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Triangle model of fairness: investigating spillovers and reciprocal transfers

Robert Folger (Department of Management, University of Central Florida, Orlando, Florida, USA)
Robert C. Ford (Department of Management, University of Central Florida, Orlando, Florida, USA)
Mary Bardes (Department of Management, Drexel University, Philadelphia, Pennsylvania, USA)
Duncan Dickson (Rosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 10 August 2010

1185

Abstract

Purpose

The purpose of this paper is to present and partially test the triangle model of fairness (TMF) by examining employee reactions to customer fairness.

Design/methodology/approach

A total of 217 undergraduate hospitality students at a US university participated in the study. Participants seated in a classroom were asked to take part in the study. Customer interpersonal justice was manipulated (high justice versus low justice) in a completely randomized between‐subjects design. The manipulation consisted of written scenarios that depicted interactions between a customer and an employee. Participants read the scenarios. Then, they were instructed to imagine they were the employee in the scenario and were asked to answer questions that assessed their reactions to the interaction with the customer.

Findings

Consistent with the predictions, the results of the study revealed that when employees experience interpersonally fair treatment from customers, they are more likely to engage in helping behaviors toward their organization and future customers.

Originality/value

The paper examines employee responses to fairness from customers, in terms of helping (or harming) the organization and future customers. As rationale for the study, the authors drew on the TMF. The study makes a contribution to research on services and organizational justice by being the first to empirically examine the TMF. Overall, this paper demonstrates that organizations need to be cognizant of the effects of customers' treatment on service employees, as customers' treatment can have serious effects on employees' subsequent behaviors.

Keywords

Citation

Folger, R., Ford, R.C., Bardes, M. and Dickson, D. (2010), "Triangle model of fairness: investigating spillovers and reciprocal transfers", Journal of Service Management, Vol. 21 No. 4, pp. 515-530. https://doi.org/10.1108/09564231011066097

Publisher

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Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

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