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PAŞAMEHMETOĞLU, Ayşın

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Now showing 1 - 10 of 24
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    ArticlePublicationMetadata only
    Workplace ostracism: Impact on social capital, organizational trust, and service recovery performance
    (Elsevier, 2022-03) Paşamehmetoğlu, Ayşın; Guzzo, R. F.; Guchait, P.; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
    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 new factors that can enhance SRP. The current study makes a significant contribution to the service recovery literature by identifying critical predictors of SRP. Although the effects of workplace ostracism on work outcomes are well established, much less is known about the underlying mechanisms linking those relationships. Drawing from the conservation of resource theory, this study particularly examined the mediating role of bonding social capital with co-workers and organizational trust. Data was collected from five-star hotels in Turkey involving 180 employees. Structural equation modeling results show the mediating effect of bonding social capital and organizational trust between ostracism and SRP. The current study significantly contributes to the ostracism literature by finding a new outcome variable (i.e., SRP - an essential element of service performance which is especially important in hospitality and tourism contexts) and two new mediators that explain the underlying mechanism. The study provides implications for researchers and practitioners.
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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) Wang, X.; Guchait, P.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
    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 fundamental question: should errors be tolerated/accepted or not? This study aims to examine the relationships between error tolerance and hospitality employees' three critical work behaviors, namely, learning behavior, error reporting and service recovery performance. Psychological safety and self-efficacy are hypothesized to be the underlying attitudinal mechanisms that link error tolerance with these behavioral outcomes. Design/methodology/approach This study relied on a survey methodology, collecting data from 304 frontline restaurant employees in Turkey and their direct supervisors. SPSS 25.0 and Amos 25.0 were used for analysis. Findings The results revealed that error tolerance had direct positive relationships with employees' psychological safety and self-efficacy, both of which had positive impacts on learning behavior and error reporting. In addition, learning behavior positively influenced employees' service recovery performance, as rated by the employees' supervisors. Originality/value This study identifies error tolerance as an organizational distal factor that influences employees' learning behavior, error reporting and service recovery performance; and identifies self-efficacy and psychological safety as mediators of the relationship between error tolerance and behavioral outcomes. The findings help clarify the longstanding debate over the relationship between an organization's attitude toward errors and its employees' learning behavior. The findings also shed light on the advantages of tolerating error occurrence for organizations, which is especially important as most hospitality organizations pursue perfection with aversive attitudes toward errors.
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    Book ChapterPublicationMetadata only
    Corporate social responsibility and sustainable development in the Mediterranean: The case of the Spanish hotel industry in the Barcelona region
    (Taylor & Francis, 2019) Paşamehmetoğlu, Ayşın; Gökoğlu, M. M.; Hotel Management; Tüzün, İ. K.; Ergül, M.; Johnson, C.; PAŞAMEHMETOĞLU, Ayşın
    This chapter describes corporate social responsibility practices of hotels in Barcelona region in an aim to understand business perspectives on sustainable development in Mediterranean. From this standpoint, a case study analysis is developed regarding the progress in the implementation of CSR (corporate social responsibility) practices leading to sustainable development. Current literature on CSR in Spanish hotel industry lacks a clear understanding of perspectives businesses have towards sustainability. Specifically, examining CSR practices of hotels in Barcelona region allows us to describe the progress and problems in the field. In general, findings point out to an environmentalist perspective which traditionally dominates CSR practices in Spain. The hotel industry in Spain is raising its environmental consciousness and some specific environmental initiatives are being implemented. By explaining the dynamics of hotel industry and environment relations in Barcelona region, this chapter suggests a unique structure in Mediterranean where environmental solutions are dominated in CSR practices. Present studies in Spain with regard to sustainable development are lacking business perspectives towards environmental initiatives. This chapter aim to fill this gap by examining the CSR practices of hotels based on an environmentalist evaluation of Barcelona region.
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    Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?
    (Emerald, 2021-08-09) Wang, X.; Guchait, P.; Khoa, D. T.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
    Purpose: The purpose of this paper is to integrate tenets from the appraisal-based model of self-conscious emotions and the compass of shame theory to examine restaurant frontline employees’ experience of shame following service failures, and how shame influences employees’ job attitude and behaviors. In addition, employees’ industry tenure is identified as an individual factor influencing the impacts of shame in resorting to literature on aging in emotion regulation. Design/methodology/approach: Using a survey methodology, 217 restaurant frontline employees and their supervisors in Turkey provided survey data. Partial least squares (PLS) method using SmartPLS 3.3.3 was used for data analysis. Findings: The results indicated the maladaptive nature of shame following service failures as a salient self-conscious emotion, as it was negatively related to employee outcomes. Moreover, employees’ industry tenure played a moderating role that influences the impacts of shame on commitment to customer service. Practical implications: Managers should attend to frontline employees’ shame experience depending on their industry experience and adopt appropriate emotion intervention (e.g. cognitive reappraisal) or create error management culture to eliminate the negative effects of shame. Originality/value: This study advances our understanding of a powerful but understudied emotional experience, shame, in a typical shame-eliciting hospitality work setting (e.g. service failures). Shame has been linked with commitment to customer service and error reporting. In addition, industry tenure has been identified as a boundary condition to help clarify previous inconsistent findings in regard to the adaptive/maladaptive nature of shame.
