Tolerating errors in hospitality organizations: relationships with learning behavior, error reporting and service recovery performance

Wang, Xingyu; Guchait, Priyanko; Paşamehmetoğlu, Ayşın

doi:10.1108/ijchm-01-2020-0001

Cited by 39 publications

(42 citation statements)

References 103 publications

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“…Many positive examples of learning from mistakes have emerged from entrepreneurship studies, that is, from entrepreneurial learnings from business failures (Cardon et al, 2011;Cope, 2011;Eggers and Song, 2015;McGrath, 1999;Politis and Gabrielsson, 2009;Shepherd, 2003;Yamakawa and Cardon, 2015). Recent studies on the hospitality industry (Guchait et al, 2016(Guchait et al, , 2018Pasamehmetoglu et al, 2017;Jung and Yoon, 2017;Wang et al, 2020) simplified the organizational attitude toward errors to the primary question: Should mistakes at work be tolerated? As they observed that error tolerance yields positive outcomes for employees, such as psychological safety, self-efficacy, supportive employee behaviors, employee learning and increased error reporting ratesthey asserted that it should be tolerated.…”

Section: Conceptual Frameworkmentioning

confidence: 99%

Do mistakes acceptance foster innovation? Polish and US cross-country study of tacit knowledge sharing in IT

Kucharska

2021

JKM

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Purpose This study aims to understand and compare how the mechanism of innovative processes in the information technology (IT) industry – the most innovative industry worldwide – is shaped in Poland and the USA in terms of tacit knowledge awareness and sharing driven by a culture of knowledge and learning, composed of a learning climate and mistake acceptance. Design/methodology/approach Study samples were drawn from the IT industry in Poland (n = 350) and the USA (n = 370) and analyzed using the structural equation modeling method. Findings True learning derives from mistake acceptance. As a result of a risk-taking attitude and critical thinking, the IT industry in the USA is consistently innovation-oriented. Specifically, external innovations are highly correlated with internal innovations. Moreover, a knowledge culture supports a learning culture via a learning climate. A learning climate is an important facilitator for learning from mistakes. Originality/value This study revealed that a high level of mistake acceptance stimulates a risk-taking attitude that offers a high level of tacit knowledge awareness as a result of critical thinking, but critical thinking without readiness to take a risk is useless for tacit knowledge capturing.

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Section: Conceptual Frameworkmentioning

confidence: 99%

Do mistakes acceptance foster innovation? Polish and US cross-country study of tacit knowledge sharing in IT

Kucharska

2021

JKM

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“…Managers can determine how the collected information can be used. For example, sharing customers' compliments in a shift meeting can acknowledge the corresponding employees' performance well and facilitate an uplifting experience for the whole team as service production entails close collaborations among team members (Wang et al, 2020).…”

Section: Practical Implicationsmentioning

confidence: 99%

“…Second, hospitality service often results from sequential and concerted efforts among employees in different departments. Therefore, teamwork is crucial for successful service delivery (Wang et al, 2020). Converging evidence demonstrates that helping behavior is positively associated with service quality (Yoon and Suh, 2003), organizational effectiveness (MacKenzie et al, 2011) and customer satisfaction (Walz and Niehoff, 2000).…”

Section: Introductionmentioning

confidence: 99%

Customer online reviews and hospitality employees’ helping behavior: moderating roles of self-efficacy and moral identity

Hwang

Wang

Paşamehmetoğlu

2021

IJCHM

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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 employee performance and employee reactions to customer reviews remain largely unclear. To address this knowledge gap, this study proposes that employee characteristics, namely, self-efficacy (Study 1) and moral identity (Study 2), moderate the effect of the valence of customer reviews on hospitality employees’ helping behavior. Design/methodology/approach The authors used a scenario-based, quasi-experimental design in two studies. They recruited a total of 215 frontline employees at independent casual dining restaurants in Istanbul, Turkey (Study 1) and 226 US residents who have worked in the restaurant industry for more than six months (Study 2). Multiple linear regressions via PROCESS and moderation analysis via Johnson–Neyman technique were used. Findings Study 1 demonstrates that when employees’ self-efficacy is low, positive (vs negative) customer reviews enhance employees’ helping behavior. By contrast, when employees’ self-efficacy is high, their helping behavior is invariantly high regardless of the valence of customer reviews. Study 2 reveals that when employees’ moral identity is low, their helping behavior decreases in the presence of negative (vs positive) customer reviews. Conversely, when employees’ moral identity is high, their helping behavior is similarly high regardless of the valence of customer reviews. Practical implications Hospitality managers may need to develop training programs to enhance their employees’ self-efficacy and moral identity. They may also provide necessary organizational support to induce their employees’ self-efficacy and moral identity, given that such psychological resources help buffer the dampening effect of negative reviews on helping behavior. Last, hospitality managers may consider incorporating customer reviews as part of employee performance feedback. Originality/value This study advances the understanding of employees’ responses to customer reviews, with the performance appraisal feedback framework as fresh theoretical lens. This study is among the first to demonstrate the relationship between the valence of customer reviews and subsequent helping behavior of employees toward customers. It also contributes to the emerging literature that identifies boundary conditions for employees’ responses to customer reviews.

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“…Content resources, interaction patterns, collaborative models, organizational planning and influencing factors related to learning processes constitute learning behaviors, which are also key elements to describe learning behaviors [1,2]. The learning processes supported by online technology and data technology ensure the completeness and continuity of learning behavior data.…”

Section: Introductionmentioning

confidence: 99%

Improved Probabilistic Frequent Itemset Analysis Strategy of Learning Behaviors Based on Eclat Framework

Xia¹

2022

Advances in Decision Making

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Interactive learning environment is the key support for education decision making, the corresponding analytics and methodology are the important part of educational technology research and development. As an important part and the research challenge, learning behaviors are uncertain and produce complex data relationships, which makes the learning analysis process more difficult. This chapter studies the feasibility of Eclat framework applying in educational decision making and get the corresponding the data analysis results. We take probabilistic frequent itemsets and association rules as research objectives, extract and standardize multiple data subsets; Based on Eclat framework, using data vertical format, we design and improve the models and algorithms in the process of data management and processing. The results show that the improved models and algorithms are effective and feasible. On the premise of ensuring robustness and stability, the mining quality of probabilistic frequent itemsets and association rules is guaranteed, which is conducive to the construction of key execution topology of learning behaviors, and improves the accuracy and reliability of data association analysis and decision prediction. The whole analysis methods and demonstration processes can provide references for the study of interactive learning environment, as well as decision suggestions and predictive feedback.

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Tolerating errors in hospitality organizations: relationships with learning behavior, error reporting and service recovery performance

Cited by 39 publications

References 103 publications

Do mistakes acceptance foster innovation? Polish and US cross-country study of tacit knowledge sharing in IT

Do mistakes acceptance foster innovation? Polish and US cross-country study of tacit knowledge sharing in IT

Customer online reviews and hospitality employees’ helping behavior: moderating roles of self-efficacy and moral identity

Improved Probabilistic Frequent Itemset Analysis Strategy of Learning Behaviors Based on Eclat Framework

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