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dc.contributor.authorGuchait, P.
dc.contributor.authorSimons, T.
dc.contributor.authorPaşamehmetoğlu, Ayşın
dc.date.accessioned2015-12-17T13:24:37Z
dc.date.available2015-12-17T13:24:37Z
dc.date.issued2016-05
dc.identifier.issn1938-9655
dc.identifier.urihttp://hdl.handle.net/10679/1324
dc.identifier.urihttp://journals.sagepub.com/doi/full/10.1177/1938965515613858
dc.descriptionDue to copyright restrictions, the access to the full text of this article is only available via subscription.
dc.description.abstractThis 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 recovery to be relevant to the back-of-house operations. The second objective is to examine the influence of leader behavioral integrity (BI) on error recovery performance. Moreover, the study examines the mediating effect of job satisfaction between BI and error recovery performance. Finally, the study links error management performance with work-unit effectiveness. Data for Study 1 were collected from 369 hotel employees in Turkey. The same relationships were tested again in Study 2 to validate the findings of Study 1 with a different sample. Data for Study 2 were collected from 33 departmental managers from the same hotels. Linear regression analysis was used to test the direct effects. The mediating effects were tested using the mediation test suggested by Preacher and Hayes. In addition, in Study 2, general managers of the hotels were asked to rate the effectiveness of each manager and their respective department. Results from Study 1 indicate that BI drives error recovery performance, and this impact is mediated by employee job satisfaction. Results of Study 2 confirm this model and finds further that managers’ self-rated error recovery performance was associated with their general managers’ assessment of their deliverables and of their department’s overall performance.en_US
dc.language.isoengen_US
dc.publisherSageen_US
dc.relation.ispartofCornell Hospitality Quarterly
dc.rightsrestrictedAccess
dc.titleError recovery performance: the impact of leader behavioral integrity and job satisfactionen_US
dc.typeArticleen_US
dc.peerreviewedyesen_US
dc.publicationstatuspublisheden_US
dc.contributor.departmentÖzyeğin University
dc.contributor.authorID124918
dc.contributor.ozuauthorPaşamehmetoğlu, Ayşın
dc.identifier.wosWOS:000376188400004
dc.identifier.doi10.1177/1938965515613858
dc.subject.keywordsError managementen_US
dc.subject.keywordsPerformanceen_US
dc.subject.keywordsJob satisfactionen_US
dc.subject.keywordsBehavioral integrityen_US
dc.subject.keywordsHospitalityen_US
dc.subject.keywordsService recovery performanceen_US
dc.identifier.scopusSCOPUS:2-s2.0-84967103751


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