Purpose This paper aims to incorporate the justice framework of hospitality and marketing literature into the bus service user research to extend our knowledge about whether and why visitors on a local daytrip within a travel destination display behavioral intentions to revisit that destination....

Purpose This paper aims to model staff reactions to a hotel based on the way they perceive hotel’s treatment of customers. It suggests that employees are not motivated to help abused customers in the form of customer-oriented behaviors (COBs) until employees also feel that they are victims of...