An Empirical Study of Organizational Justice, Organizational Citizenship Behavior and Service Fairness

Abstract

In the present research, the author has surveyed more than 600 employees, their supervisors and customers in 5 three-star hotels in Guangzhou. Using both qualitative and quantitative research methods, the author has investigated the dimensions of organizational citizenship behaviors (OCB), the “spill-over” effects of employees’ perception of organizational justice to customers’ perception of service fairness, the impact of employees’ perception of justice on their OCB and the influence of managers’ impression management tactics on employees’ perception of justice, trust in managers, job satisfaction and OCB. The results show that employee perceived organizational justice is an important antecedent of customers’ perception of service fairness.