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Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance

Title	Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance
Author	Wang, X., Guchait, P., Khoa, D. T., Paşamehmetoğlu, Ayşın, Wen, X.
Publication Date:	2022-04
Publication Place	- Elsevier
Subject	Shame, Self-efficacy, Error management, Service recovery performance, Organizational citizenship behavior
Type	Periodical
Language	English
Digital	Yes
Manuscript	No
Library:	Özyeğin University
Library Asset ID	0278-4319
Record ID	0d22df95-5d83-48c3-9807-b2f70b0f5bda
Library Location	Hotel Management
Date	2022-04
Notes	Hong Kong Polytechnic University
Sample Text	Service management researchers have clearly demonstrated that customers experience various emotions in service failure situations. In comparison, hospitality employees’ emotional experiences in such situations, are relatively unknown, as they are often required to hide experienced emotions and express emotions in ways consistent with industry standards. To address this gap, we examine the typical emotional experience of shame in the wake of service failure and explain how it influences employees’ job behaviors—service recovery performance and organizational citizenship behavior—via self-efficacy beliefs. Furthermore, we draw on social information processing to introduce error tolerance as a social persuasion buffer that mitigates the negative effects of shame on self-efficacy perceptions. Survey data collected from 217 subordinate-supervisor dyads employed in restaurant settings reveal that shame experienced weakened employees’ self-efficacy beliefs, and these weakened beliefs were in turn negatively associated with job behaviors. Finally, error tolerance significantly moderated the relationship between shame and self-efficacy.
DOI	10.1016/j.ijhm.2022.103162
Cilt	102

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Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance

Author Wang, X., Guchait, P., Khoa, D. T., Paşamehmetoğlu, Ayşın, Wen, X.

Publication Date 2022-04

Publication Place - Elsevier

Subject Shame, Self-efficacy, Error management, Service recovery performance, Organizational citizenship behavior

Type Periodical

Language English

Digital Yes

Manuscript No

Library Özyeğin University

Library Asset ID 0278-4319

Record ID 0d22df95-5d83-48c3-9807-b2f70b0f5bda

Library Location Hotel Management

Date 2022-04

Notes Hong Kong Polytechnic University

Sample Text Service management researchers have clearly demonstrated that customers experience various emotions in service failure situations. In comparison, hospitality employees’ emotional experiences in such situations, are relatively unknown, as they are often required to hide experienced emotions and express emotions in ways consistent with industry standards. To address this gap, we examine the typical emotional experience of shame in the wake of service failure and explain how it influences employees’ job behaviors—service recovery performance and organizational citizenship behavior—via self-efficacy beliefs. Furthermore, we draw on social information processing to introduce error tolerance as a social persuasion buffer that mitigates the negative effects of shame on self-efficacy perceptions. Survey data collected from 217 subordinate-supervisor dyads employed in restaurant settings reveal that shame experienced weakened employees’ self-efficacy beliefs, and these weakened beliefs were in turn negatively associated with job behaviors. Finally, error tolerance significantly moderated the relationship between shame and self-efficacy.

DOI 10.1016/j.ijhm.2022.103162

Cilt 102