Date of Award
Master of Science (MS)
Hospitality and Tourism Management
Committee Member 1
Committee Member 2
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.
Zhou, Yan, "An Exploratory Study Of Hotel Manager Side-Taking Behavior And Its Influence On Employee Unfairness Perception And Negative Emotion" (2014). Open Access Theses. 295.