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Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance

Title	Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance
Author	Wang, X., Wen, X., Paşamehmetoğlu, Ayşın, Guchait, P.
Publication Date:	2021-04
Publication Place	- Elsevier
Subject	Mindfulness, Creativity, Error tolerance, Customer satisfaction
Type	Periodical
Language	English
Digital	Yes
Manuscript	No
Library:	Özyeğin University
Library Asset ID	0278-4319
Record ID	b5d83fde-20fc-4742-8a04-7f991ebc1048
Library Location	Hotel Management
Date	2021-04
Notes	Hong Kong Polytechnic University
Sample Text	Mindfulness refers to the psychological attentional state in which a person is conscious and accepting of the present. It is increasingly emerging as an estimable quality, especially within the hospitality industry where frontline employees’ creativity is critical to sustaining high-reliability organizations (HROs). Drawing on the literature on mindfulness, HROs, and creativity, this study (1) examines the moderating effect of organizational error tolerance on the relationship between employee mindfulness and creativity; and (2) investigates the mediating role of creativity on the relationship between employee mindfulness and customer satisfaction. The results of the multilevel path analyses performed on data collected from 303 restaurant employees and their managers supported the study's hypotheses. Specifically, the relationship between employee mindfulness and employee creativity was found to be contingent on organizational environmental cues (i.e., organizational error tolerance). The study's findings have implications for hospitality managerial practice, and research regarding employee mindfulness, creativity, error management, and HROs.
DOI	10.1016/j.ijhm.2020.102846
Cilt	94

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Özyeğin University

Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance

Author Wang, X., Wen, X., Paşamehmetoğlu, Ayşın, Guchait, P.

Publication Date 2021-04

Publication Place - Elsevier

Subject Mindfulness, Creativity, Error tolerance, Customer satisfaction

Type Periodical

Language English

Digital Yes

Manuscript No

Library Özyeğin University

Library Asset ID 0278-4319

Record ID b5d83fde-20fc-4742-8a04-7f991ebc1048

Library Location Hotel Management

Date 2021-04

Notes Hong Kong Polytechnic University

Sample Text Mindfulness refers to the psychological attentional state in which a person is conscious and accepting of the present. It is increasingly emerging as an estimable quality, especially within the hospitality industry where frontline employees’ creativity is critical to sustaining high-reliability organizations (HROs). Drawing on the literature on mindfulness, HROs, and creativity, this study (1) examines the moderating effect of organizational error tolerance on the relationship between employee mindfulness and creativity; and (2) investigates the mediating role of creativity on the relationship between employee mindfulness and customer satisfaction. The results of the multilevel path analyses performed on data collected from 303 restaurant employees and their managers supported the study's hypotheses. Specifically, the relationship between employee mindfulness and employee creativity was found to be contingent on organizational environmental cues (i.e., organizational error tolerance). The study's findings have implications for hospitality managerial practice, and research regarding employee mindfulness, creativity, error management, and HROs.

DOI 10.1016/j.ijhm.2020.102846

Cilt 94