Utiliza este identificador para citar o vincular este elemento: http://hdl.handle.net/10553/37087
Títulos: Extending the scope of hotel client reactions to employee injustice: Hotel employer reviews on the Internet
Autores/as: Melián González, Santiago 
Bulchand-Gidumal, Jacques 
Clasificación UNESCO: 531290 Economía sectorial: turismo
Palabras clave: Hotel employee (mis)treatment
Organizational justice
Client satisfaction
Hotel management
Internet
Fecha de publicación: 2017
Revistas: International Journal of Hospitality Management 
Resumen: Third-party literature is concerned about the way others perceive what happens in organizations. When dealing with the perceived justice of the employer-employee relationship, it has mainly adopted an on site approach. The scarce research focusing on the consequences of perceived justice for client variables in hotels has shown that it can impact client loyalty. In this study, we adopt an on-line view, and we analyze how the comments posted by hotel employees on the Internet about their work conditions influence guest perceptions. This topic is relevant because it is well known that clients' perceptions influence client satisfaction, WOM and revisit intentions. Through an experiment based on real hotel employer reviews, results confirm that these comments have an impact on the organizational image dimension of service quality, hotel clients' satisfaction, WOM, and revisit intentions. Thus, as occurs with client eWOM, hotel managers should be aware of these comments and manage them appropriately.
URI: http://hdl.handle.net/10553/37087
ISSN: 0278-4319
DOI: 10.1016/j.ijhm.2017.03.003
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