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dc.contributor.authorSparks, Beverleyen_US
dc.contributor.authorBradley, Grahamen_US
dc.description.abstractPast research has demonstrated that considerations of distributive, procedural, and interactional justice independently influence customers' fairness and satisfaction ratings in many contexts. Other research shows evidence of a "fair process" effect-a tendency for customers to be more accepting of poor outcomes when they perceive the outcome allocation process to be fair. Van den Bos, Lind, Vermunt, and Wilke (1997) have reported that this effect may operate only when the outcomes received by others are unknown. Set in a hospitality service recovery context, this study examined the impact of interactional justice and knowledge of others' outcomes on customers' service evaluations. A 2 (interactional justice) 4 (others' outcomes) experimental design was employed in which 176 respondents reported their perceptions of fairness and levels of satisfaction after imagining themselves to be customers in a hypothetical service scenario. Contrary to previous research, evidence of the fair process effect was found irrespective of the presence or absence of information regarding others' outcomes. Implications for the tourism and hospitality industry and justice theory development are discussed.en_US
dc.publisherSage Publicationsen_US
dc.relation.ispartofjournalJournal of Hospitality & Tourism Researchen_US
dc.titleInvesting in interactional justice: A study of the fair process effect within a hospitality faliure contexten_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Managementen_US
gro.rights.copyrightCopyright 2000 Sage Publications. Reproduced in accordance with the copyright policy of the publisher. First published in Journal of Hospitality & Tourism Research. This journal is available online:
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    Contains articles published by Griffith authors in scholarly journals.

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