FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W2470297418> ?p ?o ?g. }

• W2470297418 endingPage "486" @default.
• W2470297418 startingPage "471" @default.
• W2470297418 abstract "Purpose This paper aims to model staff reactions to a hotel based on the way they perceive hotel’s treatment of customers. It suggests that employees are not motivated to help abused customers in the form of customer-oriented behaviors (COBs) until employees also feel that they are victims of abuse by the hotel. Hence, effects of staff’s unfavorable justice perceptions for customers on employee COBs are expected to be negative until staff’s unfavorable justice perceptions for themselves, interacting in this relationship, turn it positive. Design/methodology/approach Drawing on social exchange and compassion theories, the argument is made that staff members who are also victims of abuse by the hotel can empathize more with guests, turning quid pro quo responses to abuse of customers into compassionate responses. Findings Regression results from a field study of 280 employees at ten hotels in the Canary Islands provide general support for our hypotheses. Practical implications By understanding when and why (un)fair treatment of guests and staff has consequences for the hotel in the form of COBs, hotel managers can favor a better staff response to hotels’ careful stewardship of the service encounter in terms of COBs. The reversal of the direction in the relationship suggests the unfolding of compassion within a justice framework, which challenges the long-lived perceived incompatibility between compassion and justice in the organizational literature. Originality/value The present study is the first one to study COBs stemming either from staff responses to hotels’ abuse of customers or COBs resulting from the interaction between perceived justice for customers and justice perceptions for themselves." @default.
• W2470297418 created "2016-07-22" @default.
• W2470297418 creator A5023934759 @default.
• W2470297418 creator A5030178578 @default.
• W2470297418 date "2016-07-11" @default.
• W2470297418 modified "2023-10-14" @default.
• W2470297418 title "The way justice unleashes staff’s compassion toward hotel guests" @default.
• W2470297418 cites W1545560420 @default.
• W2470297418 cites W1558844336 @default.
• W2470297418 cites W1601524222 @default.
• W2470297418 cites W1913289260 @default.
• W2470297418 cites W1963740061 @default.
• W2470297418 cites W1963804871 @default.
• W2470297418 cites W1964907320 @default.
• W2470297418 cites W1966157362 @default.
• W2470297418 cites W1976089762 @default.
• W2470297418 cites W1986120885 @default.
• W2470297418 cites W1990405699 @default.
• W2470297418 cites W1991422678 @default.
• W2470297418 cites W1996514369 @default.
• W2470297418 cites W2002509673 @default.
• W2470297418 cites W2003722078 @default.
• W2470297418 cites W2005210865 @default.
• W2470297418 cites W2009832992 @default.
• W2470297418 cites W2041272775 @default.
• W2470297418 cites W2047976448 @default.
• W2470297418 cites W2050656002 @default.
• W2470297418 cites W2050792385 @default.
• W2470297418 cites W2051955285 @default.
• W2470297418 cites W2062093135 @default.
• W2470297418 cites W2062216209 @default.
• W2470297418 cites W2071426364 @default.
• W2470297418 cites W2077507391 @default.
• W2470297418 cites W2087057209 @default.
• W2470297418 cites W2087142893 @default.
• W2470297418 cites W2093885671 @default.
• W2470297418 cites W2103710664 @default.
• W2470297418 cites W2107079116 @default.
• W2470297418 cites W2110269436 @default.
• W2470297418 cites W2118269528 @default.
• W2470297418 cites W2126840412 @default.
• W2470297418 cites W2135084353 @default.
• W2470297418 cites W2137581975 @default.
• W2470297418 cites W2143692393 @default.
• W2470297418 cites W2143846011 @default.
• W2470297418 cites W2144439254 @default.
• W2470297418 cites W2148616640 @default.
• W2470297418 cites W2148799739 @default.
• W2470297418 cites W2162023324 @default.
• W2470297418 cites W2162644945 @default.
• W2470297418 cites W2163741736 @default.
• W2470297418 cites W2165049547 @default.
• W2470297418 cites W2327900331 @default.
• W2470297418 cites W3121277531 @default.
• W2470297418 cites W4231536446 @default.
• W2470297418 cites W4235678817 @default.
• W2470297418 cites W4243667233 @default.
• W2470297418 cites W4251859756 @default.
• W2470297418 cites W4252050463 @default.
• W2470297418 doi "https://doi.org/10.1108/ijoa-04-2015-0862" @default.
• W2470297418 hasPublicationYear "2016" @default.
• W2470297418 type Work @default.
• W2470297418 sameAs 2470297418 @default.
• W2470297418 citedByCount "1" @default.
• W2470297418 countsByYear W24702974182020 @default.
• W2470297418 crossrefType "journal-article" @default.
• W2470297418 hasAuthorship W2470297418A5023934759 @default.
• W2470297418 hasAuthorship W2470297418A5030178578 @default.
• W2470297418 hasConcept C11012388 @default.
• W2470297418 hasConcept C119857082 @default.
• W2470297418 hasConcept C139621336 @default.
• W2470297418 hasConcept C144133560 @default.
• W2470297418 hasConcept C15744967 @default.
• W2470297418 hasConcept C162853370 @default.
• W2470297418 hasConcept C169760540 @default.
• W2470297418 hasConcept C17744445 @default.
• W2470297418 hasConcept C185592680 @default.
• W2470297418 hasConcept C199539241 @default.
• W2470297418 hasConcept C26760741 @default.
• W2470297418 hasConcept C2776291640 @default.
• W2470297418 hasConcept C2776748549 @default.
• W2470297418 hasConcept C2776950860 @default.
• W2470297418 hasConcept C2777432744 @default.
• W2470297418 hasConcept C2779149496 @default.
• W2470297418 hasConcept C2779359184 @default.
• W2470297418 hasConcept C39549134 @default.
• W2470297418 hasConcept C41008148 @default.
• W2470297418 hasConcept C55493867 @default.
• W2470297418 hasConcept C77805123 @default.
• W2470297418 hasConcept C83030740 @default.
• W2470297418 hasConcept C98184364 @default.
• W2470297418 hasConceptScore W2470297418C11012388 @default.
• W2470297418 hasConceptScore W2470297418C119857082 @default.
• W2470297418 hasConceptScore W2470297418C139621336 @default.
• W2470297418 hasConceptScore W2470297418C144133560 @default.
• W2470297418 hasConceptScore W2470297418C15744967 @default.
• W2470297418 hasConceptScore W2470297418C162853370 @default.
• W2470297418 hasConceptScore W2470297418C169760540 @default.

• next