Organizational injustice and emotional labor of hotel front-line employees

Adams, 1963, Towards an understanding of inequity, J. Abnorm. Soc. Psychol., 67, 422, 10.1037/h0040968 Adams, 1965, Inequity in social exchange, Adv. Exp. Soc. Psychol., 2, 267, 10.1016/S0065-2601(08)60108-2 Ashforth, 1995, Emotion in the workplace: a reappraisal, Hum. Relat., 48, 97, 10.1177/001872679504800201 Bacharach, 1991, Work‐home conflict among nurses and engineers: Mediating the impact of role stress on burnout and satisfaction at work, J. Organ. Behav., 12, 39, 10.1002/job.4030120104 Bauzon, 2015, Classical distributive justice and the European healthcare system: rethinking the foundations of European health care in an age of crises, J. Med. Philos., 40, 190, 10.1093/jmp/jhu078 Bies, 2001, Interactional (injustice): the sacred and the profane, 89 Brody, 2000, The socialization of gender differences in emotional expression: display rules, infant temperament, and differentiation, 24 Brody, 2008, Gender and emotion in context, 395 Brotheridge, 2002, Emotional labor and burnout: comparing two perspectives of “people work.”, J. Vocat. Behav., 60, 17, 10.1006/jvbe.2001.1815 Byrne, 2010 Campos-Soria, 2011, Patterns of occupational segregation by gender in the hospitality industry, Int. J. Hosp. Manag., 30, 91, 10.1016/j.ijhm.2010.07.001 Chu, 2002 Chu, 2012, When we are onstage, we smile: the effects of emotional labor on employee work outcomes, Int. J. Hosp. Manag., 31, 906, 10.1016/j.ijhm.2011.10.009 Chu, 2006, Development and validation of the hospitality emotional labor scale, Tour. Manag., 27, 1181, 10.1016/j.tourman.2005.12.011 Cohen, 1985 Colquitt, 2001, On the dimensionality of organizational justice: a construct validation of a measure, J. Appl. Psychol., 86, 386, 10.1037/0021-9010.86.3.386 Colquitt, 2001, Justice at the millennium: a meta-analytic review of 25 years of organizational justice research, J. Appl. Psychol., 86, 425, 10.1037/0021-9010.86.3.425 Cropanzano, 1989, Referent cognitions and task decision autonomy: beyond equity theory, J. Appl. Psychol., 74, 293, 10.1037/0021-9010.74.2.293 DePaulo, 1992, Nonverbal behavior and self-presentation, Psychol. Bull., 111, 203, 10.1037/0033-2909.111.2.203 Domagalski, 1999, Emotion in organizations: main currents, Hum. Relat., 52, 833, 10.1177/001872679905200607 Dulebohn, 2016, Gender differences in justice evaluations: evidence from fMRI, J. Appl. Psychol., 101, 151, 10.1037/apl0000048 Folger, 1977, Distributive and procedural justice: combined impact of voice and improvement on experienced inequity, J. Pers. Soc. Psychol., 35, 108, 10.1037/0022-3514.35.2.108 Folger, 1989, Effects of procedural and distributive justice on reactions to pay raise decisions, Acad. Manag. J., 32, 115, 10.2307/256422 Fraering, 2006, Sense of community: an exploratory study of US consumers of financial services, Int. J. Bank Mark., 24, 284, 10.1108/02652320610681738 Francis, 2005, Organizational injustice and psychological strain, Can. J. Behav. Sci., 37, 250, 10.1037/h0087260 Gabriel, 2015, Emotional labor actors: a latent profile analysis of emotional labor strategies, J. Appl. Psychol., 100, 863, 10.1037/a0037408 George, 2010 Grandey, 2000, Emotional regulation in the workplace: a new way to conceptualize emotional labor, J. Occup. Health Psychol., 5, 95, 10.1037/1076-8998.5.1.95 Grandey, 2002, The emotion regulation behind the customer service smile, Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior, 260, 294 Greenberg, 1986, Determinants of perceived fairness of performance evaluations, J. Appl. Psychol., 71, 340, 10.1037/0021-9010.71.2.340 Greenberg, 1993, Stealing in the name of justice: informational and interpersonal moderators of theft reactions to underpayment inequity, Organ. Behav. Hum. Decis. Process., 54, 81, 10.1006/obhd.1993.1004 Gross, 1998, Antecedent- and response-focused emotion regulation: divergent consequences for experience, expression, and physiology, J. Pers. Soc. Psychol., 74, 224, 10.1037/0022-3514.74.1.224 Hair, 2010 Hartline, 1996, The management of customer-contact service employees: an empirical investigation, J. Mark., 60, 52, 10.2307/1251901 Hochschild, 1983 Huang, 2015, Rising to the challenge: deep acting is more beneficial when tasks are appraised as challenging, J. Appl. Psychol., 100, 1398, 10.1037/a0038976 Hülsheger, 2011, On the costs and benefits of emotional labor: a meta-analysis of three decades of research, J. Occup. Health Psychol., 16, 361, 10.1037/a0022876 Humphrey, 2015, The bright side of emotional labor, J. Organ. Behav., 36, 749, 