The Effect of Procedural Justice on Emotional Exhaustion of Frontline Hotel Employees as a Reflection of Customer Orientation (Conference presentation)
Trivellas, P./ Kakkos, N./ Hatzopoulou, E./ Τριβέλλας, Παναγιώτης/ Κάκκος, Νικόλαος/ Χατζοπούλου, Ε.
Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.author | Trivellas, P. | en |
| dc.contributor.author | Kakkos, N. | en |
| dc.contributor.author | Hatzopoulou, E. | en |
| dc.contributor.other | Τριβέλλας, Παναγιώτης | el |
| dc.contributor.other | Κάκκος, Νικόλαος | el |
| dc.contributor.other | Χατζοπούλου, Ε. | el |
| dc.date.accessioned | 2016-06-15T15:17:11Z | - |
| dc.date.available | 2016-06-15T15:17:11Z | - |
| dc.identifier.citation | International Conference on Contemporary Marketing Issues (ICCMI) 13 – 15 June 2012 Thessaloniki, Greece | - |
| dc.identifier.uri | http://195.251.240.227/jspui/handle/123456789/1278 | - |
| dc.description | Άρθρο Συνεδρίου--ΑΤΕΙΘ, 2012 | - |
| dc.format.extent | 410Kb | - |
| dc.relation.ispartof | International Conference on Contemporary Marketing Issues (ICCMI) | - |
| dc.rights | Default License | - |
| dc.rights | Το τεκμήριο πιθανώς υπόκειται σε σχετική με τα Πνευματικά Δικαιώματα νομοθεσία | - |
| dc.rights | This item is probably protected by Copyright Legislation | - |
| dc.source.uri | http://195.251.240.227/jspui/handle/123456789/1176 | - |
| dc.source.uri | http://www.mba.teithe.gr/wp-content/uploads/courses/ICCMI2012CONFERENCEPROCEEDINGS.pdf | - |
| dc.subject | Performance Appraisal system | en |
| dc.subject | Σύστημα αξιολόγησης της απόδοσης | el |
| dc.subject | Procedural justice | en |
| dc.subject | Διαδικαστική δικαιοσύνη | el |
| dc.subject | Emotional exhaustion | en |
| dc.subject | Συναισθηματική εξάντληση | el |
| dc.subject | Hospitality | en |
| dc.subject | Φιλοξενία | el |
| dc.title | The Effect of Procedural Justice on Emotional Exhaustion of Frontline Hotel Employees as a Reflection of Customer Orientation | en |
| heal.type | conferenceItem | - |
| heal.type.en | Conference presentation | en |
| heal.dateAvailable | 2016-06-15T15:18:11Z | - |
| heal.language | en | - |
| heal.access | free | - |
| heal.recordProvider | Σχολή Διοίκησης και Οικονομίας / Τμήμα Διοίκησης Επιχειρήσεων | el |
| heal.publicationDate | 2012-06 | - |
| heal.bibliographicCitation | Trivellas, P., Kakkos, N., & Hatzopoulou, E., 2012, 'The Effect of Procedural Justice on Emotional Exhaustion of Frontline Hotel Employees as a Reflection of Customer Orientation', ICCMI, 13 – 15 June 2012 Thessaloniki, Greece, Alexander Technological Educational Institute (ATEI) of Thessaloniki, Thessaloniki, pp. 630-636. | en |
| heal.abstract | This paper aims to explore the association between procedural justice (PJ) of the Performance Appraisal (PA) system and emotional exhaustion (EE). Organizational justice is defined as the concept of fairness within organization and it is often regarded as a two-dimensional construct of procedural and distributive justice. PJ refers to the PA system satisfaction, while distributive justice is related with the satisfaction of outcomes received. PJ is determined by five dimensions (fairness, two-way communication between supervisor and subordinate, trust to the supervisor, clarity of expectations and understanding of PA). Some researchers have claimed that employees, who perceive inequity on the PA processes and outcomes, may be exposed to emotional burnout. EE reflects a lack of energy and a feeling that employees’ emotional resources are used up. Drawing from the hospitality marketing research, EE is considered as one of the most crucial factors devastating service provision of frontline employees, as well as the subsequent customer satisfaction. The strong negative relationship between PJ and EE was confirmed in a sample of 224 frontline hotel employees. In particular, understanding of the appraisal process was the most dominant predictor of EE. Regarding situational factors, only resource inadequacy exerted a significant relationship. | en |
| heal.publisher | Alexander Technological Educational Institute (ATEI) of Thessaloniki, Department of Marketing | en |
| heal.publisher | Bucks New University | en |
| heal.fullTextAvailability | true | - |
| heal.conferenceName | International Conference on Contemporary Marketing Issues (ICCMI) | en |
| heal.conferenceItemType | full paper | - |
| heal.type.el | Δημοσίευση σε συνέδριο | el |
| Appears in Collections: | ICCMI (2012) | |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Trivellas_Kakkos_Hatzopoulou_The_Effect_of_Procedural_Justice.pdf | 410.14 kB | Adobe PDF | View/Open |
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