| Tekijä: | Masterson, S. S. |
| Otsikko: | A Trickle-Down Model of Organizational Justice: Relating Employees' and Customers' Perceptions of and Reactions to Fairness |
| Lehti: | Journal of Applied Psychology
2001 : AUG, VOL. 86:4, p. 594-604 |
| Asiasana: | ORGANIZATION EMPLOYEES CUSTOMERS PERCEPTION |
| Kieli: | eng |
| Tiivistelmä: | This study developed and tested a trickle-down model of organizational justice that hypothesized that employees' perceptions of fairness should affect their attitudes toward the organization, subsequently influencing their behaviors toward customers. In turn, customers should interpret these behaviors as signals of fair treatment, causing them to react positively to both the employee and the organization. The model was tested on a sample of 187 instructors and their students. The results revealed that instructors who perceived high distributive and procedural justice reported higher organizational commitment. Overall, the results imply that fair treatment of employees has important organizational consequences because of customers' attitudes and future intentions toward key service employees. |
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