Now showing items 1-4 of 4
Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance
The study examined the influence of perceived supervisor and co-worker support for error management on employees' engagement in service recovery performance. Furthermore, the current work examined the mediating role of ...
Error recovery performance: the impact of leader behavioral integrity and job satisfaction
This article introduces the concept of error recovery performance, followed by the development and validation of an instrument to measure it. The first objective of this article is to broaden the current concept of service ...
Error management culture: impact on cohesion, stress, and turnover intentions
An error management culture involves organizational practices related to communicating about errors, sharing error knowledge, quickly detecting and handling errors, and helping in error situations. Building on error ...
The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors
(Emerald Publishing, 2017)
The purpose of this paper is to amend and extend the emerging research that has utilized an employee-focused approach to examining the service recovery process. In doing so, the authors examine the influences of supervisor ...
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