Date of Award

Spring 2014

Degree Type


Degree Name

Master of Science (MS)


Hospitality and Tourism Management

First Advisor

Annmarie Nicely

Committee Member 1

Li Miao

Committee Member 2

Howard Adler


It is not rare that hotel managers show inconsistent attitudes and behaviors in front of customers and employees in their daily work. With limited time and resource, sometimes it is inevitable that hotel managers present certain tendencies to side with one party over the other when service failures occur between the two groups. However, in academia few studies have discussed these side-taking phenomena. The present researcher conducted an exploratory study about their definition and influence on hotel employees. Two video-based experiments were conducted and their results testified to the hypotheses that hotel managers' side-taking behaviors can lead to employee perceptions of unfairness and negative emotions such as anger, hostility, shame and guilt.