10.1002/job.2019 Judge, 2004, Organizational justice and stress: the mediating role of work-family conflict, J. Appl. Psychol., 89, 395, 10.1037/0021-9010.89.3.395 Jung, 2014, Antecedents and consequences of employees’ job stress in a foodservice industry: focused on emotional labor and turnover intent, Int. J. Hosp. Manag., 38, 84, 10.1016/j.ijhm.2014.01.007 Khoreva, 2016, Gender differences in reactions to injustice, J. Manag. Psychol., 31, 790, 10.1108/JMP-07-2013-0230 Kline, 2005 Kring, 1998, Sex differences in emotion: expression, experience, and physiology, J. Pers. Soc. Psychol., 74, 686, 10.1037/0022-3514.74.3.686 Petrović, 2014, Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels, Econ. Res. Istraå¾ivanja, 27, 799 Morris, 1996, The dimensions, antecedents, and consequences of emotional labor, Acad. Manag. Rev., 21, 986, 10.5465/amr.1996.9704071861 Parker, 2001, Seeing another viewpoint: antecedents and outcomes of employee perspective taking, Acad. Manag. J., 44, 1085, 10.2307/3069390 Parker, 2001, Designing a safer workplace: importance of job autonomy, communication quality, and supportive supervisors, J. Occup. Health Psychol., 6, 211, 10.1037/1076-8998.6.3.211 Pennebaker, 1992, Toward a his and hers theory of emotion: Gender differences in visceral perception, J. Soc. Clin. Psychol., 11, 199, 10.1521/jscp.1992.11.3.199 Pfeffer, 1993, The effect of wage dispersion on satisfaction, productivity, and working collaboratively: evidence from college and university faculty, Adm. Sci. Q., 382, 10.2307/2393373 Pinar, 2011, Gender diversity in the hospitality industry: an empirical study in Turkey, Int. J. Hosp. Manag., 30, 73, 10.1016/j.ijhm.2010.06.007 Pugliesi, 1999, The consequences of emotional labor: effects on work stress, job satisfaction, and well-being, Motiv. Emot., 23, 125, 10.1023/A:1021329112679 Rafaeli, 1987, Expression of emotion as part of the work role, Acad. Manag. Rev., 12, 23, 10.5465/amr.1987.4306444 Robinson, 2000, The development of psychological contract breach and violation: a longitudinal study, J. Organ. Behav., 21, 525, 10.1002/1099-1379(200008)21:5<525::AID-JOB40>3.0.CO;2-T Rupp, 2006, When customers lash out: the effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions, J. Appl. Psychol., 91, 971, 10.1037/0021-9010.91.4.971 Rupp, 2008, Customer (in) justice and emotional labor: the role of perspective taking, anger, and emotional regulation, J. Manage., 34, 903 Schat, 2006, Prevalence of workplace aggression in the U.S. Workforce: findings from a national study, 47 Sheppard, 1987, Toward general principles of managerial fairness, Soc. Justice Res., 1, 161, 10.1007/BF01048014 Shields, 2006, Magda B. Arnold’s contributions to emotions research, Cogn. Emot., 20, 898, 10.1080/02699930600615736 Smith, 2010 Spencer, 2003 Spencer, 2009, Angry, guilty, and conflicted: injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms, J. Appl. Psychol., 94, 429, 10.1037/a0013804 Stemmler, 1997, Selective activation of traits: boundary conditions for the activation of anger, Pers. Individ. Dif., 22, 213, 10.1016/S0191-8869(96)00189-4 Sudman, 1974 Tanner, 2016, Superior–subordinate communication during organizational change: under which conditions does high-quality communication become important?, Int. J. Hum. Resour. Manag., 27, 2183, 10.1080/09585192.2015.1090470 Tepper, 2001, Health consequences of organizational injustice: tests of main and interactive effects, Organ. Behav. Hum. Decis. Process., 86, 197, 10.1006/obhd.2001.2951 Wallbott, 1989, Assessing emotion by questionnaire, Emotion: Theory Res. Exp., 4, 55 Weiss, 1996, Affective events theory: a theoretical discussion of the structure, causes a consequences of affective experiences at work, Res. Organ. Behav., 1, 181 Weiss, 1999, Effects of justice conditions on discrete emotions, J. Appl. Psychol., 84, 786, 10.1037/0021-9010.84.5.786 West, 2014, Intervention to promote physician well-being, job satisfaction, and professionalism: a randomized clinical trial, JAMA Intern. Med., 174, 527, 10.1001/jamainternmed.2013.14387 Williams, 1999, The effects of distributive and procedural justice on performance, J. Psychol., 133, 183, 10.1080/00223989909599732 Zapata-Phelan, 2009, Procedural justice, interactional justice, and task performance: the mediating role of intrinsic motivation, Organ. Behav. Hum. Decis. Process., 108, 93, 10.1016/j.obhdp.2008.08.001 Zapf, 2002, Emotion work and psychological well-being: a review of the literature and some conceptual considerations, Hum. Resour. Manag. Rev., 12, 237, 10.1016/S1053-4822(02)00048-7