Browsing School of Applied Sciences by Author "Wang, X."
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Customer online reviews and hospitality employees’ helping behavior: moderating roles of self-efficacy and moral identity
Hwang, Y.; Wang, X.; Paşamehmetoğlu, Ayşın (Emerald Group Publishing, 2021-07-06)Purpose: Online reviews are perceived as credible and trustworthy across various business sectors; thus, they influence customers’ purchase decisions. However, the potential role of customer online reviews as feedback for ... -
Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?
Wang, X.; Guchait, P.; Khoa, D. T.; Paşamehmetoğlu, Ayşın (Emerald, 2021-08-09)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 ... -
Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance
Wang, X.; Guchait, P.; Khoa, D. T.; Paşamehmetoğlu, Ayşın; Wen, X. (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 ... -
Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance
Wang, X.; Wen, X.; Paşamehmetoğlu, Ayşın; Guchait, P. (Elsevier, 2021-04)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 ... -
Hospitality organizational culture: Impact on employee’s job satisfaction, organizational citizenship behaviors, service recovery performance, and intention to leave
Dawson, M.; Guchait, P.; Russen, M.; Wang, X.; Paşamehmetoğlu, Ayşın (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 ... -
Is “Do it right the first time” necessarily right?: The importance of error management culture in the hospitality industry
Wang, X.; Guchait, P.; Madera, J. M.; Paşamehmetoğlu, Ayşın (Emerald Group Publishing, 2018)Purpose: The purpose of this study is threefold: first, to investigate the extent to which organizational error management culture impacts manager trust and group efficacy; second, to examine whether manager trust and group ... -
Tolerating errors in hospitality organizations: relationships with learning behavior, error reporting and service recovery performance
Wang, X.; Guchait, P.; Paşamehmetoğlu, Ayşın (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 ... -
Vicarious abusive supervision among restaurant frontline employees: the role of employee industry tenure
Li, M.; Wang, X.; Paşamehmetoğlu, Ayşın (Emerald, 2023)Purpose: Vicarious abusive supervision (VAS) has recently garnered the attention of hospitality researchers. VAS is prevalent in hospitality work settings characterized by long production chains and open operating environments. ... -
Why should errors be tolerated? Perceived organizational support, organization-based self-esteem and psychological well-being
Wang, X.; Guchait, P.; Paşamehmetoğlu, Ayşın (Emerald Publishing Limited, 2020-05)Purpose On the basis of conservation of resources theory, the purpose of this paper is to propose a framework linking an organizational factor, organizational error tolerance, with employees’ psychological well-being ...
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