Purpose: The purpose of this study was to investigate the moderating effects of organizational justice and workplace friendship on the relationship between workplace bullying and hotel employees’ well-being.Design/methodology/approach: The research sample included 310 entry-level employees of international tourism hotels in Taiwan. This study adopted hierarchical regression for data analysis.Findings: The study found that workplace bullying negatively impacted on hotel employees’ well-being. Organizational justice and workplace friendship had significantly positive effects on hotel employees’ well-being. Compared with workplace friendship, organizational justice had a significant moderating effect on the relationship between workplace bullying and hotel employees’ well-being.Originality/value: In the research fields of hospitality, past studies failed to use organizational justice and workplace friendship to moderate the relationship between workplace bullying and hotel employees’ well-being. This study confirmed that organizational justice could effectively buffer the negative effect of workplace bullying on hotel employees’ well-being.

Characteristics of service providers such as gender and physical attractiveness (PA) play a significant role in customer–server encounters. This study explored whether various service quality conditions and PA stereotypes would affect perceptions of service quality in customers of fine dining restaurants in Taiwan. This research also identified the moderating effects of server PA stereotype and PA in-group bias on perceived service quality. A total of 480 subjects participated in the study, which had a 2 × 2 between-subjects factorial design: scenarios of service quality (favourable vs. unfavourable) and appearances of server (attractive vs. average). The results showed that the customers' perceptions of service quality were enhanced with attractive servers compared with those of average appearances. In addition, the server PA stereotype influenced the customers' perceptions of service quality with regard to responsiveness and assurance dimensions under favourable and unfavourable service quality conditions.