dc.contributor.daisngid5806694-
dc.identifier.investigatorRIDC-6039-2011-
dc.identifier.investigatorRIDNo ID-
dc.utils.revisionen_US
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.ulpgces
dc.description.sjr2,252
dc.description.jcr2,377
dc.description.sjrqQ1
dc.description.jcrqQ1
dc.description.ssciSSCI
dc.description.erihplusERIH PLUS
item.grantfulltextnone-
item.fulltextSin texto completo-
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.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-
Appears in Collections:Artículos
Show simple item record

SCOPUSTM   
Citations

23
checked on Jan 29, 2023

WEB OF SCIENCETM
Citations

27
checked on Jan 29, 2023

Page view(s)

70
checked on Jan 14, 2023

Google ScholarTM

Check

Altmetric


Share



Export metadata



Items in accedaCRIS are protected by copyright, with all rights reserved, unless otherwise indicated.