The importance of error management culture in organizations: Impact on employee helping behaviors during service failures and recoveries in restaurants
dc.contributor.author | Guchait, P. | |
dc.contributor.author | Paşamehmetoğlu, Ayşın | |
dc.contributor.author | Lanza-Abbott, J. | |
dc.date.accessioned | 2016-02-22T13:06:13Z | |
dc.date.available | 2016-02-22T13:06:13Z | |
dc.date.issued | 2015 | |
dc.identifier.issn | 1533-2845 | |
dc.identifier.uri | http://hdl.handle.net/10679/3636 | |
dc.identifier.uri | http://www.tandfonline.com/doi/abs/10.1080/15332845.2014.904175 | |
dc.description | Due to copyright restrictions, the access to the full text of this article is only available via subscription. | |
dc.description.abstract | 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 Turkey. Additionally, supervisors were asked to evaluate the employees’ helping behaviors. Hierarchical linear regression analysis indicated that error management culture had a significant positive influence on employee helping behaviors (self-rated), employee helping behaviors (manager-rated), and coworker helping behaviors. Furthermore, the study includes important theoretical and practical implications for researchers and industry practitioners. | |
dc.language.iso | eng | en_US |
dc.publisher | Informa Group | |
dc.relation.ispartof | Journal of Human Resources in Hospitality. | |
dc.rights | restrictedAccess | |
dc.title | The importance of error management culture in organizations: Impact on employee helping behaviors during service failures and recoveries in restaurants | en_US |
dc.type | Article | en_US |
dc.peerreviewed | yes | |
dc.publicationstatus | published | en_US |
dc.contributor.department | Özyeğin University | |
dc.contributor.authorID | (ORCID 0000-0001-5852-4921 & YÖK ID 124918) Paşamehmetoğlu, Ayşın | |
dc.contributor.ozuauthor | Paşamehmetoğlu, Ayşın | |
dc.identifier.startpage | 45 | |
dc.identifier.endpage | 67 | |
dc.identifier.doi | 10.1080/15332845.2014.904175 | |
dc.subject.keywords | Error management culture | |
dc.subject.keywords | Organizational citizenship behaviors | |
dc.subject.keywords | Helping behaviors | |
dc.subject.keywords | Service failure | |
dc.subject.keywords | Service recovery | |
dc.identifier.scopus | SCOPUS:2-s2.0-84908409980 | |
dc.contributor.authorFemale | 1 |
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