Effectiveness of error management training in the hospitality industry: Impact on perceived fairness and service recovery performance

Yao, Sheng; Wang, Xingyu; Yu, Heyao; Guchait, Priyanko

doi:10.1016/j.ijhm.2018.12.009

Cited by 70 publications

(47 citation statements)

References 67 publications

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“…Few research attempts have been made to take on an experimental design that manipulates organizational HR practices to examine the causal impact on applicant/employee attitudes. In such studies, respondents are typically asked to read a scenario about the HR practices of a hypothetical company and answer the survey questions on individual attitudes and behaviors (Yao et al, 2019). Respondents are asked to imagine that they work for that imaginary company.…”

Section: Discussionmentioning

confidence: 99%

Examining Applicant Online Recruitment: The Use of Fictitious Websites in Experimental Studies

Lee

Guzzo

Madera

et al. 2020

Cornell Hospitality Quarterly

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Advancements in technology enable hospitality organizations to rely on digital recruitment efforts such as websites to attract applicants. Reflecting this industry trend, a small, but growing body of literature from the hospitality industry examines how applicants react to online recruiting using fictitious websites of hypothetical companies in experiments. The purpose of this article is to validate the use of fictitious websites as an experimental data collection method. Two quasi-experiments were guided by theories and model of applicant perceptions of fit and organizational attraction. Fit was manipulated by matching the career preference of active job seekers (e.g., a job seeker in the hotel sector) with a fictitious website (e.g., a hotel’s careers page) or not (control group). The results from the two quasi-experiments showed person–organization fit (Study 1) and person–job fit (Study 2) led to more organizational attraction under conditions of matches (e.g., a job seeker in the hotel sector evaluating a hotel’s careers page) than in the control groups. The findings of the two studies not only support the use of fictitious websites as a viable data collection method but also open a new line of research for hospitality research and human resources. Future hospitality scholars can use this technique to manipulate organization’s human resource practices (e.g., recruitment, selection, training, performance evaluation, compensation, and benefits) and examine attitudes of individuals (e.g., applicants, employees, and managers). The current data collection method also allows for researchers to not only manipulate information but also maximize the realism of the experimental stimuli.

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Section: Discussionmentioning

confidence: 99%

Examining Applicant Online Recruitment: The Use of Fictitious Websites in Experimental Studies

Lee

Guzzo

Madera

et al. 2020

Cornell Hospitality Quarterly

Self Cite

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“…These include financial penalties and customer defection. It therefore becomes essential for the SP to train its employees on both technical and functional skills, listening to customers’ problems and providing solutions (Boshoff and Allen, 2000) to ensure effective SR (Yao et al , 2019) to avoid spillage of NWOM across the entire value chain on account of domino effects (Zhu and Zolkiewski, 2015). Researchers in the SR domain have studied various employee competencies that are required to perform effective SR including technical competencies, emotional competencies, and administrative competencies.…”

Section: Barriers To Service Recovery In B2b Marketsmentioning

confidence: 99%

Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services

Baliga

Chawla

Sunder

et al. 2021

JBIM

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Purpose To address service failure issues, scholars have recognized several service recovery (SR) mechanisms. However, there exist many barriers that retard an effective SR process, and those often lead to negative consequences. Although this is a generic problem applicable across markets, it becomes critical in B2B markets, as they deal with high impact and corporate customers. The purpose of this paper is to identify these SR barriers in B2B markets and explore their linkages toward identifying the key driving barriers. Design/methodology/approach A four-phased methodology to address this call in the IT services industry was used. First, the identification phase led to the selection of 27 barriers based on literature. Second, in the prioritization phase, 12 salient barriers were prioritized with the help of an expert panel. Third, in the modelling phase, the total interpretive structural modelling (TISM) technique was used to examine the mutual influences among these barriers toward modelling their linkages using a digraph. Finally, in the classification phase, these barriers were graphically plotted and classified into four quadrants based on their dependence and driving powers by using Matriced Impacts Croisés Multiplication Appliquée á un Classement (MICMAC) analysis. Findings Two strategic barriers, namely, technology obsolescence and poor top management commitment, presented the strongest challenges against effective SR, as they were least dependent on other barriers and exerted strong influence over the operational barriers to executing SR. Practical implications Because the strategic level barriers, exerting strong influence against effective SR, arise from the strategic choices of board and the C-suite, this paper helps them anticipate the recovery-related after effects of their choices, thus helping them in making better decisions. Originality/value This paper contributes to research as it is first of its kind to explore and link SR barriers in B2B markets.

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“…Service recovery performance in healthcare services is affected by fairness, commitment, workplace support (Nadiri & Tanova, 2016), cultural competence, self-management, social capacity, organizational recovery system and recovery self-efficacy (McQuilken, Robertson, Abbas & Polonsky, 2018). Furthermore, error management training is an option to improve employees' service recovery performance (Yao, Wang, Yu & Guchait, 2019). These are all applicable to service recovery in medical tourism services.…”

Section: Service Recovery Managementmentioning

confidence: 99%

A conceptual model of medical tourism service supply chain

Karadayi-Usta

Serdarasan

2020

JIEM

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Purpose: Medical tourism service requires involvement of multiple parties from the service network, however medical tourism is not well studied from a supply chain management perspective. This study suggests a conceptual model of medical tourism service supply chain (MTSSC) to provide a clearer understanding of its nature, and defines its business processes.Design/methodology/approach: Triangulation which makes use of literature review, in-depth interviews, and expert evaluations was applied to develop and validate the suggested model. The proposed model is initialized based on the relevant literature. In-depth interviews were used to refine and finalize the model. Expert evaluations ensure the trustworthiness of the model and the business process definitions.Findings: The proposed model uses a nested process structure rather than a one-dimensional supply chain model, where the assistance company maintains an intermediary role between the patient and all the service providers (e.g. medical institutions, transportation, accommodation). Additionally, the conceptual model identifies seven business processes: service design, service recovery management, customer relationship management, supplier relationship management, demand management, capacity and resource management, and service delivery management.Practical implications: The results provide a better understanding of the MTSSC structure and processes, and a recognition of the MTSSC members. The process definitions give the members an idea about their roles in the service design and delivery in practice. Additionally, a better understanding of the system as a whole leads to better process development and control. MTSSC members may shape their organizations internally and supply chain-wide by considering this conceptual model. Moreover, the model acts as a basis for supply chain collaboration decisions.Originality/value: The conceptual model is built upon the theories and practice of medical tourism services, supply chain management, and service operations management. This study contributes to the theory of medical tourism services management by explaining the MTSSC concepts and business processes, and extends existing knowledge.

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Effectiveness of error management training in the hospitality industry: Impact on perceived fairness and service recovery performance

Cited by 70 publications

References 67 publications

Examining Applicant Online Recruitment: The Use of Fictitious Websites in Experimental Studies

Examining Applicant Online Recruitment: The Use of Fictitious Websites in Experimental Studies

Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services

A conceptual model of medical tourism service supply chain

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