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Error management culture: impact on cohesion, stress, and turnover intentions
(2016)
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 ...
Error recovery performance: the impact of leader behavioral integrity and job satisfaction
(Sage, 2016-05)
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 ...
Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance
(Elsevier, 2014-08)
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 ...
The challenge of constructing a unique online identity through an isomorphic social media presence
(USC Annenberg Press, 2019)
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 ...
Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?
(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 ...
Why should errors be tolerated? Perceived organizational support, organization-based self-esteem and psychological well-being
(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 ...
Is “Do it right the first time” necessarily right?: The importance of error management culture in the hospitality industry
(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 ...
Customer online reviews and hospitality employees’ helping behavior: moderating roles of self-efficacy and moral identity
(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 ...
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 ...
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