“Why you?!”: An attribution perspective on third-party employees’ unfavorable reactions to observed customer mistreatment

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-03-25 DOI:10.1016/j.ijhm.2025.104159

Lele Fan , Yang Yang , Anan Fan , Jianfeng Ma , Lijun Chen

引用次数: 0

Abstract

By integrating the belief in a just world (BJW) theory into the covariation model, we developed an integrated moderated mediation model to elucidate the boundary conditions and attribution processes by which observed customer mistreatment precipitates unfavorable reactions from third-party employees. We collected time-lagged data in three stages and obtained 346 valid questionnaires from hospitality industry employees. Results revealed that third-party employees typically attribute blame to both victims and perpetrators. However, when the level of experienced customer mistreatment is high, they are more inclined to attribute blame and impose punishment on perpetrators. Conversely, when experienced mistreatment was sufficiently low, they were more prone to assigning blame and consequently causing secondary harm to the victims, aligning with the BJW theory.

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“你为什么? !：第三方员工对观察到的客户不当对待的不良反应的归因视角

通过将公正世界信念（BJW）理论整合到共变模型中，我们建立了一个整合的有调节的中介模型，以阐明观察到的客户虐待引发第三方员工不良反应的边界条件和归因过程。我们分三个阶段收集滞后数据，共获得346份有效的酒店从业人员问卷。结果显示，第三方员工通常将责任归咎于受害者和肇事者。然而，当经历过客户虐待的程度较高时，他们更倾向于将责任归咎于肇事者并对肇事者进行惩罚。相反，当经历过虐待的程度足够低时，他们更倾向于责怪受害者，从而对受害者造成二次伤害，这与BJW理论一致。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.