“…Although procedural fairness is commonly defined as originating from (an authority within) the organization, the multifoci justice model of Cropanzano, Byrne, Bobocel, and Rupp (2001) emphasizes the presence of multiple sources of (un)fairness, especially in terms of interpersonal treatment, at the level of the organization, supervisor, co-workers or, important in this context, customers (e.g., Rupp & Spencer, 2006;Spencer & Rupp, 2009). Indeed, Rupp and colleagues demonstrated that employees perceive customers as a potential source of unfairness, which influences employees' adherence to organizational guidelines regarding emotional display rules (i.e., emotional labor).…”