Browsing by Author "Lanza-Abbott, J."
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The importance of error management culture in organizations: Impact on employee helping behaviors during service failures and recoveries in restaurants
Guchait, P.; Paşamehmetoğlu, Ayşın; Lanza-Abbott, J. (Informa Group, 2015)This study examined the influence of error management culture on employee helping behaviors during service failure and recovery situations in restaurants. Data was collected from 236 employees working in 22 restaurants in ...
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