Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance

Wang, Xingyu; Guchait, Priyanko; Paşamehmetoğlu, Ayşın

doi:10.1016/j.ijhm.2020.102592

Cited by 47 publications

(47 citation statements)

References 72 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…One sample item is "I am always working to improve the quality of service I give to customers". Error reporting was measured in using the one-item scale developed by Wang et al (2020aWang et al ( , 2020b. The item is "When I make an error, I _______ (1 = never; 7 = always) report it to an appropriate responsible person and/or record it through the record keeping protocol".…”

Section: Methodsmentioning

confidence: 99%

“…These recurring emotional experiences are an important influence on employees' job attitudes and behaviors over time. For example, Wang et al (2020a) indicated that organizational error management culture can shape employees' persistent gratitude toward an organization and influence their service recovery performance. In a similar vein, experiences of shame triggered by recurring service failures can exert impacts on employees' job attitudes and behaviors in a persistent and stable way.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…For instance, Ferika and Nazli (2013) revealed the influence of pride on career choice among college students majoring in hospitality management. Wang et al (2020a) examined hospitality employees' gratitude toward the organization and its impacts on service recovery performance.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?

Wang

Guchait

Paşamehmetoğlu

2021

IJCHM

Self Cite

View full text Add to dashboard Cite

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.

show abstract

Section: Methodsmentioning

confidence: 99%

Section: Theoretical Implicationsmentioning

confidence: 99%

See 1 more Smart Citation

Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?

Wang

Guchait

Paşamehmetoğlu

2021

IJCHM

Self Cite

View full text Add to dashboard Cite

show abstract

“…Emotions induced by the work environment are important drivers of employees' work behavior ( Sakurai & Jex, 2012 ; Spector & Fox, 2002 ). For example, service employees who experience positive emotions such as gratitude tend to engage in more extra-role behavior, whereas those who feel negative emotions such as anxiety are more likely to reduce their service behavior and even engage in harmful behavior toward coworkers and customers ( Kim & Qu, 2020 ; Wang, Guchait, & Pasamehmetoglu, 2020 ). Service employees' emotions are also likely to be influenced by a variety of stressful work events (e.g., interpersonal mistreatment, difficult guest issues, and unreasonable task assignments), and these emotions may affect subsequent work behavior ( Babalola et al, 2019 ; Kim & Qu, 2019 ; Zhu, Lyu, & Ye, 2019 ).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

How does career future time perspective moderate in the relationship between infection anxiety with the COVID-19 and service behavior among hotel employees?

Park

Hai

2021

Tourism Management Perspectives

View full text Add to dashboard Cite

The COVID-19 pandemic has had far-reaching impacts on the hospitality industry and its employees. The purpose of this study was to explore the effects of infection anxiety with COVID-19 (IAWC) on employee motivation and work behaviors. This study proposes and examines a model predicting that IAWC has indirect effects on service and helping behaviors via intrinsic motivation. Furthermore, we expect that career future time perspective mitigates the harmful effects of IAWC on service and helping behaviors. We tested our moderated mediation model using data collected from multiple time points and multiple resources (i.e., hotel employees and their corresponding supervisors). The results show that IAWC indirectly influences service and helping behaviors via intrinsic motivation. In addition, career future time perspective moderated the effects of IAWC, such that the indirect effects of IAWC were weakened when employees' career future time perspective was high. This study extends our understanding of the impacts of IAWC on hospitality employees and the buffering effects of career future time perspective. The theoretical and practical implications of this study are discussed.

show abstract

“…Like happening in any organizations, communications may play an important role in its day-to-day operations, but it may also affect the organization's future development more particularly in the services industry such as the tourism. However, Wang et al, (2020) argues that when employees are motivated, they tend to share information when errors occur, analyze and learn from the errors, and help each other in error situations.…”

Section: Introductionmentioning

confidence: 99%

Communication Challenges for Foreign Workers within Multicultural Hospitality Working Environment: Case Front Office of Hotel X in Japan

Ardani¹,

Basalamah²

2021

IJSSB

View full text Add to dashboard Cite

As tourism grows fast and tourism destinations develops well all around the world, the human capital in the sectors are the most important component of its business which deliver services. The grow affects all aspects of business including hospitality industry. A multicultural working environment in hospitality industry has been practiced since decades due to its international character of business. The condition brought communication challenges to the internal operations more particularly in the front-line departments. This research aims to find out the challenges for foreign workers in the process of communication and how they overcome any communication problems that may occurred in their day-to-day operations in a multicultural hospitality working environment. Different cultures may press the communication problems while the business is about serving people and ensure that all the guest needs are provided well in timely manner. The research is conducted in a three-star-rated hotel in Japan with a multicultural environment and may give insights to the hoteliers who aspire to embrace their future career abroad. The findings are quite interesting since culture is taking the most important part to overcome and handle the situation as it aims to maintain a good working environment.

show abstract

Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance

Cited by 47 publications

References 72 publications

Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?

Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?

How does career future time perspective moderate in the relationship between infection anxiety with the COVID-19 and service behavior among hotel employees?

Communication Challenges for Foreign Workers within Multicultural Hospitality Working Environment: Case Front Office of Hotel X in Japan

Contact Info

Product

Resources

About