Home Volume 8
E-mail
Guests’ perceptions of hotels’ (un)fair treatment of staff:
their impact on service recovery
 

Pablo Zoghbi-Manrique-de-Lara1*, Miguel A. Suárez-Acosta1
and José M. Arias-Febles1

 

1 Department of Economics and Management, University of Las Palmas de Gran Canaria, c/ Saulo Torón, 4, Campus Tafira Baja, 350017 Las Palmas de Gran Canaria, The Canary Islands, Spain, Phone: +34 (928) 451 800, E-mails: This e-mail address is being protected from spambots. You need JavaScript enabled to view it , This e-mail address is being protected from spambots. You need JavaScript enabled to view it , This e-mail address is being protected from spambots. You need JavaScript enabled to view it
* Corresponding author

 

Abstract
 

Limited previous research has examined the impact that third-party guests’ observations of (in)justice for others can have on a hotel. This study deals with this issue by testing whether the way guests who raised a complaint perceive management treatment towards hotel staff influence their satisfaction with service recovery (SSR), when controlling for perceptions of justice for the self: distributive, procedural, and interactional. The paper first verifies the distinctiveness of all the justice variables included in this study. Data were collected from 288 guests who had experienced a service failure in seven sampled hotels in the Canary Islands (Spain). Structural equation modeling (SEM) results indicated that guests who raised a complaint and were unhappy on the management treatment towards hotel staff, showed significantly lower satisfaction with service recovery (SSR). These findings suggest that, like justice for the self, justice toward staff also predicts satisfaction with service recovery (SSR), thus earning a place in the service recovery literature. Suggestions for future research and practical implications are also presented.

 

© 2014 International University College. All rights reserved


Keywords: hotel employee (mis)treatment; third-party observers; perceived justice; satisfaction with service recovery; service failure


Citation: Zoghbi-Manrique-de-Lara, P., M. Suárez-Acosta, J. Arias-Febles (2014). Guests’ perceptions of hotels’ (un)fair treatment of staff: their impact on service recovery. European Journal of Tourism Research 8, pp. 20-34

Please login first to read fulltext!
 
European Journal of Тourism Research