Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/72564
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dc.contributor.authorManrique de lara, Pablo Zoghbien_US
dc.contributor.authorEspino Rodriguez, Tomas Fco.en_US
dc.contributor.authorGuerra Báez, Rita Maríaen_US
dc.date.accessioned2020-05-19T08:08:42Z-
dc.date.available2020-05-19T08:08:42Z-
dc.date.issued2014en_US
dc.identifier.issn2174-5609en_US
dc.identifier.otherWoS-
dc.identifier.urihttp://hdl.handle.net/10553/72564-
dc.description.abstractThis paper suggests that hotel staff perceiving signs of (un) fair treatment to customers by hotels will make responsible of this to the hotel, and depending on whether that treatment is fair or unfair, they increase or decrease their customer-oriented behaviors (COB). Data were collected from 204 surveyed employees at eight luxury hotels in the Canary Islands (Spain). Structural equation modeling (SEM) was used to test the hypotheses. Results demonstrate that the more employees perceive interactional and procedural justice toward guests, the more they engage in customer-oriented behaviors (COBs). These findings suggest the need to prevent events of guest mistreatment by the hotel, especially those visible to employees, in order to promote customer-oriented behaviors (COBs). This is the first empirical study in which both organizational justice (distributive, procedural, and interactional) and citizenship behaviors (OCBs) both directed at customers (COBs) and performed by employees are modeled together.en_US
dc.languagespaen_US
dc.relation.ispartofInvestigaciones Turisticasen_US
dc.sourceInvestigaciones Turisticas[ISSN 2174-5609] (8), p. 1-22, (Julio-Diciembre 2014)en_US
dc.subject531290 Economía sectorial: turismoen_US
dc.subject.otherHotel Guests' (Mis)Treatmenten_US
dc.subject.otherCustomer-Oriented Behaviorsen_US
dc.subject.otherEmployee Citizenshipen_US
dc.subject.otherOrganizational Justiceen_US
dc.subject.otherThird-Party Observersen_US
dc.subject.otherThird-Party Interventionen_US
dc.titleHow hotel staff reacts to guests (un) fair treatment by the hotelen_US
dc.title.alternativeCómo reacciona el personal de hotel cuando observa un trato (in)justo hacia los huéspedesen_US
dc.typeinfo:eu-repo/semantics/Articleen_US
dc.typeArticleen_US
dc.identifier.isi000215811200001-
dc.description.lastpage22en_US
dc.identifier.issue8-
dc.description.firstpage1en_US
dc.investigacionCiencias Sociales y Jurídicasen_US
dc.type2Artículoen_US
dc.contributor.daisngid1723135-
dc.contributor.daisngid1702354-
dc.contributor.daisngid7867473-
dc.description.numberofpages22en_US
dc.utils.revisionen_US
dc.contributor.wosstandardWOS:de Lara, PZM-
dc.contributor.wosstandardWOS:Rodriguez, TFE-
dc.contributor.wosstandardWOS:Baez, RMG-
dc.date.coverdateJulio-Diciembre 2014en_US
dc.identifier.ulpgces
dc.description.esciESCI
dc.description.erihplusERIH PLUS
item.grantfulltextopen-
item.fulltextCon 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.deptDepartamento de Economía y Dirección de Empresas-
crisitem.author.deptDepartamento de Economía y Dirección de Empresas-
crisitem.author.orcid0000-0001-8056-0988-
crisitem.author.orcid0000-0002-4292-504X-
crisitem.author.orcid0000-0001-5630-5952-
crisitem.author.parentorgIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.fullNameZoghbi Manrique Lara, Pablo-
crisitem.author.fullNameEspino Rodríguez, Tomás Francisco-
crisitem.author.fullNameGuerra Báez, Rita María-
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