Masterson S S
Department of Management, College of Business Administration, University of Cincinnati, Ohio 45221-0165, USA.
J Appl Psychol. 2001 Aug;86(4):594-604. doi: 10.1037/0021-9010.86.4.594.
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. In turn, their students reported higher levels of instructor effort, prosocial behaviors, and fairness, as well as more positive reactions to the instructor. Overall, the results imply that fair treatment of employees has important organizational consequences because of customers' attitudes and future intentions toward key service employees.
本研究开发并测试了一种组织公正的涓滴模型，该模型假设员工对公平的认知会影响他们对组织的态度，进而影响他们对客户的行为。反过来，客户应将这些行为解读为公平对待的信号，从而对员工和组织都做出积极反应。该模型在187名教师及其学生的样本上进行了测试。结果显示，认为分配公正和程序公正程度高的教师表现出更高的组织承诺。相应地，他们的学生报告称教师付出的努力、亲社会行为和公平程度更高，对教师的反应也更积极。总体而言，结果表明，由于客户对关键服务员工的态度和未来意图，公平对待员工具有重要的组织影响。