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    Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance
    (Elsevier, 2022-04) Wang, X.; Guchait, P.; Khoa, D. T.; Paşamehmetoğlu, Ayşın; Wen, X.; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
    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 unknown, as they are often required to hide experienced emotions and express emotions in ways consistent with industry standards. To address this gap, we examine the typical emotional experience of shame in the wake of service failure and explain how it influences employees’ job behaviors—service recovery performance and organizational citizenship behavior—via self-efficacy beliefs. Furthermore, we draw on social information processing to introduce error tolerance as a social persuasion buffer that mitigates the negative effects of shame on self-efficacy perceptions. Survey data collected from 217 subordinate-supervisor dyads employed in restaurant settings reveal that shame experienced weakened employees’ self-efficacy beliefs, and these weakened beliefs were in turn negatively associated with job behaviors. Finally, error tolerance significantly moderated the relationship between shame and self-efficacy.
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    ArticlePublicationOpen Access
    The challenge of constructing a unique online identity through an isomorphic social media presence
    (University of Southern California, 2019) Atakan-Duman, S.; Paşamehmetoğlu, Ayşın; Bozaykut-Buk, T.; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
    Grounded in institutional theory for analyzing and differentiating isomorphic identity features, this study aims to analyze how foundation universities in the higher education field of Turkey use social media to construct their online identities. To determine the themes used by these universities for their online identity construction, secondary data were collected from the universities' social media accounts (Facebook and Twitter). Content analysis was conducted to identify the major themes and theme categories used by the foundation universities. Study results revealed that to construct a unique identity while embracing widely accepted industry practices, foundation universities concentrate their communication efforts mainly on public relations. This study contributes to the existing literature by providing insights from the higher education field into the challenge of constructing a unique identity while communicating similar identity elements so as to establish legitimacy through isomorphism. This study proposes that foundation universities communicate both distinctive identity elements through persuasion to be able to stay in competition and identity elements consistent with industry norms through mimetic and normative isomorphism to gain legitimacy.
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    ArticlePublicationOpen Access
    The challenge of constructing a unique online identity through an isomorphic social media presence
    (USC Annenberg Press, 2019) Atakan-Duman, Ş.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
    Grounded in institutional theory for analyzing and differentiating isomorphic identity features, this study aims to analyze how foundation universities in the higher education field of Turkey use social media to construct their online identities. To determine the themes used by these universities for their online identity construction, secondary data were collected from the universitie's social media accounts (Facebook and Twitter). Content analysis was conducted to identify the major themes and theme categories used by the foundation universities. Study results revealed that to construct a unique identity while embracing widely accepted industry practices, foundation universities concentrate their communication efforts mainly on public relations. This study contributes to the existing literature by providing insights from the higher education field into the challenge of constructing a unique identity while communicating similar identity elements so as to establish legitimacy through isomorphism. This study proposes that foundation universities communicate both distinctive identity elements through persuasion to be able to stay in competition and identity elements consistent with industry norms through mimetic and normative isomorphism to gain legitimacy.
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    Employee mindfulness and creativity: when emotions and national culture matter
    (Taylor & Francis, 2022) Gip, H.; The Khoa, D.; Fernando, R. L. F.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
    Mindfulness has recently attracted more attention from service scholars due to its positive effect on various job outcomes. Yet, the linkage between mindfulness and service employees’ creativity is still not well understood. This study aims to bridge this gap by examining how emotions might influence the mindfulness and creativity relationship from different cultural perspectives. Frontline service employees from three countries, the Philippines, Turkey, and the United States, were sampled to form a cross-border dataset. PLS multigroup results show that creativity positively influences service recovery performance and error reporting across the three nations. Furthermore, the mindfulness-creativity link is mediated by gratitude as a positive emotion in the United States, but by envy as a negative emotion in the Philippines and Turkey. This suggests that the link between mindfulness and creativity may be culturally contextual. These results might provide insights for mindfulness practices within the service work environment.
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    Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance
    (Elsevier, 2021-04) Wang, X.; Wen, X.; Paşamehmetoğlu, Ayşın; Guchait, P.; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
    Mindfulness refers to the psychological attentional state in which a person is conscious and accepting of the present. It is increasingly emerging as an estimable quality, especially within the hospitality industry where frontline employees’ creativity is critical to sustaining high-reliability organizations (HROs). Drawing on the literature on mindfulness, HROs, and creativity, this study (1) examines the moderating effect of organizational error tolerance on the relationship between employee mindfulness and creativity; and (2) investigates the mediating role of creativity on the relationship between employee mindfulness and customer satisfaction. The results of the multilevel path analyses performed on data collected from 303 restaurant employees and their managers supported the study's hypotheses. Specifically, the relationship between employee mindfulness and employee creativity was found to be contingent on organizational environmental cues (i.e., organizational error tolerance). The study's findings have implications for hospitality managerial practice, and research regarding employee mindfulness, creativity, error management, and HROs.
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    Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance
    (Elsevier, 2020-08) Wang, X. Y.; Guchait, P.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
    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 hypothesized that every time an error occurs in an error management culture, it is an affective event that can stimulate employees' gratitude and reduce their anxiety toward their respective organizations. Gratitude and anxiety are positively and negatively associated with employees' service recovery performance, respectively. Drawing on three waves of data collected from 218 hotel employees, this study found that error management culture was positively associated with gratitude and negatively associated with anxiety. Consequently, gratitude and anxiety influenced employees' service recovery performance, as rated by the employees' supervisors. These findings suggest that error management culture can influence employees' service recovery performance through the culture's impact on gratitude and anxiety.