Treating me with Respect: How Visitor's Perceptions of Interpersonal Injustice Affect Their Emotional Response and Social Media Testimonial
Author: 
Dong PuyuAuthors Info & Claims
Dong PuyuAuthors Info & ClaimsPages 34 - 38
Abstract
The purpose of this study was to investigate how interactional injustice affects customers' emotional responses and the impact of such responses on word-of-mouth recommendations on social media. Specifically, this research develops and tests a theoretical model that connects issues (interactive injustice and sentiment) in scenic area service processing with opinion sharing events (electronic word of mouth) in social networks. A survey asked visitors who have experience in service processing in scenic spots and who also belong to social media users. The survey produced 244 valid answers. The results of this study show that perceived interactional injustice affects visitors' electronic word of mouth through the emotions generated by the service. Just world belief plays a moderating role in the relationship between interactive injustice and emotional response. This study provides strategic advice to tourism practitioners by linking the services of scenic areas with visitors' understanding of interactive injustice, emotions and perspectives on social media.
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- Treating me with Respect: How Visitor's Perceptions of Interpersonal Injustice Affect Their Emotional Response and Social Media Testimonial
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Published In
August 2020
120 pages
ISBN:9781450375467
DOI:10.1145/3416028
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- Southwest Jiaotong University
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Association for Computing Machinery
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Published: 21 September 2020
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IMMS 2020
IMMS 2020: 2020 3rd International Conference on Information Management and Management Science
August 7 - 9, 2020
London, United Kingdom
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