Investing in interactional justice: A study of the fair process effect within a hospitality faliure context

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Title Investing in interactional justice: A study of the fair process effect within a hospitality faliure context
Author Collie, Tess; Sparks, Beverley; Bradley, Graham Leslie
Journal Name Journal of Hospitality & Tourism Research
Year Published 2000
Place of publication USA
Publisher Sage Publications
Abstract Past 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" effecta 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.
Peer Reviewed Yes
Published Yes
Publisher URI
Copyright Statement Copyright 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:
Volume 24
Page from 448
Page to 472
ISSN 1096-3480
Date Accessioned 2001-01-01
Language en_AU
Research Centre Menzies Health Institute Qld; Behavioural Basis of Health; Griffith Institute For Tourism
Subject Arts, Humanities and Social Sciences
Publication Type Article in Scholarly Refereed Journal
Publication Type Code c1

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