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dc.contributor.authorSparks, Beverleyen_US
dc.contributor.authorBradley, Grahamen_US
dc.date.accessioned2017-04-24T10:55:36Z
dc.date.available2017-04-24T10:55:36Z
dc.date.issued2000en_US
dc.date.modified2007-03-30T06:09:21Z
dc.identifier.issn10963480en_US
dc.identifier.urihttp://hdl.handle.net/10072/3473
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.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherSage Publicationsen_US
dc.publisher.placeUSAen_US
dc.publisher.urihttp://jht.sagepub.com/cgi/content/abstract/24/4/448en_AU
dc.relation.ispartofpagefrom448en_US
dc.relation.ispartofpageto472en_US
dc.relation.ispartofjournalJournal of Hospitality & Tourism Researchen_US
dc.relation.ispartofvolume24en_US
dc.subject.fieldofresearchcode410000en_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: http://jht.sagepub.com/content/vol24/issue4/en_AU
gro.date.issued2000
gro.hasfulltextNo Full Text


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