The Importance of Error Management Culture in Organizations: The Impact on Employee Helping Behaviors During Service Failures and Recoveries in Restaurants

Abstract

This study examined the influence of error management culture on employee helping behaviors during service failure and recovery situations in restaurants. Data was collected from 236 employees working in 22 restaurants in Turkey. Additionally, supervisors were asked to evaluate the employees' helping behaviors. Hierarchical linear regression analysis indicated that error management culture had a significant positive influence on employee helping behaviors (self-rated), employee helping behaviors (manager-rated), and coworker helping behaviors. Furthermore, the study includes important theoretical and practical implications for researchers and industry practitioners.

Significant Aspects of Managing Personnel Risk in the SME Sector

“…They can result in faulty products, time wasting, employee endangerment, increase in employees' stress level, client's displeasure, etc. To tackle them, firms must have an effective error management system in place (Guchait et al, 2015). There are several reasons that can cause human errors in a firm, such as work-related stress, stress from job insecurity, wage, or location, etc.…”

Impact of error management culture on organizational performance, management-team performance and creativity in the hospitality industry

“…In a study of restaurant-management teams, Guchait (2013) demonstrated that shared knowledge of interpersonal interaction requirements (e.g., role interdependencies) and teammates (e.g., preferences) influences team performance. Moreover, open communication about errors makes it possible for team members to help others in error situations (Guchait et al, 2014b). In a study involving restaurant employees, Guchait et al (2014b) found that employee perceived that organizational error management culture (which involves communication about service failures and recoveries) increased their helping behaviors in service failure and recovery situations.…”

“…Moreover, open communication about errors makes it possible for team members to help others in error situations (Guchait et al, 2014b). In a study involving restaurant employees, Guchait et al (2014b) found that employee perceived that organizational error management culture (which involves communication about service failures and recoveries) increased their helping behaviors in service failure and recovery situations. Finally, open error communication in teams helps with quick error detection-errors undetected or detected slowly tend to have more negative consequences than do errors detected quickly (Reason, 1990;Thomas, 2004)-which leads to efficient handling of errors (Helmreich & Merritt, 2000;Hofmann & Frese, 2011).…”

“…On the other hand, the industry relies on people reporting failures and errors to improve operating processes, learning from errors, and enhancing error recovery strategies to increase guest satisfaction, all of which tend to dramatically impact company revenue . Previous studies have indicated that organizations' error management culture can address this issue (Keith & Frese, 2009;Guchait et al, 2014b).…”

Örgütsel Ustaliğin Müşteri̇ Odakli Hi̇zmet Davranişlari Üzeri̇ndeki̇ Etki̇si̇nde Hata Yöneti̇m Kültürünün Aracilik Rolü

“…On the other hand, it is seen that one of the other crucial antecedents of customer oriented behaviors called as "error management culture which emphasized frequently in the last studies. For example, Guchait et al (2015); and Pasamehmetoglu et al (2017) studies indicate that error management culture has increased the helping behaviors and service performance of employees in service process. In this context, it can be inferred that organizational structures and process are considered as the significant predictors which facilitate to create customer oriented view (Hennig-Thurau and Thurau, 2003: 26).…”