We explore service worker reactions to a supervisor’s fair treatment of customers (i.e., customer-directed fairness), utilizing the group-value model of fairness to formulate two distinct predictions: (1) a status cuing effect, in which employees internalize social cues from the supervisor’s behavior to determine the social value of customers, and adapting their own customer-oriented behaviors to reflect the supervisor’s cue, and (2) a character indictment effect, in which employees use customer-directed fairness to assess the trustworthiness of the supervisor’s character. Results from experimental and field data provide evidence for these dual effects and show how each ultimately affects the employee’s in-role and extra-role customer service behavior. Implications are discussed with regard to the group-value model of fairness, alternative theories of fairness, and practical applications.

中文翻译：

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以身作则的误导：经理不公平的客户待遇对服务员工绩效和感知的管理信任度的影响

我们探索服务人员反应主管的公平对待客户（即客户-针对公平性），利用公平组值模型制定两个不同的预测：（1）状态插入磁效应，使员工内在的社会线索主管确定顾客社会价值的行为，并调整他们自己的以客户为导向的行为以反映主管的提示，以及（2）进行性格起诉效果，即员工使用客户导向的公平性来评估主管性格的可信度。实验和现场数据的结果为这些双重影响提供了证据，并显示了每种最终影响如何最终影响员工的角色内和角色外客户服务行为。讨论了关于公平的群体价值模型，公平的替代理论以及实际应用的含义。