Back to Search

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

Title	Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?
Author	Wang, X., Guchait, P., Khoa, D. T., Paşamehmetoğlu, Ayşın
Publication Date:	2021-08-09
Publication Place	- Emerald
Subject	Commitment to customer service, Error reporting, Organizational citizenship behavior, Shame
Type	Periodical
Language	English
Digital	Yes
Manuscript	No
Library:	Özyeğin University
Library Asset ID	0959-6119
Record ID	0a5f019f-7b6c-46df-857b-338c26359965
Library Location	Hotel Management
Date	2021-08-09
Notes	Hong Kong Polytechnic University
Sample Text	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.
DOI	10.1108/IJCHM-01-2021-0005
Cilt	33

View in source Özyeğin University Özyeğin University - Historical works, archives, and periodicals search engine

Özyeğin University

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

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

Publication Date 2021-08-09

Publication Place - Emerald

Subject Commitment to customer service, Error reporting, Organizational citizenship behavior, Shame

Type Periodical

Language English

Digital Yes

Manuscript No

Library Özyeğin University

Library Asset ID 0959-6119

Record ID 0a5f019f-7b6c-46df-857b-338c26359965

Library Location Hotel Management

Date 2021-08-09

Notes Hong Kong Polytechnic University

Sample Text 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.

DOI 10.1108/IJCHM-01-2021-0005

Cilt 33