Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance

Abstract

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 perceived psychological safety. Data was collected from 22 restaurants in Turkey involving 236 employees. Hierarchical linear regression analysis was used to test the mediated-moderated model. Results indicate the (I) direct main effects of perceived supervisor and co-worker support for error management on employee engagement in service recovery performance, (2) positive interaction effect of perceived supervisor and co-worker support for error management on perceived psychological safety, and (3) mediating effect of perceived psychological safety between perceived support for error management and employee engagement in service recovery performance.