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Tolerating errors in hospitality organizations: relationships with learning behavior, error reporting and service recovery performance
(Emerald Publishing Limited, 2020-08-04)
Purpose Hospitality work setting is error-prone, rendering error handling critical for effective organizational operation and quality of service delivery. An organization's attitude toward errors can be traced back to one ...
Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance
(Elsevier, 2020-08)
According to affective events theory (AET), organizational contexts can produce "affective events" that shape individuals' emotional experiences, subsequently influencing those individuals' work behaviors. This study ...
Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance
(Elsevier, 2022-04)
Service management researchers have clearly demonstrated that customers experience various emotions in service failure situations. In comparison, hospitality employees’ emotional experiences in such situations, are relatively ...
Workplace ostracism: Impact on social capital, organizational trust, and service recovery performance
(Elsevier, 2022-03)
The main purpose of the study was to examine the influence of workplace ostracism on service recovery performance (SRP). Because effective SRP is crucial for the success of hospitality businesses, it is important to study ...
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors: the role of psychological well-being and tenure
(Emerald, 2023-01-02)
Purpose: The purpose of this study is to examine the mediating effect of psychological well-being between organizational dehumanization and two outcome variables: service recovery performance and service sabotage. This ...
Hospitality organizational culture: Impact on employee’s job satisfaction, organizational citizenship behaviors, service recovery performance, and intention to leave
(Taylor & Francis, 2023)
Organizational culture continues to be a decisive factor for the success of hospitality firms. Drawing from the theory of work adjustment, this study focuses on hospitality organizational culture and examines its impacts ...
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