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A justice framework for understanding how guests react to hotel employee (mis)treatment

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  • Zoghbi-Manrique-de-Lara, Pablo
  • Aguiar-Quintana, Teresa
  • Suárez-Acosta, Miguel A.

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.

Suggested Citation

  • Zoghbi-Manrique-de-Lara, Pablo & Aguiar-Quintana, Teresa & Suárez-Acosta, Miguel A., 2013. "A justice framework for understanding how guests react to hotel employee (mis)treatment," Tourism Management, Elsevier, vol. 36(C), pages 143-152.
    • Handle: RePEc:eee:touman:v:36:y:2013:i:c:p:143-152
    DOI: 10.1016/j.tourman.2012.11.010
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    References listed on IDEAS

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    Cited by:

    1. Pablo Zoghbi-Manrique-de-Lara & Miguel Suárez-Acosta, 2014. "Employees’ Reactions to Peers’ Unfair Treatment by Supervisors: The Role of Ethical Leadership," Journal of Business Ethics, Springer, vol. 122(4), pages 537-549, July.
    2. Xing Zhou & Lele Fan & Cong Cheng & Yancheng Fan, 2021. "When and Why Do Good People Not Do Good Deeds? Third-Party Observers’ Unfavorable Reactions to Negative Workplace Gossip," Journal of Business Ethics, Springer, vol. 171(3), pages 599-617, July.
    3. Li, Tao & Chen, Yun, 2022. "The obstacle to building a mutual regulation system: Exploring people's intervention intention toward tourists' deviant behavior," Annals of Tourism Research, Elsevier, vol. 93(C).
    4. Philip R. Walsh & Rachel Dodds & Julianna Priskin & Jonathon Day & Oxana Belozerova, 2021. "The Corporate Responsibility Paradox: A Multi-National Investigation of Business Traveller Attitudes and Their Sustainable Travel Behaviour," Sustainability, MDPI, vol. 13(8), pages 1-20, April.
    5. Cavdar Aksoy, Nilsah & Yazici, Nihal, 2023. "Does justice affect brand advocacy? Online brand advocacy behaviors as a response to hotel customers’ justice perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

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