THE INFLUENCE OF ORGANIZATIONAL JUSTICE-CUSTOMER ORIENTATION RELATIONSHIP ON THE SUSTAINABILITY OF THE HOTEL SECTOR IN MALAYSIA

Abstract

This study is designed to understand the influence of organizational justice and customer orientation in order to develop sustainable services in hotel sector in Malaysia. Focus on four justice dimensions and its relations to customer orientation and how it impacts the quality of services in hotel sector, this study involves 609 respondents from 68 hotels rating from three, four and five stars from all over Malaysia. Using SPSS version 19.0 and AMOS version 18.0, result shows that organizational justice and customer orientation have positive significant relationship. High justice will result in high customer oriented behavior among staff in Malaysian hotel.