Journal article
Triangle model of fairness: investigating spillovers and reciprocal transfers
Journal of service management, v 21(4), pp 515-530
10 Aug 2010
Abstract
Purpose - The purpose of this paper is to present and partially test the triangle model of fairness (TMF) by examining employee reactions to customer fairness.
Design/methodology/approach - A total of 217 undergraduate hospitality students at a US university participated in the study. Participants seated in a classroom were asked to take part in the study. Customer interpersonal justice was manipulated (high justice versus low justice) in a completely randomized between-subjects design. The manipulation consisted of written scenarios that depicted interactions between a customer and an employee. Participants read the scenarios. Then, they were instructed to imagine they were the employee in the scenario and were asked to answer questions that assessed their reactions to the interaction with the customer.
Findings - Consistent with the predictions, the results of the study revealed that when employees experience interpersonally fair treatment from customers, they are more likely to engage in helping behaviors toward their organization and future customers.
Originality/value - The paper examines employee responses to fairness from customers, in terms of helping (or harming) the organization and future customers. As rationale for the study, the authors drew on the TMF. The study makes a contribution to research on services and organizational justice by being the first to empirically examine the TMF. Overall, this paper demonstrates that organizations need to be cognizant of the effects of customers' treatment on service employees, as customers' treatment can have serious effects on employees' subsequent behaviors.
Metrics
Details
- Title
- Triangle model of fairness: investigating spillovers and reciprocal transfers
- Creators
- Robert Folger - University of Central FloridaRobert C. Ford - University of Central FloridaMary Bardes - Drexel UniversityDuncan Dickson - University of Central Florida
- Publication Details
- Journal of service management, v 21(4), pp 515-530
- Publisher
- Emerald Group Publishing
- Number of pages
- 16
- Resource Type
- Journal article
- Language
- English
- Academic Unit
- Management
- Web of Science ID
- WOS:000281983800006
- Scopus ID
- 2-s2.0-77956075643
- Other Identifier
- 991021880199104721
InCites Highlights
Data related to this publication, from InCites Benchmarking & Analytics tool:
- Collaboration types
- Domestic collaboration
- Web of Science research areas
- Management